Store & Shipping Policies
Returns and exchanges
Contact us within 14 days of delivery
Ship items back within 21 days of delivery
We do not accept exchanges or cancellations, but please contact us if you have any problems with your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
- Custom or personalized orders
- Perishable products (like food or plants)
- Digital downloads
Returns and exchange details
Your satisfaction is very important to us. If for some reason you are not happy with your purchase, please contact us to discuss so we can work with you to resolve.
For customized (name, date, etc.) items, returns or refunds are only available if the error is on our end. Please proof your order and personalization information before completing your order. This is the information we will use in customizing your item. If you realized you have made an error, please contact us as soon as possible. It is possible production hasn't started for the item and we can use the updated information – this cannot be guaranteed though.
Any issues must be reported within fourteen days of order delivery (as listed per USPS tracking, or other carrier tracking).
Pictures will be required of any damage during shipment. Please take pictures of the damage to the shipping container as well as the damage to the item.
Payment
Production of your made-to-order item will begin after payment has cleared.
Shipping
If you are purchasing multiple items, we are happy to combine shipping!
If you need your item by a specific date (shipped in less than 2 weeks), please message prior to purchasing. The availability of a rush order will be dependent on our current order volume. A rush order may incur a rush production and/or rush shipping fee. (Rush production means that your order is put ahead of others in the production queue. Rush shipping means expedited shipping on your order.)
Most items are shipped USPS Priority, which includes tracking and insurance on items up to $50. There isn’t a guarantee for delivery dates for First Class or Priority Mail, only an estimate by the USPS site. We can only guarantee a delivery time for Express Mail orders, which is an additional fee. If another shipping carrier is used, it will include tracking and insurance on the item.
Please ensure that your correct shipping address is listed during check-out as shipping labels are automatically created with this address. If your order is returned because of an incorrect address, you will be responsible for an additional cost to re-ship the item.
Items are packed carefully to ensure they are safe during shipping. Although we cannot be responsible for shipping damage, please contact us if an item arrives damaged. We will do our best to replace, if possible.
Please send photos showing the damage - including photos of the packaging in which the item was shipped.
We are not responsible for any items lost in the mail. Once the item is shipped and has a tracking number assigned to it, the package unfortunately is no longer in our control.
Additional policies and FAQs
Some items sold may contain small parts (screws, ribbons, etc.) Please do not allow children to handle or play with an item without adult supervision. These small parts may pose a choking hazard. 1331 Custom Décor & Goods will not be held liable or responsible for any incidents related to these small parts.