Order, Shipping & Returns Policy

Approved Version — Legally Binding Document

In our commitment to delivering an exceptional shopping experience, and given the fully customized nature of our products — which are manufactured specifically per each customer's order — please read this policy carefully before completing any purchase. By completing payment, the customer explicitly and unconditionally accepts all terms set forth in this document.

Section 1: Nature of Customized Orders & Production Process

1.1 — Full Product Customization

All our products are manufactured exclusively based on each customer's prior specifications, including design, name, size, and special details. As a result, these products cannot be resold to any third party. The customer bears full responsibility for verifying the accuracy of all order details before confirming their purchase.

1.2 — Order Cancellation

The customer may cancel their order and receive a full refund only within (24 hours) of completing payment, provided that production has not yet commenced.

Once 24 hours have elapsed, or production has begun — whichever occurs first — no cancellation requests or material modifications will be accepted.

Material modifications include, but are not limited to: changes to name, design, size, or printed text.

Notice: The customer is solely responsible for verifying all order details prior to payment.

Section 2: Returns & Compensation Policy

2.1 — Minor Observations & Customization Variations

In cases of non-material observations that do not compromise the primary purpose of the product — including:

• Slight color variations due to differences between display screens

• Minor differences in ribbon or packaging color

• An overlooked secondary detail that does not alter the product's core identity

In these cases, the customer is not entitled to a full refund. Instead, one of the following options will be offered, subject to mutual agreement:

• A partial refund proportionate to the extent of the discrepancy

• A discount code valid on the next order

• Compensation in the form of complimentary additional products

2.2 — Total Damage or Material Errors on Our Part

We assume full responsibility in the following cases:

• The product arrives completely damaged (total breakage or full destruction of the item)

• A material error in execution that clearly deviates from the agreed specifications

In both cases, we commit to: re-manufacturing the product at our full expense, including all shipping and customs costs for the replacement shipment.

Important Notice: The customer must photograph the package and product immediately upon receipt and before fully opening it, and submit the photos to our support team within (48 hours) of the delivery date. Claims reported after this period will not be considered.

2.3 — Returns Due to Change of Mind

Given the fully customized nature of our products, no return or exchange requests will be accepted if the product matches the previously agreed specifications. A change of mind or loss of desire for the product after manufacturing is not considered a valid grounds for return.

Section 3: Delay Policy (by Responsible Party)

3.1 — Production Delay (Our Responsibility)

If a delay occurs in handing over the order to the shipping company beyond the agreed timeline due to operational circumstances on our end, we commit to:

• Immediately notifying the customer of the delay and its reason

• Providing fair compensation (a discount percentage determined by the duration of the delay, or a substantial discount code)

• Shipping the order as quickly as possible, and covering expedited shipping costs if necessary

3.2 — Shipping Delay (Shipping Company's Responsibility)

We partner with leading logistics providers (such as Aramex and equivalent services) to ensure fast delivery. However, once the shipment is handed over to the courier, we bear no direct responsibility for any resulting delays.

In the event of a delivery delay, we commit to:

• Tracking the shipment on the customer's behalf and escalating a complaint to the shipping company

• Keeping the customer informed of the latest updates

• Offering a wallet credit or free shipping on the next order as a goodwill gesture — without prejudice to the fact that the delay is beyond our direct control

A shipping company delay is not grounds for a refund of the order value.

3.3 — Customs Clearance Delays

Customs regulations are sovereign policies governed by government authorities in the destination country and vary from one country to another. Accordingly:

• We bear no legal or financial responsibility for any delays resulting from shipment detention at customs for clearance purposes

• Any customs duties or taxes imposed by the destination country are the customer's sole responsibility

• A customs delay is not grounds for a refund or cancellation of the customized order

Recommendation: Customers are advised to inquire about customs regulations in their country before placing an order to avoid any unexpected charges or delays.

Section 4: Limitation of Liability & General Recommendations

4.1 — Liability Exclusions

We bear no responsibility in the following circumstances:

• Late delivery caused by incorrect or incomplete information provided by the customer (address, phone number, customs details)

• Any damage or loss after handover to the shipping company in cases where required shipping documentation is incomplete

• Force majeure events (natural disasters, wars, international shipping service outages)

• Delays resulting from the customer's failure to respond to customs clearance requirements

4.2 — Complaint & Compensation Claim Procedure

To submit any claim, the customer must provide the following:

• Clear photographs of the product and packaging taken immediately upon receipt and before fully opening the parcel

• The order number and a written description of the issue

• Contact our support team within (48 hours) of the delivery date, with no extensions

Claims that do not meet these requirements will not be reviewed.

4.3 — Recommendations for International Orders

To ensure your orders and gifts arrive at the ideal time — especially for special occasions — we strongly recommend placing international orders at least (3 to 4 weeks) in advance of the required date, taking into account peak seasons and public holidays that may affect delivery speeds.

Section 5: Acknowledgement of Acceptance

By completing payment and confirming the order, the customer acknowledges the following:

• Full review and understanding of all terms set forth in this policy

• Unconditional acceptance of all terms and conditions contained herein

• Recognition that this document constitutes an integral and binding part of the purchase agreement between the customer and the brand

This document is effective immediately and supersedes all previously issued policies.

Terms & Conditions