We offer the option of a full refund if we are notified within 7 days of delivery if the goods are agreed as being faulty, damaged, or different from those ordered (example: a shipping mistake – wrong order) unless arrangements were previously made prior to placing your order (example: customer contacted us prior to placing the order and there are special circumstances) Proof is required by photos or return of item(s) ordered. We reserve the right to remedy any faulty workmanship or exchange the item before we are obliged to give a refund. Our refund policy excludes any custom made items and any items with any element of personalization. This includes hourglasses as each is custom made per order. Replacement or Refund will not be made until the item is returned in its original condition with all the original documentation. Each order is shipped with adequate insurance for breakage, so refunds will be made by the original method of payment once the insurance claim is approved and paid by the shipper. Each hourglass is handmade and a lot of work and craftsmanship goes into making each order perfect. Our normal production time is noted as 2-6 weeks prior to shipping and can exceed 6 weeks during busy seasons which are defined as April 15 - October 15 and December 12 – December 24. If we are notified of a deadline and are unable to meet it, we will immediately refund your purchase amount and decline the order. If we accept your order and are aware of your deadline and do not meet it, a refund will be made. If you do not notify us if you have a deadline, your order will ship within 2-6 weeks and can exceed six weeks during the dates mentioned above and no refunds will be issued if we miss a deadline we are unaware of. If your order production time exceeds 12 weeks you will be notified and offered the option of a refund. Refunds will not be issued on any order returned after 7 days unless other arrangements have been made. Shipping costs are non refundable.

We are committed to continuous improvement - be sure to include a note specifically explaining your concern. Also, please indicate whether you'd like us to issue you a replacement or credit. Please include the shipping label from the outside of your package and a copy of your receipt from your order for identification purposes.