Splintery

Items will be elegible for refund or exchange for same item only if:
- Defective construction
- Defective print
- Wrong item sent *
- Product damaged during shipping

*If you contact me for changes through message and after answering you I don’t receive a Clear and explicit confirmation about possible changes, I will proceed with the original order request or with the last clearly agreed change.
This will not constitute a reason to request return based on wrong item sent, since I followed the original order or last agreement and couldn’t get a explicit confirmation about any extra changes.
If you need to return or exchange your product please contact me as soon as possible.

We can’t offer refunds or exchanges based on the following reasons:
- Changed your mind about size, model, or print
- Requested changes but didn’t confirm them on time*
- Didn’t check measurement sheets
- Didn’t pay attention to the processing and shipping time
-Didn’t follow care recommendations.

*I answer within minutes, please if you message me for changes answer within reasonable time.
I will give you a deadline time to get in contact with me before your product begins production. After that your product will start production with the last agreed change or with the order information, I will not be able to do any changes after your product starts production, and this will not constitute a valid reason for return request.

I had become aware that Etsy’s order processing time is unpredictable. In their documents they say that payment should be processed between 24 to 46 hours. This is completely out of my control but I will be contacting Etsy if the order hasn’t been processed after 24 hours.

*Due to all the limitations caused by the COVID pandemic, and how that has affected the supply chain, we have adjusted our shipping and production time to take into account this posible delays.

Production time may vary between 3 to 15 business days.

After that your order will be shipped.
Shipping time vary depending on your location but most products will be within 7 days. Delays are expected during holidays.

Splintery can’t modify, take responsibility, or control the way shipping carriers operate.

Products that are fulfilled in China and those may take longer.
Each of my products have information about estimated shipping times and also I mention this in the product description if a specific product are being shipped from China

Yes!Many of my items already have the ‘Custom” option in the style drop down menu.***Please read the FAQ items relating Custom Orders

For items that don’t have the “Custom” option:
Depending on the changes I could direct you to purchase the original listing and I will send you your custom version, or I could create a specific listing for you where could be a minor price increase if the customization is more complex.

I will show you a preview of what the product would look like and only after you confirm it I will start production.

Important to note that any custom product will not be elegible for return unless the product or print are damaged or defective.

I work with multiple production partners, so depending on which items you order, the may or may not be shipped separately.

Etsy only allows one tracking number, for this reason if your items are going to be shipped separately, the tracking number of the item that is shipped first will be the one appearing on your Etsy page.

After the other items get shipped I will send you the shipping number through Etsy chat and/or the email address you provided during checkout.

**Important: when you order a custom item please check your Etsy messages or the email used during checkout the following day**

Some of my items are available with and without customization within the same listing. This is found most of the time in the variations selection with the word “Custom”

If you order the “no-custom” version, but then you send me a name or something to add to your product, your item may get produced and shipped without your customization. I do not accept returns or offer refunds for wrong selection. If you have any questions please write me before ordering.

If you place an order and you realize you made a mistake, you will need to cancel your order though your Etsy and place the it again with the right selection.

Please read the previous question to not miss any detail.

If I have a question about your order I will be contacting you through Etsy Messages and/or the email submitted during checkout.
If I can’t get in contact with you on the following 3 days, or If you request changes but then don’t confirm them on time, your item will be made with the original instructions.

At this point there will be no more opportunity to make changes to your order.

I respond within the same day

Sorry at this moment I am unable to offer gift wrapping or custom message options.

Please note that when you are in the check out page, Etsy has a little button that says something like “mark order as a gift” all this means is that the product shipped will not include any invoice or any pricing information inside the package.

Do you have an idea or concept for a product that you would like to purchase?
I am always open to hear suggestions! if I consider it fitting my brand’s style, I will let you know if I can add it to my catalog.