Refunds & Return Policy

Because many Ellie Gray Creative Co. products are personalized, custom-designed, or made to order, all personalized and custom items are final sale and cannot be returned or exchanged. Please carefully review all personalization details, spelling, names, dates, colors, and other information submitted with your order before completing your purchase.

Damaged or Incorrect Orders

I want you to love your order! If your item arrives damaged, defective, or there is an error with your order, please contact me within 7 days of delivery with your order number and photos of the item and packaging.

If your order qualifies, I will work with you to provide an appropriate replacement or refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Personalized & Custom Items

Personalized, customized, and made-to-order products cannot be returned, exchanged, or refunded unless they arrive damaged or there is an error with your order.

Errors in personalization or other details provided by the customer are not eligible for a refund or replacement. Please double-check all information before submitting your order.

Digital Products

Due to the nature of digital products, digital downloads and digital files are non-refundable once purchased or delivered.

Cancellations

If you need to cancel an order, please contact me as soon as possible. Cancellations may be accepted if work or production has not yet begun. Once a personalized or custom order has entered the design or production process, it cannot be canceled.

Shipping

Original shipping charges are non-refundable.

Once an order has been transferred to the shipping carrier, Ellie Gray Creative Co. cannot guarantee delivery dates or transit times and is not responsible for delays caused by the carrier. Estimated delivery dates are provided as a guide and are not guaranteed.

If an order arrives damaged, please contact me within 7 days of delivery with your order number and photos of the item and packaging so I can help resolve the issue.

Questions?

Have a question or an issue with your order? Please reach out through the Contact page. I’m happy to help and want to make sure you’re pleased with your Ellie Gray Creative Co. purchase.