Can I cancel or change my order?

We aim to initiate the production of all orders promptly. Cancellation may be feasible if production has not commenced, depending on the timing of your order.

Please reach out to us to verify whether changes or cancellation can be made, and provide the reason for your cancellation request.

 

REFUNDS 

Refunds are not issued if an order fails to arrive due to factors within your control, such as providing an incorrect or insufficient shipping address, or specifying an invalid customization.

Personalized Products Policy

Our policy does not allow for refunds or returns on orders that include specific personalizations or customizations, such as names, dates, or sign-offs. 

My item is damaged / incorrect, what do I do?

If you receive items that are damaged, defective, or incorrect, please reach out to us with a photo of the item. We will organize a replacement to be sent to you promptly. Do not return items without first obtaining authorization from our support team.

 

Customer Error Policy

Please ensure that all customizations and the shipping address are correct before placing your order, as items cannot be returned due to customer error. Nevertheless, we will endeavor to ensure your satisfaction.

RETURNS

We recognize that issues can occur with orders, and we are committed to resolving them satisfactorily. Our refund policy permits customers to receive a replacement or a full refund for their orders under the following conditions:

Defective Item: Customers are entitled to a refund if the item they receive is defective or faulty. They may be asked to provide proof of the defect, such as clear photos or a detailed description.

Damaged During Shipping: If items are damaged during shipping and the packaging shows clear signs of mishandling, customers may return them for a refund. Shipping damage must be reported within 14 days of receipt, along with photographic evidence of the damage.

Should you be dissatisfied with your order, please reach out to our support team, and we will assist you as best as we can! However, returns not covered by the aforementioned conditions will incur a 30% restocking fee. Note that all returns require authorization from our customer service team prior to being sent back. To begin a return, contact us at Information@crimsonsparkler.com . Approved returns will be followed by instructions on how to proceed.

We reserve the right to reject returns that do not comply with our criteria or lack authorization from our customer service team. Items that have been used, altered, or customer-damaged are not eligible for a refund.

Please be aware:

Shipping costs are non-refundable.
Please allow 14 business days from the date we receive your package for your return or exchange to be processed.
Customers are responsible for return shipping costs. We will provide a return shipping label if the product is defective or incorrect.
Our responsibility for returns begins once we receive them. Maintain proof of postage and use a tracking number for your return, as we are not responsible for lost or stolen packages in transit. Without proof of receipt and delivery, processing your return may be delayed.

My item looks different to the online listing

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.

Returned-to-Sender & Refused Packages

• Delivery failures can occur if (1) an address is incomplete or contains errors, (2) the delivery service is unable to deliver the package, or (3) the recipient rejects the order upon delivery. Once orders are placed in our system, we cannot modify them. To guarantee proper delivery, please ensure your address is accurate and includes all necessary details. Correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are essential for delivery. We are not liable for lost, misplaced, or wrongly delivered shipments if the address information is incorrect when the order is made. If a package is returned to the sender, we can reship it, but the customer will be responsible for the new shipping cost once we have received the returned package.

 

Item Not Received But Tracking Shows Delivered

We are not responsible for packages marked as delivered by the tracking system. However, your satisfaction is paramount, so we will collaborate with you to resolve the issue. If it is established that the package was stolen or delivered to an incorrect address, and after a sufficient period (minimum 14 days) and a comprehensive investigation by the customer, we may, at our discretion, consider reshipping the same items.

Should you have just received a delivery confirmation, please allow a few hours before checking again. Occasionally, USPS or other carriers mark a package as delivered prior to actual delivery.

Although USPS or UPS tracking may indicate "delivered," it is uncommon for a package to be truly lost.

It's possible another household member has taken in the package. Please verify with other residents and neighbors if they have received it.

The package might still be in transit or at the Post Office. Allow a few days beyond the delivery date indicated on the tracking. I have personally experienced a package arriving two days after being marked as "delivered."

The package could have been delivered to an incorrect address, possibly a neighbor's. Check with your neighbors, postal carrier, or local post office.

The Post Office now tracks the GPS location of all delivered packages. Contact them to verify the actual delivery location.

If these steps do not locate the package, the problem may involve mail theft. File a "stolen mail" report with the USPS Postal Inspector's office, complete a USPS affidavit to confirm the package's status as "stolen," and a Postal Inspector may reach out to you. Additionally, file a stolen mail report and, if necessary, a homeowner's claim.