Refund policy
Return & Refund Policy
We accept returns of new, unopened, or defective products within 30 days of delivery. Return shipping is the customer's responsibility. No restocking fees apply. Once we receive your return, refunds are processed within 5 days.
Your family crest is created uniquely for you and made to order once your purchase is placed. If you have any concerns about your order, please don't hesitate to get in touch.
Damaged or incorrect items
We take great care in producing and packing every order, but if your item arrives damaged, defective, or not as expected, please contact us within 30 days of delivery.
To help us resolve this quickly, include:
- your order number and product description
- a brief description of the issue
- clear photographs of the item
Once reviewed, we will arrange either a replacement or a refund, depending on the situation.
Lost or delayed orders
If your order has not arrived within 21 days (domestic) or 35 days (international), please get in touch and we will work with our fulfilment partner to investigate and resolve the issue.
Contact
For any order-related concerns, please contact Family Crests Store at: eamonn@walshdesign.co.nz