Refund policy
Everything here is made by hand, one piece at a time, so this policy is a little different from a big shop's. I've tried to write it plainly. If something goes wrong with your order, email me at info@mysoulcreations.net and we'll sort it out.
Ready-to-ship pieces
Ceramics, tumblers, glassware, prints and other in-stock items can be returned within 14 days of delivery, provided they're unused, unwashed and in their original condition.
- Email me first with your order number and a photo. Please don't send anything back before I've replied — unannounced returns can't always be traced to an order.
- Return shipping is paid by you unless the item arrived damaged or I sent the wrong thing.
- Once your return arrives and I've checked it, I'll refund the item price to your original payment method within 5 business days. Original shipping isn't refunded.
- Pack ceramics and glass carefully. If a piece breaks on the way back to me because it wasn't padded, I can't refund it.
Misfits — final sale
Misfits cannot be returned or refunded. Every Misfit listing describes its exact flaw and shows it up close, and the price reflects that flaw. You're buying the imperfection on purpose, at a lower price, and that's the whole deal.
If a Misfit arrives with damage that isn't the flaw I described — a crack, a chip in transit, something broken — that's different. Email me and I'll make it right.
Made-to-order and custom pieces
Press-on nail sets, custom ceramics, painted bottles and anything commissioned are made specifically for you after you order. They can't be resold, so they're not returnable or refundable once work has started.
- Before I start: you can cancel for a full refund any time before I begin painting or throwing. Just email me.
- After I start: the 50% deposit is non-refundable, because it covers materials and the time already spent.
- Mockups: nothing is made until you approve the design. If we can't land on something you're happy with before work begins, I'll refund you in full.
- You'll get progress photos throughout, so there shouldn't be surprises at the end.
Press-on nail sizing
Because press-ons are sized to your measurements and worn against the nail, they can't be returned for hygiene reasons once shipped.
That said, I want them to fit. If a set doesn't sit right, send me a photo within 7 days of delivery and I'll remake the nails that are off, free, one time. You cover return postage if the originals need to come back to me.
Damaged or lost in the post
If your order arrives broken, email me within 48 hours with photos of the piece and the packaging, including the box. I'll either replace it or refund you in full, your choice. Please keep the packaging until we've sorted it — carriers usually require it for a claim.
If tracking shows delivered but nothing arrived, check with your neighbours and your local carrier first, then email me and I'll help chase it.
Cancellations
Ready-to-ship orders can be cancelled for a full refund any time before they ship. Once there's tracking, treat it as a return instead.
Sale items and gift cards
Discounted items follow the same rules as their category. Gift cards are non-refundable.
Getting in touch
Email info@mysoulcreations.net with your order number and I'll get back to you within 2 business days. I'd much rather fix a problem than have you sit with something you're unhappy about.
My Soul Creations