Returns & damage
Everything we sell is printed to order, for you. Here is what that means if something goes wrong.
Custom orders can’t be returned
Your names, dates and artwork are printed onto every piece, so we can’t resell them. We don’t accept returns or exchanges on custom printed orders.
That’s why every order gets a proof before anything prints. Check the spelling, the date and the layout. We print exactly what you approve, and we’ll revise it as many times as you need before you do.
If something arrives broken
Every glass ships double-boxed. If anything arrives broken anyway, we’ll make it right:
- Don’t unpack further. Photograph it as it sits, box and all, then set it aside.
- Email the photo to hello@flintandamber.com with your order number.
- Keep the box and packing until we’ve sorted it out. The carrier may ask to see it.
We’ll credit the broken pieces at the price you paid. If there’s still time before your event date, we’ll offer to reprint them instead.
Tell us within 7 days of delivery or 7 days of your event date, whichever is later, up to 45 days after delivery. Orders often arrive weeks ahead of the day, and you shouldn’t lose your window because you waited to open the box.
If we got it wrong
If your order doesn’t match the proof you approved, is short, or isn’t the item you ordered, that’s on us. Send a photo within the same window and we’ll reprint or credit it.
Questions
Email hello@flintandamber.com. See also our lead times.