Refund policy

Returns & Refund Policy

We accept returns on standard, non-custom pieces within 14 days of delivery. To initiate a return, please email helloflowerfang@gmail.com with your order number.

  • Standard Returns: Returned items must be in their original, pristine condition and original packaging. A 25% restocking fee will be deducted from your final refund amount to cover re-inspection, administrative labor, and non-refundable merchant transaction fees.

  • Return Shipping: You are responsible for all return shipping costs. We strongly recommend using a trackable shipping service with full insurance, as we cannot issue refunds for items damaged or lost in transit during return shipping.

  • Custom Commissions & Personalized Pieces: Custom artwork, personalized engravings, and bespoke marquetry commissions are strictly final sale and cannot be returned, exchanged, or refunded once production has begun.

If your piece arrives damaged

Please inspect your order upon delivery. If your piece arrives damaged, take photos of the packaging and the damage within 48 hours of delivery and email helloflowerfang@gmail.com. We'll file the carrier claim and ship you a replacement at no cost. You do not need to return the damaged piece.

Damage claims filed more than 7 days after delivery may not be honored by the carrier, and we cannot guarantee a replacement in that case.

If you received the wrong item

If we made a mistake and sent you the wrong piece, wrong wood combination, or wrong size, contact us within 7 days of delivery at helloflowerfang@gmail.com. We'll cover return shipping and ship the correct piece as soon as it's ready.

If the finished piece doesn't match the approved design (custom commissions)

For custom commissions, we send you a wood-inlay mockup for review before cutting begins. If the finished piece doesn't match the design you approved, contact helloflowerfang@gmail.com within 14 days of delivery with photos and we'll remake the piece or issue a refund, at our discretion.

What isn't covered

  • Natural variations in wood grain, color, and figuring — each board is unique and this is a feature of hand-crafted marquetry, not a defect.
  • Damage from misuse, direct sunlight, or prolonged exposure to high humidity after delivery.
  • Change of mind on completed orders.
  • Personalized pieces (engraved or custom commissioned) beyond the damage and quality provisions above.
  • Delays or issues caused by the shipping carrier (see our Shipping Policy).

Cancellations

Because each order begins production shortly after it's placed, cancellations can only be accepted within 48 hours of order confirmation. After that, your piece is already in progress and cannot be cancelled or refunded.

International orders

International customers are responsible for any customs duties, taxes, or import fees required by their country. These are not included in the item price or shipping cost. We cannot mark packages as "gift" or under-declare their value to reduce duties.

Refund processing

When a refund is approved, we process it within 5 business days to your original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days to appear on your statement.

Policy updates

Flower & Fang reserves the right to modify this policy at any time. The policy in effect at the time of your order is the policy that applies to that order.

Questions? Email helloflowerfang@gmail.com and we'll respond within one business day.