Custom Product Policy

This policy outlines important information regarding the processing time, refund policy for all customized orders.

1. Processing & Delivery Time:
Customized orders require meticulous attention and specialized craftsmanship. To ensure your product is tailored to perfection, please allow up to 10 business days for processing before shipment. We appreciate your patience as we dedicate ourselves to creating and delivering your personalized ULOFEY product.

2. Custom Order Refund Policy (Non-Refundable Except for Verified Quality Issues):
Customized orders are unique pieces, meticulously designed and created according to your exact wishes and specifications. Due to their personalized nature, these items are generally non-refundable.

  • Returns for Quality Issues Only - 24-Hour Reporting Window: Once a customized product has been signed for upon delivery, returns are only accepted if there is a verifiable quality issue with the product. In such a rare event, you Must contact Ulofey Customer Service within 24 hours of signing for the delivery.To help us process your return request efficiently, please provide clear photos and videos. Our team will promptly handle your return process. Please note that return requests submitted after this 24-hour window will not be accepted. For a return to be eligible, the item MUST be in its original condition. This means it must be uncut lace, uncolored, free from any chemical treatments, and unwashed. Any item with altered lace, dye, chemical processing, or signs of washing will not be eligible for return.

  • Final Sale for Non-Quality Reasons: For reasons unrelated to quality issues (e.g., change of mind, incorrect specifications provided by the customer), customized orders are considered final sale and cannot be returned or exchanged.

Lifetime Repairs (First Repair Free): Ulofey stands behind the craftsmanship of our custom products. We offer lifetime repair services for your customized item.

Should your custom product require repair due to normal wear and tear or a minor issue, please contact our customer service.

Your first repair is completely free of charge.

For subsequent repairs, we will assess the issue and provide a quotation for any associated costs (e.g., materials, shipping).

  1. Clear Communication: When placing a custom order, clear communication is key to ensuring that your expectations are met. Please provide detailed instructions and specifications for your desired product. Our team will strive to fulfill your requests to the best of our abilities. Feel free to contact our customer service team if you have any questions or require further clarification during the customization process.

  1. Timely Updates: Throughout the creation of your custom product, we aim to keep you informed about its progress. We will provide periodic updates on the status of your order, including any potential delays that may arise. Rest assured that we are committed to open and transparent communication to ensure your satisfaction.

At Ulofey, we are dedicated to providing exceptional customer service and delivering products that bring joy and fulfillment. Our Custom Product Policy is in place to ensure that your customized order is handled with care and attention to detail. If you have any further inquiries regarding our policy or require assistance with a custom order, please do not hesitate to reach out to our customer service team. We are here to assist you.

Thank you for choosing Ulofey as your trusted provider of unique and personalized products. We appreciate your support and look forward to creating a custom piece that exceeds your expectations.

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CONTACT INFORMATION

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Service@ulofey.com

Everyday 9:00-17:00