Policies & FAQ
Holiday Ordering Dates:
For delivery by December 24 (Christmas Eve) within the US, please place your order by 12 midnight EST on December 16, 2016.
For delivery by December 24 (Christmas Eve) of Children's Furniture (chairs, tables, toy boxes) or Custom House Portraits within the US, please place your order by 12 midnight EST on December 4, 2016.
ALL orders placed by these dates will be expedited for holiday delivery regardless of the "timing" stated in the item description.
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, as well as children's furniture, may take up to three to four weeks to be handmade for you in our studio. This is noted on the item page. “Crafting Time” does not include shipping to your location. All timing is in business days. Our studio is not open on holidays. During the Christmas season, please refer to the delivery deadlines mentioned above.
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 business 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 Express delivery during the checkout process.
If you need an item in a hurry, or want to be sure it will reach you by a certain date, please contact us (email@example.com) and we will do our best to answer any questions and accommodate your request. Additional fees may apply for expedited crafting and/or express shipping.
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, although may be as long as two weeks to some locations. (International Customers, please see below for details on international shipping.) Delivery confirmation is included for all US shipments. An Express Shipping option is also available during the checkout process, and averages 2 days to arrive. Overnight delivery via Fedex may be available, please contact us with details of your request. 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 or for orders that arrive late due to postal service error.
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 (Germany, Italy, France), parts of Asia, India, and the Middle East can take 4-6 weeks or more to arrive. There is no insurance on this shipping 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 or USPS. This service does offer tracking and is insured, and averages 5-12 days for delivery to most locations. Note that this does vary by location and can not be guaranteed.
When ordering internationally, duty/taxes charges may be incurred at the time of receipt of your order; as the buyer, these fees may be charged to you when your package arrives, and are solely your responsibility. We will not issue refunds on orders returned to us because you have denied the duty/tax charges, nor can we refund orders that arrive past the scheduled delivery date.
GIFT WRAPPING & NOTES
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!
Occasionally we offer promo codes or other discounts valid in our shop for a limited time. If you have a promo code to use, it must be entered at the time of your order. We can not apply the discount to orders that have already been placed. Discounts can not be combined with other offers.
Promo codes may not be applied to custom requests outside of our normal product range. Codes may not be applied to items already discounted as "set pricing."
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.
Here at Paloma's Nest we specialize in custom designs that are perfect for corporate gift-giving and as client gifts for professionals in many industries. We offer special pricing on orders of ten items or more, and additional discounts to businesses and vendors looking to give a gift of thanks to their colleagues and clients that reflects their brand. Please contact Caroline or Jose at mail (@) palomasnest.com to start the process of designing or selecting the perfect gifts to represent your business!
Paloma's Nest has select products available for wholesale to brick and mortar shops worldwide.We welcome retailers and stockists to contact us if interested in selling our wares in your shop. We offer a selection of our designs to boutiques, wedding salons, paperies, galleries, and children's shops.
To receive our current line sheet and terms, please email us at mail (@) palomasnest.com and include your shop name, location, tax resale number, and a little bit about your store.
The Fine Print