Refund policy
Refund and Return Policy
Because Elegy & Ivy items are custom-made, made to order, or finished individually, returns and refunds are handled on a case-by-case basis.
Custom and Made-to-Order Items
Most Elegy & Ivy products are created specifically for each order. For that reason, we generally do not accept returns or offer refunds for custom, personalized, or made-to-order items unless there is an issue with the order.
This includes, but is not limited to:
- Custom names, dates, or wording
- Personalized gravestone props
- Made-to-order designs
- Rush orders
- Items approved before production
- Items with intentional aging, distressing, weathering, paint variation, moss, lichen, or handmade texture
Each piece is made to have character, age, and cemetery-worn detail. Slight variations in color, texture, finish, distressing, and placement are part of the design and are not considered defects.
Order Issues
If there is a problem with your order, please contact me within 3 days of delivery.
Please include:
Your order number
A description of the issue
Clear photos of the item
Photos of the packaging, if the item arrived damaged
We will review the issue and determine the best next step. Depending on the situation, this may include a repair recommendation, replacement, partial refund, full refund, or another resolution.
Damaged Items
If your item arrives damaged, please contact me within 3 days of delivery with photos of the item, packaging, and shipping label.
Please keep all original packaging while the issue is being reviewed. This may be needed for a carrier claim.
Damage caused during shipping will be reviewed case by case. We will do our best to help resolve the issue, but the final outcome may depend on the carrier’s claim process and the details of the shipment.
Incorrect or Defective Orders
If we made an error with your order, such as incorrect wording, the wrong item, or a production issue that does not match the approved order details, please contact me within 3 days of delivery.
We will review the order and work with you on an appropriate resolution.
Customer-Provided Information
Customers are responsible for reviewing all names, dates, spelling, punctuation, and order details before submitting an order.
Elegy & Ivy is not responsible for errors submitted by the customer, including misspellings, incorrect dates, wrong addresses, or approved design details. If you notice an error after placing your order, contact me immediately. Changes may be possible if production has not started, but they cannot be guaranteed.
Cancellations
Cancellation requests may be considered on a case-by-case basis.
Because custom work may begin shortly after an order is placed, cancellations are not guaranteed. If materials have been ordered, design work has begun, or production has started, the order may no longer be eligible for cancellation or may only be eligible for a partial refund.
Rush orders may not be eligible for cancellation once accepted.
Returns
Returns are generally not accepted for custom, personalized, or made-to-order items.
If a return is approved on a case-by-case basis, the item must be returned in its original condition and packaging. Return shipping costs are the responsibility of the customer unless otherwise agreed.
Original shipping charges and rush processing fees are non-refundable.
Refunds
Approved refunds will be processed back to the original payment method. Please allow time for your bank or credit card company to process and post the refund.
Refunds are not guaranteed and are reviewed based on the specific details of the order.
Contact
For refund, return, or order issue questions, please contact Elegy & Ivy through the contact information listed on your order confirmation or website.