Refunds and exchanges

Products are unique and made to order. Therefore, they are non-refundable and ineligible for exchange.

Handmade cards and handcrafted shadowboxes

In the case of handmade cards and/or of handcrafted shadowboxes, although Gifts by Shell makes every effort to post product photos that are representative of the card or shadowbox created, there will undoubtedly be slight variations.

For example, cardstock and patterned papers may vary in colour due to manufacturers’ printing methods, dye lots, and other production methods outside our control. In addition, as each piece is created by hand and not mass produced, placement and alignment of stamped images, die cut shapes and letters, and surface embellishments such as half pearls, gems, or charms may vary slightly from one product to another.

Photo products

With respect to photo prints and photo products available for purchase through this website, please note that Gifts by Shell works with a third-party print-on-demand broker. As such, Gifts by Shell does not hold any inventory and does not perform any of the printing. Refunds are therefore subject to the print-on-demand broker’s terms and conditions, as outlined below.

1. Our print-on-demand broker does not hold any inventory and does not perform any of the printing itself. Other than issues caused by technical error, neither Gifts by Shell nor the the print-on-demand broker is responsible for the quality and outcome of produced orders. The quality of the production is dependent on the print provider brokered to fulfill orders. Each print provider has its own tools and procedures.
2. Our print-on-demand broker’s own Merchant Support team handles all conflict resolution on our behalf. Once you have made us aware of an issue with your order, Gifts by Shell will contact Merchant Support for all conflict resolution. If the produced order does not meet customer expectations, let Gifts by Shell know immediately, as we must first contact Merchant Support within 30 days of product delivery.  To best resolve the matter, please provide us with all provide all relevant materials such that we can communicate effectively with Merchant Support, who will investigate the issue. This includes a description of the produced prder, the issue, and quantity of products affected.
3. Products are unique and produced to order. Therefore, they are non-refundable. Order contents (products, shipping method, delivery and return addresses) cannot be further modified once the order is placed.  If the shipment details are incorrect, or if the you ordered the wrong size or colour, neither Gifts by Shell nor our print-on-demand broker cannot be held responsible.
4. Once an order is placed, neither Gifts by Shell nor its print-on-demand broker can guarantee that it will be possible to issue a full or partial refund in the event of a cancelled order. Upon receiving a cancellation request, our print-on-demand broker will determine whether your cancellation is eligible for a full or partial refund depending on the stage of the fulfillment of the order.
5. Gifts by Shell does not provide refunds for orders still in transit. If tracking of an order states that it has been delivered, yet you report it as not received,  our print-on-demand broker reserves the right to refuse a free of charge reprint or a refund.  Such instances are investigated on a case-by-case basis.
   
6. Please ensure that the specified delivery address for your order is valid and accurate. If a delivery of an order is incomplete due to an invalid or incorrect address, Gifts by Shell can either request a reshipment or cancellation of the order. You are responsible for all costs associated with reshipment and/or cancellation.
7. Orders may be delayed due to delays from  shipping carriers.  Gifts by Shell cannot guarantee precise delivery dates on shipping, as these are dependent on the shipping carriers. Consequently, Gifts by Shell assumes no liability associated with delay and does not offer any reprints and/or refunds caused by shipping delays, unless Merchant Support determines that the package was lost in transit.

If there is an issue with a photo product (i.e., poster, canvas print, postcard, wall calendar), please ship it to us at Gifts by Shell. Please note that you are responsible for all shipping costs related to the return of your item.

Once your return is received and inspected, Merchant Support will notify us that they have received your returned item. Merchant Support will also notify Gifts by Shell of the approval or rejection of your refund, and we will pass this information along to you as appropriate.

If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a set number of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again, then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact Gifts by Shell and we will attempt to escalate the matter on your behalf.

Need help?

Contact us for questions related to refunds and returns.