Returns & cancellations.

For help, email hello@hearthtailstudio.com with your order number.

Before production

Contact us promptly to cancel or request a change. We accept cancellation before production begins and refund the cancelled order to its original payment method. We do not treat silence as artwork approval.

Personalized products

Each ornament is made to your specifications using the approved portrait and personalization. After production starts, change-of-mind cancellation, replacement of the photo or a different design may no longer be possible.

Your artwork proof

Review the likeness, spelling, background, year and any dates carefully. One round of minor adjustments within the selected style is included. We remain responsible for correcting errors we introduce; approving a proof does not remove your rights when the supplied item is faulty or differs from what was agreed.

Damaged, faulty or incorrect items

Tell us as soon as possible. An order number, description and photos of the item and packaging where available help us investigate. We arrange the remedy required by the circumstances and applicable law, which may include replacement, repair, price reduction or refund. You will not be charged return costs for an error or defect for which we are responsible. A supplier claim deadline does not replace or shorten your statutory rights.

European Union customers

The usual 14-day change-of-mind withdrawal right generally does not apply to goods made to your specifications or clearly personalized. This exception does not remove rights concerning faulty, non-conforming or incorrectly supplied goods. Where EU consumer rules apply, the minimum legal guarantee is two years and national law may provide additional protection. Our policies do not limit rights that cannot lawfully be excluded.

Returns and refunds

Contact us before sending an item back. We provide the appropriate instructions and address if a return is needed; do not send items to a production partner or the address on a shipping label without our instructions. Approved refunds go to the original payment method. Your payment provider determines when the credit appears. Refunds legally due will be processed within the applicable deadline.