Refund policy
Returns & Refunds
We're a small family shop, and we want you genuinely happy with what you get from us. If a piece shows up damaged, defective, or just not what you hoped for, reach out — we're easy to work with and we'll make it right. Here's the plain-language version, no fine-print traps.
If it arrived damaged, defective, or wrong
This is on us, always — it's our workmanship promise. If your order shows up broken, flawed, or not what you ordered, let us know within 7 days of delivery and we'll take care of it, no hassle.
- We'll replace it or refund it in full — your choice.
- We cover return shipping when the issue is on our end.
- No restocking fee, no runaround.
To help us fix it fast, send a quick photo of the issue (and the shipping box, if it took a beating in transit — that helps us sort it with the carrier). We ask for a photo so we can see exactly what went wrong and make it right, not because we doubt you. Reporting within 7 days makes sure we can address it in time, including any carrier claim.
Changed your mind?
No problem — you have 14 days from delivery to send most items back. A few simple conditions keep this fair for everybody:
- The item comes back unused and in its original condition — no damage, no wear.
- You cover return shipping for a change-of-mind return (we cover it when the problem was ours).
- Once it's back and checked over, you choose: a full refund or store credit.
- Still no restocking fee.
If a piece comes back used or damaged, we may not be able to refund it in full — it has to be in the same shape it left in.
Custom & made-to-order pieces
Lots of what we make is custom or made just for you, and we stand behind every bit of it. Our workmanship is always covered — if a custom piece arrives damaged, defective, or wrong, the "make it right" promise above applies exactly the same, reported within 7 days. Custom pieces can come back for a change of mind too, under the same 14-day, unused-and-undamaged terms as everything else. We just ask that you look your order over soon after it arrives.
How to start a return or report a problem
Just email us — a real person reads it. Include your order number (it's on your confirmation email), a quick note on what's up, and a photo if something arrived damaged or wrong. We'll reply quickly with the next step.
Email: hello@farglesfactory.com
Refund timing
Once we've received a return, or approved a replacement or refund for a damaged item, we process it promptly. Refunds go back to your original payment method (or as store credit, if that's what you chose). Depending on your bank or card, it can take a few business days to appear.
Questions?
If anything here isn't clear, or your situation doesn't quite fit, just ask. We'd rather have a friendly back-and-forth and find something that works than hide behind a policy. Reach us any time at hello@farglesfactory.com.