Refund & Cancellation Policy
REFUND & RETURN POLICY
Thank you for shopping with Customoria. Every piece of our jewelry is personalized and handmade to order according to the name, spelling, size, color, chain length, and design options selected by the customer.
Because each item is made specifically for you, all personalized products are final sale.
NO RETURNS, EXCHANGES OR REFUNDS
We do not accept returns, exchanges, or refunds for personalized or custom-made products unless the item:
• Arrives damaged
• Has a confirmed manufacturing defect
• Was personalized incorrectly by Customoria
• Is different from the product or options ordered
• Is missing from the package
• Is the wrong item sent by Customoria
We do not accept returns, exchanges, free remakes, or refunds for:
• A change of mind
• Incorrect spelling entered by the customer
• Incorrect capitalization entered by the customer
• An incorrect name or personalization submitted by the customer
• Choosing the wrong size, color, chain length, or design option
• No longer wanting or needing the item
• Delays caused by customs or the shipping carrier
• Normal wear, tarnishing, misuse, or improper jewelry care
• Damage caused by water, perfume, lotions, chemicals, exercise, sleeping, or improper storage
• Minor variations resulting from the handmade process
• Natural differences in freshwater pearls or other natural materials
Please carefully check all personalization details and selected options before completing your order.
ORDER CHANGES AND CANCELLATIONS
Please contact us as soon as possible if you need to request a change or cancellation.
We may be able to change or cancel an order only if production has not yet started.
Once production has started, the order cannot be changed or cancelled because the item is being made specifically for you.
Submitting a change or cancellation request does not guarantee that it can be completed.
CUSTOMER PERSONALIZATION ERRORS
Customoria creates each item according to the information submitted with the order.
Customers are responsible for checking the spelling, capitalization, size, color, chain length, and all other personalization details before placing an order.
If the finished item matches the information submitted by the customer, it is not considered defective or incorrect and is not eligible for a return, exchange, free remake, or refund.
QUALITY ISSUES, DAMAGE OR CUSTOMORIA ERRORS
Please inspect your order after delivery.
If your item arrives damaged, defective, incorrectly personalized by Customoria, or different from what you ordered, please contact us within 7 days of delivery whenever possible.
Email us at support@customoria.com and include:
• Your full name
• Your order number
• A clear description of the issue
• Clear photographs of the item
• Photographs of the packaging if the item was damaged during shipping
After reviewing the information, we will determine the appropriate solution. Depending on the circumstances, this may include:
• A repair
• A remake
• A replacement
• A partial refund
• A full refund
Please do not return an item without contacting us first and receiving return instructions.
HANDMADE AND NATURAL VARIATIONS
Every Customoria piece is shaped and finished by hand.
Small differences in letter shape, spacing, wire curves, pearl placement, and decorative details are part of the handmade process and are not considered defects.
Freshwater pearls and other natural materials may vary slightly in shape, size, texture, and color. These natural variations make each piece unique and are not considered quality issues.
RETURN SHIPPING
If a return is required because the item is confirmed to be damaged, defective, incorrectly made by Customoria, or different from the item ordered, we will provide return instructions and advise you regarding return shipping.
Items returned without prior approval may not be accepted.
REFUNDS
If a refund is approved, it will be issued to the original payment method.
The time required for the refund to appear in your account may vary depending on your bank, card provider, PayPal, or payment service.
Shipping charges, customs duties, import taxes, and handling fees are not refundable unless required by applicable law or the issue was caused by Customoria.
LEGAL RIGHTS
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded under the laws applicable to your purchase.
CONTACT US
For order changes, quality issues, damaged items, or personalization errors made by Customoria, please contact:
Please include your order number and clear photographs so we can review the issue efficiently.