FAQ

 

What are the cut off dates for order by holiday?

2019 Holiday Order Cutoffs:
Valentine's Day: Jan 26th
St. Patricks Day: March 1st
Easter: April 1st
Mother's Day: April 26th
Father's Day: June 1st
4th of July: June 18th
Halloween: October 11th
Thanksgiving: November 2nd
Hanukkah: December 1st
Christmas: December 1st

Do you offer returns or exchanges?

I only accept returns, exchanges, or cancellations (nor does our exchange and refund policy cover buyers remorse) on a case by case basis. Please contact me if you have any problems with your order within 3 days of delivery.

I do not accept cancellations after 24hours.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders

  • Items on sale

Returns and exchange details

If your item has an error on my part (spelling, wrong item, incorrect date, etc), I will send you a new item at no cost to you.

If you are dissatisfied with your purchase, please message me with photos of your product. I cannot guarantee a refund, but to be eligible, it must be within 3 days of delivery.

To cancel your order and receive a 100% refund, please do so within 24 hours of ordering.

* No product refunds on custom items after the final proof is approved by Buyer. 

RETURNS are permitted on a case by case basis. To be qualified, you need to contact me within 3 days of delivery, have an unused product, and the product may have no personalization. Buyer will pay for shipping. Costs will be refunded after Seller receives products in the way they were shipped out: 100% unused and in one piece. Shipping costs are not refunded.


How can I order a custom product?

Custom orders are available via the Contact form.

Custom order policy:

Customers are responsible for supplying correct spelling/dates/information provided for the item's personalization. If an error is made during purchasing, the customer is responsible for shipping the product back and the 2nd shipping cost for the Seller to send a corrected item, if desired.

• All sales final on custom orders after final proof is approved by Buyer. Orders will be canceled and no product refund will be issued. 

To ensure your custom order is made in a timely manner, please make sure to check your email inbox regularly for my proofs and messages. Due to the number of custom orders I work on weekly, I will not be able to remind you to respond to my messages. Orders not responded to within 14 days will be canceled and refunded.

MUG FYI:
Left handed direction = design facing outward when in the left hand.
Right handed direction = design facing outward when in the right hand.

If the package is returned to me due to customer error (i.e. customer supplied incorrect address), the customer can either pay for a new shipping label with the correct address or choose to be issued refund (minus shipping costs). Due to the nature of my products, there are no refunds for customized items.

There are no refunds on shipping costs except custom orders that are canceled before creation.

How should I wash and care for my Dimples & Sass products?

• MUGS •
Each mug’s hand-drawn design is air cured for at least 24 hours before being heat set. To ensure a long-lasting design, your mug is to be carefully hand washed with cool water and air-dried. 

*Do not scrub over the design with a sponge or soak mug.*

Normal wear and tear should be expected, as your mug is hand-painted. Dimples & Sass is not responsible for artwork washing off. Please use extra care when handling your product.

• VINYL •
Remember that handmade = hand wash.

• PROOFS •
Proofs are only provided after purchase. Two proofs are included in custom orders. If you need more than 2, you will be able to purchase the option for additional proofs. You have the option to cancel before the 2nd proof is approved for a full refund. If you decide to cancel your order after the 2nd (or last) proof has been approved, you will only be refunded shipping costs.

For any questions you may have that are not covered here, please Contact Us.