AlabasterPurl

Shop Policies

Digital Files:
I do not offer cancellations or refunds on purchases of digital files. I state clearly in the listing, on the photo, and in the description that it is a DIGITAL FILE. If a customer purchases it thinking it is a finished item, that is the customers error. 
Your files will be available to download once payment is confirmed.



Custom Orders:

All sales on custom orders are final. Buyer is responsible for providing the seller with exact measurements, color choices, fit preferences and yarn selection (if applicable.) The seller does not accept refunds or exchanges on custom orders. Seller will consult with you about options. Shipping times will be communicated with buyer directly at that time, as well. Once buyer and seller have come to an agreement, the seller will make a custom listing. Buyer must pay in full before seller will purchase materials and/or start on custom order.

Ready to Ship Items:
Ready To Ship items cannot be customized. [Exception: adding a pompom to a beanie.] RTS items will be mailed within 48 hours of receiving payment. Ready to Ship Returns/Exchanges: If you choose to return/exchange a RTS item, you must contact seller within 48 hours of receiving item. I understand if a hat is too slouchy or if you are unhappy with a material. Items can only be exchanged or returned if there are no stains, rips, snags or tears on the item, and it comes from a smoke-free home. Buyer is responsible for sending the seller photos of the item, for proof of condition. Only then will seller agree to an exchange or refund. It is completely within the sellers rights to say no to exchanges/returns of RTS items if buyer has handled the item poorly. Examples, but not limited to: makeup stains, stretched out item, or snags/rips/tears, pet hair. Buyer is responsible for any shipping and Etsy fees. 



Care:
Due to the delicate nature of yarn, PLEASE be kind to your handmade item! Be mindful of zippers and velcro. If a pet or child gets ahold of your item and damages or ruins it, the seller is not responsible for fixing or exchanging it for free. 
If you notice any ends “popping out,” do not fret! This is 100% normal - your item isn’t unraveling. Simply tuck the end back inside of item! 

Specific care instructions will be shipped with item.

Cancellations:
I only accept cancellations if notified within the first 24 hours of receiving payment. Buyer is responsible for Etsy’s fees.

Shipping:

Once seller ships any package, they do not have control over what happens to it in the hands of USPS, be it any damage or loss. In our years of experience, once USPS submits confirmation of delivery, it is accurate within feet to the location. 

Insurance only covers items that have been delivered and found to be damaged, or opened with part of the item missing. It does not cover items that go missing. 

If you order an item, and the tracking clearly states delivery to the address you specified, and there is no way to prove otherwise, it is completely within the sellers rights to decline a refund, as the seller will not be receiving any item back. If this unfortunately happens, please contact your USPS store. We have been on the receiving end, and every time, it was the carriers fault - they had simply delivered it to the wrong location.

Customs/Import Taxes:

Buyers are responsible for any customs and import taxes that may apply. I am not responsible for delays due to customs.