SparrowHaus

We sincerely hope that our handmade goods are absolutely up to your standards and we want more than anything else for you to be satisfied with your purchase. If you have any concerns about a received order let us know and we will figure out what needs to be done to remedy the situation.

Depending on the circumstances, the buyer may be held responsible for the shipment of the product back to the store.

Custom Order Return Policy:
If there is anything that is not to your liking about your custom order, we will do our best to fix the problem. Due to the nature of custom orders, these items are not always easily sellable to a broad customer base. Also, lots of time and design work go into custom orders. When a custom order is cancelled, returned, or refunded in any other manner, we reserve the right to keep 25% of the cost of the item to offset the time spent on the custom work.

Items will ship after payment is received. Cancellation of an order must happen before the item ships. Please see "Additional Information" for specific information about custom orders.

Carrier:
We ship out our orders via the most practical and inexpensive carrier at the time and for the specific size of your ordered products. We try to always provide our buyers with a shipping method that allows for some extent of tracking. Trey is a bit of an obsessive package tracker and he hates it when he orders something he can't track. So we try to save you that frustration.

S&H Cost:
We do our best to estimate the cost of shipping when we add an item to our store. If shipping ends up costing us significantly less than the quoted price we will refund the difference to you.

Special Considerations:
If you have any specific shipping needs such as wanting shipping insurance, or have a very specific deadline by which you need your order, please contact us ASAP so that we can find a solution.

Custom Orders:
S.H. loves receiving custom orders, so if you see anything that we are selling, or think of a creative idea that you think we might have the skills to create, please let us know. We are honest about what we are capable of doing and are more than happy to work out some designs and mockups before anything gets set in stone.

When a custom order is placed, the product is paid for in full and the purchase is either preceded or proceeded by a conversation to work out the details.

All custom order designs that are created or modified by the S.H. team are considered to be freely available to S.H. to use again in the future. We reserve the right to use photographs of the products in their final and in-process form to promote our store and to use as examples to market our custom orders. We also reserve the right to reproduce any custom orders for other customers. The rights to original imagery will not be violated. Imagery will not be reproduced for others without the original suppliers permission. If the customer wishes to have an item be completely one-of-a-kind, then the buyer must make that clear and an agreement must be made with the seller.

Custom Order Return Policy:
If there is anything that is not to your liking about your custom order, we will do our best to fix the problem. Due to the nature of custom orders, these items are not always easily sellable to a broad customer base. Also, lots of time and design work go into custom orders. When a custom order is cancelled, returned, or refunded in any other manner, we reserve the right to keep 25% of the cost of the item to offset the time spent on and the materials purchased for the custom work.

So what does that mean?

Q: If I order a custom cross stitch with my favorite catchphrase can you turn around and use that phrase on items that you sell later?

A: Yes. If we feel that other customers might be interested in a design that we create for you then we reserve the right to sell that design to other customers.

Q: But what if I want you to make me something that is truly one-of-a-kind?

A: If you are looking for us to create a OOAK item for you, then just let us know in the very first conversation in which you also describe the item you want created. We will do our best to offer a degree of uniqueness to satisfy your needs.

Q: So does all this mean that if I give you a picture of my family as part of a design, that you can use that picture on things you sell to other people?

A: Absolutely not. You keep the rights to any imagery you supply, so no need to worry about Grandma's face landing on all our newest products. But we will possible use a picture of the final product as an example of what other customers might do with their own pictures.

Q: I ordered a custom quilt for my best friend's wedding present, but the wedding was cancelled. Can I just cancel my order and have you refund the $100 I paid for it?

A: It is likely that we would have already bought supplies specifically for your project, spent a great deal of time working on the item's design, if we haven't already begun or finished your order. We realize that there are events in life that no one can expect. We promise to treat each case individually and be fair about the amount of money we will be able to refund. But if you place a custom order please be aware that it is our standard to keep 25% of the selling price of the item. Obviously if you cancel your order early enough, we may be able to refund more of your money. That said, in this case you can expect about a $75 refund.