Policies & FAQ
Order Processing Times
Please place your holiday orders by 9 am EST, Monday December 15, for delivery by Christmas Eve within the US! (Yes, 9 in the morning! These busy elves have work to do!)
*Crafting will be expedited for ALL orders placed by this deadline, including custom designs, regardless of the crafting time noted in the item description, so that they ship to arrive to you by December 24 within the United States.*
(Orders placed after this time are not guaranteed for holiday delivery.)
International clients, we recommend you place your orders by November 1 to allow plenty of time for delivery. International delivery times can not be guaranteed.
**The studio will be closed for the holidays from December 15 thru January 2; any orders placed during that time will be crafted and shipped promptly upon our return.**
Standard Crafting Time: Every item description in our shop lists the "timing” for that specific design. This is the time it takes for your order to be crafted or prepared for shipment. Designs with custom text may take three to four weeks to be handmade for you in our studio-this is noted on the item page. Note that “Crafting Time” does not include shipping to your location.
Expedited Crafting Time: Sometimes we are able to offer Expedited Crafting on certain designs. This option will appear in the drop-down menu of item options on the item page. Expedited Crafting means we will craft your order in 10 days or less. This does not include shipping to your location, so if you are in a real rush, you would also want to select FedEx delivery during the checkout process.
Rush Orders: If you need an item in a hurry and don't find an Expedited Crafting option listed, please contact us (firstname.lastname@example.org) and we will see what we can do to accommodate your request. Sometimes additional fees may apply.
Paloma's Nest ships to customers worldwide.
Within the US, we ship by both Priority Mail and First Class Mail. We will select the method that will deliver your order to you in the least amount of time. Delivery time is about 3-5 days. (International Customers, please see below for details on international shipping.) Delivery confirmation is included for all US shipments. FedEx is also available as an express shipping option during the checkout process, and averages 1-2 days to arrive. Please note that shipping times DO NOT include the in-studio Crafting Time required for your order to be created. The Crafting Time for your item can be found in the item description page of each design. We are not able to refund for lost packages that have been confirmed as "delivered" by either carrier.
International Shipping Details
Orders to international addresses with Standard Shipping are sent via First Class Mail with the US Postal Service. This service does not offer tracking, and can not be guaranteed for a specific delivery date due to unavoidable delays in customs or within your local postal service. Average transit time to most countries is 2-3 weeks; however many locations, including South America, some European addresses, Asia, India, and the Middle East can take 4-6 weeks or more to arrive. There is no insurance on this method, and we do not refund for lost/unclaimed/undeliverable packages, or for orders that do not arrive by a specific date due to a delay in customs.
If you are waiting to receive an order and 3 weeks time has passed since you received your email notification of shipment, we strongly suggest that you check with your local post office to see if they are holding the parcel there for you for pick up and/or a signature.
Orders to international addresses with Express Shipping are sent via FedEx. This service does offer tracking and is insured, and averages 5-7 days for delivery to most locations.
Paloma's Nest is not responsible for any duty/taxes charges you may incur at the time of receipt of your order; as the buyer, these fees may be charged to you when your package arrives, and are beyond our control.
Gift Wrapping Options
Every Paloma’s Nest piece is designed to be cherished, and every detail is lovingly addressed. Each item that leaves our studio is hand wrapped in our Signature Gift Packaging, ready to give as a gift or to pack away as an heirloom when the time comes. (We try to note any exceptions to gift wrapping on the item description page.) We can add a gift note to any order for you, if you wish. We can also ship a gift directly to the recipient. Just leave us the message in the during the checkout process. If you do not leave us a message indicating your shipment is a gift, your recipient may not be aware of who the package is from- so don't forget!
Returns & Cancellations
Please note that every item is handcrafted, one at a time, in our studio by real hands. Real artisans. There will inevitably be variations in text layout, spacing, and arrangement of letters. There are no machines or computers used in creating your Paloma’s Nest item. Please do not expect, for example, your item to be perfectly round in shape, or for the stamping to be as straight as a ruler. We consider this to be the charm of the handcrafted piece. We hold ourselves to very high levels of craftsmanship, and every item that leaves our studio is quality-checked several times. We do not ship any product that does not meet or exceed our standards.
Custom pieces (any item created with personalized text, or special orders of any kind) are Final Sale. We do not accept returns or issue refunds for ANY customized item. An exception to this is an error made on our part that deviates from your original order (such as incorrect spelling of a name or date).
Exchanges on non-custom items are accepted when possible on a case by case basis. Please contact us within 2 days of receiving your order to get a Return Authorization if you would like to try something else. Shipping charges are not refundable and you may be responsible for the cost of shipping back to our studio. After contacting us, please carefully package the item back in its original packaging and shipping box/envelope, and include your order number, billing name, address, and email address in the package. Returns received without prior Return Authorization will not be processed.
Due to the highly customized, labor intensive nature of our designs, if we have already begun crafting a personalized item for you, we may not be able to change cancel the pending order. If you need to modify your order, please contact us within 24 hours.
We welcome retailers and stockists to contact us if interested in selling our wares in your shop.
We offer a selection of our designs at wholesale to boutiques, wedding salons, paperies, and galleries world wide. Please contact us to receive our current terms and policies. Include your shop name, location, tax resale number, and a little bit about your store in your email; or, fill out this inquiry form here. We look forward to connecting with you!
Corporate Gift Giving and Special Events
Paloma’s Nest offers quantity discounts for client gifts, wedding favors, corporate gift giving and other special events. Our discounts begin on orders of 10 pieces or more. Please contact us if you are interested in a large order, and we would be happy to discuss a price quote with you and arrange the details.
The Fine Print