100% Satisfaction Guarantee
Our Promise: Your Memory, Perfected.
At Carve Moments, our goal is to perfectly translate your precious memory into a work of art you'll love. We stand behind every egg carving, snuff bottle portrait, and custom piece we create. If your artwork doesn't meet your expectations, we will make it right.
How Our Guarantee Works
- Review Your Art: Upon receiving your order, please inspect it carefully.
- Contact Us Promptly: If anything isn't perfect, email us at info@carvemoments.com within 7 days of delivery. Please include your order number and clear photos of the item.
- We Find a Solution: Our team will review your case and present the best resolution—typically a free remake, a full refund, or store credit—within 3 business days.
Common Scenarios & Solutions
- “The portrait doesn’t look like my photo.” ➜ We will remake the item for free.
- “The item arrived damaged.” ➜ We will send a replacement immediately or issue a full refund, including original shipping costs.
- “It’s not quite what I imagined.” ➜ Please note this falls under our change of mind policy (see below).
Change of Mind / “I Don’t Like It”
Because your artwork is made to order based on your photo and approval, we generally do not accept returns or offer refunds for change of mind. This includes situations where you simply don't like the style or no longer want the item.
Exception: In rare cases and at our discretion, if we agree to accept a return, the following conditions apply:
- Item must be unused, unaltered, and in original packaging
- Return shipping cost is paid by you
- Original shipping cost is non-refundable
- Refund will be processed after we receive and inspect the returned item
Important Details
- Process Time: Refunds are processed within 10 business days after we receive and inspect the returned item (if applicable).
- Return Shipping (Quality Issues): For confirmed quality issues or damage, we will provide a prepaid return label.
- Return Shipping (Approved Change of Mind): Return shipping is your responsibility.
- Custom & Personalised Nature: Due to the handcrafted and personalized nature of our products, we cannot accept returns or issue refunds simply for a "change of mind" after production has begun. Our guarantee focuses on quality and accuracy.
- Delivery Confirmation: We always email you a photo of the completed artwork for your approval before shipping. Please review it carefully—after your approval, we proceed to ship.
Your Feedback Makes Us Better
We take great pride in our craft. If something was less than perfect, we sincerely want to know. Your feedback is crucial in helping our artisans and process improve.
Questions?
If you have any questions about our guarantee, please contact us at info@carvemoments.com. We typically respond within 48 hours.