We want you to love what we create for you.
Because many Countryside Custom Designs products are customized or made specifically for each order, we do not accept general returns for change of mind.
However, if there is a problem with your order, please contact us. We want to make it right.
Custom & Personalized Items
Custom and personalized products are final sale unless the item arrives damaged or defective, or we made an error while creating your order.
This includes products created with custom:
Names or personalization
Designs or artwork
Colors or specifications
Business/team/group information
Other customer-requested customization
Once production has begun, these items cannot generally be returned or refunded.
Made-to-Order Apparel
Please carefully review the product description, color selection, and sizing information before ordering.
Because apparel is made specifically for your order, we do not accept returns because of:
Incorrect size ordered • Change of mind • Color preference • No longer wanting/needing the item
Limited size exchanges may be considered on a case-by-case basis for eligible, unworn items.
If an exchange is approved because the customer ordered the incorrect size, the customer is responsible for applicable return and replacement shipping costs.
Custom or personalized apparel may not be eligible for a size exchange.
If We Made a Mistake
If you receive the wrong item, size, color, design, personalization, or another detail that differs from what you ordered, please contact us.
If the mistake was ours, we'll correct or replace the item at no additional cost to you.
Damaged or Defective Items
If an item arrives damaged or defective, please contact us within 7 days of delivery.
Include:
Your name • Order number • Description of the problem • Clear photos showing the damage or defect
Once we've reviewed the issue, we'll work with you on an appropriate correction or replacement.
Candles & Non-Custom Items
Unused and unopened non-custom products may be eligible for return or exchange on a case-by-case basis.
Customers should contact us before returning anything. Items returned without prior approval may not be accepted.
Unless the product arrived damaged, defective, or incorrect due to our error, original and return shipping charges are generally non-refundable.
Due to the personal nature of fragrance preferences, candles that have been burned or used cannot be returned solely because the customer does not prefer the scent.
Cancellations
Need to cancel or change an order? Contact us as soon as possible.
Orders may be cancelled before production or material ordering has begun.
Once we have started creating your order, ordered materials specifically for it, or otherwise begun fulfilling a custom order, the order can no longer be cancelled or refunded.
How to Contact Us About an Issue
If something isn't right with your order, please don't hesitate to reach out.
Use our Contact Us page and include your order number, a description of the issue, and photos when applicable.
Please contact us before sending an item back.
We want every customer to have a positive experience with Countryside Custom Designs, and if we've made a mistake or there's a genuine problem with your order, we'll work with you to make it right.