~ Frequently Asked Questions ~
Updated on April 4, 2019
Overview
You will find information on this page about our policies on exchanges, returns, items damaged in shipment, and shipping. If you don't find an answer to your question after reading this page, please feel free to email us at cynthiawelchdesigns@comomcast.net.
Custom Orders
Items that are customized are not eligible for refund, return or exchange. Once something is personalized it is not salable to anyone else. Personalization includes, but is not limited to, items having names, wedding or anniversary dates, birthday date, address, etc. on the piece. Also certain items that have alternate color (besides those in the listing) may be ineligible for return/exchange. Commission pieces are ineligible for refund, return or exchange. If you're not sure if your request is considered "custom", feel free to email us at cynthiawelchdesigns@comcast.net.
Exchanges
Under normal circumstances exchanges are not allowed. We must give approval or the package will be marked "return to sender". If an exchange is approved, the buyer (customer) is responsible for all return shipping charges. Also items sent back for an exchange must have insurance and package tracking placed on the shipment. This is for your protection as well as ours.
Returns
All returns must be pre-approved. Approved returns are eligible for store credit only. Returns are considered only in the case of damage during shipment. Please email us at cynthiawelchdesigns@comcast.net to request a return authorization. Photos of the item may be required before a decision is made concerning the return/refund. Return shipping is the responsibility of the customer. Also items sent back for a return must have insurance and package tracking. This is for your protection and ours.
Damages in Shipment
If an item arrives in damaged condition, please contact us by email within 48 hours with photos depicting the damages and a brief written description as well. Send the description and photos to cynthiawelchdesigns@comcast.net. Photos and a description are required for rectifying a claim for damages. All shipments are covered by insurance and I will need this information to file a claim. Upon receiving the description of damages and the photos we will make a determination about whether to refund or replace the damaged items. One of a kind pieces that are damaged will be rectified with either a store credit or a refund at our discretion.
Shipment
Orders normally ship within 7 calendar days. Please allow time for processing your order and shipping time when ordering. Orders are mailed on weekdays, Monday-Friday. No orders will be mailed on Federal Holidays in the USA.
Our preferred shipper is the United States Post Office (USPS) using Priority Mail. On occasion something ordered from our shop will not fit the guidelines for Priority Mail and we will ship via United Parcel Service (USP). Usually this is due to weight or size limitations. If we determine we must use UPS we will contact you before shipping and okay this change in shipper. UPS requires a street address and will not ship to a Post Office box.
If you want to add a layer of security to your shipping, then add signature confirmation when ordering. This means that someone must sign for the package when it's delivered. Delivery confirmation is found at http://cynthiawelchdesigns.weebly.com/store/p236/USPS_Signature_Confirmation.html.
If your question still remains unanswered, please feel free to contact us at cynthiawelchdesigns@comcast.net.
Overview
You will find information on this page about our policies on exchanges, returns, items damaged in shipment, and shipping. If you don't find an answer to your question after reading this page, please feel free to email us at cynthiawelchdesigns@comomcast.net.
Custom Orders
Items that are customized are not eligible for refund, return or exchange. Once something is personalized it is not salable to anyone else. Personalization includes, but is not limited to, items having names, wedding or anniversary dates, birthday date, address, etc. on the piece. Also certain items that have alternate color (besides those in the listing) may be ineligible for return/exchange. Commission pieces are ineligible for refund, return or exchange. If you're not sure if your request is considered "custom", feel free to email us at cynthiawelchdesigns@comcast.net.
Exchanges
Under normal circumstances exchanges are not allowed. We must give approval or the package will be marked "return to sender". If an exchange is approved, the buyer (customer) is responsible for all return shipping charges. Also items sent back for an exchange must have insurance and package tracking placed on the shipment. This is for your protection as well as ours.
Returns
All returns must be pre-approved. Approved returns are eligible for store credit only. Returns are considered only in the case of damage during shipment. Please email us at cynthiawelchdesigns@comcast.net to request a return authorization. Photos of the item may be required before a decision is made concerning the return/refund. Return shipping is the responsibility of the customer. Also items sent back for a return must have insurance and package tracking. This is for your protection and ours.
Damages in Shipment
If an item arrives in damaged condition, please contact us by email within 48 hours with photos depicting the damages and a brief written description as well. Send the description and photos to cynthiawelchdesigns@comcast.net. Photos and a description are required for rectifying a claim for damages. All shipments are covered by insurance and I will need this information to file a claim. Upon receiving the description of damages and the photos we will make a determination about whether to refund or replace the damaged items. One of a kind pieces that are damaged will be rectified with either a store credit or a refund at our discretion.
Shipment
Orders normally ship within 7 calendar days. Please allow time for processing your order and shipping time when ordering. Orders are mailed on weekdays, Monday-Friday. No orders will be mailed on Federal Holidays in the USA.
Our preferred shipper is the United States Post Office (USPS) using Priority Mail. On occasion something ordered from our shop will not fit the guidelines for Priority Mail and we will ship via United Parcel Service (USP). Usually this is due to weight or size limitations. If we determine we must use UPS we will contact you before shipping and okay this change in shipper. UPS requires a street address and will not ship to a Post Office box.
If you want to add a layer of security to your shipping, then add signature confirmation when ordering. This means that someone must sign for the package when it's delivered. Delivery confirmation is found at http://cynthiawelchdesigns.weebly.com/store/p236/USPS_Signature_Confirmation.html.
If your question still remains unanswered, please feel free to contact us at cynthiawelchdesigns@comcast.net.
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