Refund policy

Last updated: October 10, 2026

At CraftMello, every item is made to order the moment you place your order, and most of our ornaments and keepsakes are personalized with your names, dates, or photos, so they cannot be resold to anyone else. Please read this Return & Refund Policy carefully before ordering.

1. Defective, Damaged, or Incorrect Items — 30-Day Guarantee

We stand behind the quality of every item, whether acrylic, wood, or 3D-printed. If your item arrives defective, misprinted, broken in transit, or is not the item you ordered, we offer a free replacement or a full refund within 30 days of delivery.

How to make a claim:

  1. Email us at support@craftmello.com within 30 days of receiving your order.
  2. Include your order number.
  3. Attach clear photos of the defect, damage, or incorrect item (and the packaging, if damaged in transit).

Once we verify the issue, we will send a free replacement or issue a full refund to your original payment method. You do not need to send the item back.

2. Personalization Errors

We print your personalization exactly as it is entered at checkout. Please double-check the spelling of names, years, and text, and make sure uploaded photos are clear before placing your order.

  • If the item does not match the personalization you submitted, it is our error and is covered by the 30-day guarantee above.
  • If the error was in the details you entered (for example, a misspelled name), we are unable to offer a free replacement or refund. Contact us within 24 hours of ordering and we will correct it before production — see our Cancellation & Modification policy.

3. Change of Mind

Because each item is made to order for you, we cannot accept returns or exchanges, or offer refunds, for change of mind, including choosing a different design, style, color, material, or size after production has started.

Our ornaments come in several sizes (for example 3", 4", 5" or 6"). Please check the size and options on the product page before ordering.

4. Lost in Transit

If your tracking shows no movement and more than 22 business days have passed since your order shipped, please contact us at support@craftmello.com. We will work with the carrier and, if the package is confirmed lost, send a replacement at no extra cost.

5. Refund Processing

Approved refunds are issued to your original payment method. Please allow 3–5 business days for your bank or card issuer to post the refund to your account.

6. Contact Us

If you have any questions about your order, we're happy to help:

CraftMello
Email: support@craftmello.com
Website: craftmello.com
Address: 1926 Turner Dr, Houston, TX 77093, United States