FAQ

Frequently Asked Questions

All items are handmade in Spring, Texas

Do you accept returns?

In most cases, we do accept returns within 30 days of the purchase. Please email us to request a return and provide details for the request. Shipping fees incurred to send back to us is the responsibility of the customer.  Once the item is received, we will submit a refund for the cost of the product.

All discounted merchandise orders are final sale; no returns, exchanges or store credit will be given.

How long will it take to arrive?

Some products are RTS (ready to ship), but many products, especially custom orders, are MTO (made to order). RTS items will ship out within 5 business days of the order. MTO items require an additional 2 weeks to craft the item, then 5 business days to ship.

What if my product arrives damaged?

Our shipping carrier is USPS, and we ship flat rate ground shipping with the free shipping option. If your product arrives damaged, email us (1) the date the item was received, (2) a photo of the shipping label, (3) a photo of the damaged product and shipping container, (4) 

The tracking or label number is found on your online label record, package label, mailing receipt, or sales receipt. Tracking and label numbers are between 13 and 34 characters. You may be asked to take the entire package to your local Post Office™ facility for inspection.

How do I care for my pieces?

For simple maintenance, try to keep it clear of dust or other particles that may stick to the fibers. You may spot clean with a gentle detergent and warm water if necessary. 

Shipping may cause some strands to slightly unravel. In this case, you can simply send us a photo and we can recommend the best course of action. Unravelling at the ends is normal and will occur over time. Humid weather may also cause frayed ends to curl, which is normal as well. These can be combed out with an unused fine-toothed animal hair comb.