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FAQ

CUSTOMER SERVICE

QUESTIONS OR CONCERNS

Contact us via email at hello@simplesentimental with any questions, comments, or concerns about your order or an order you would like to place. If you have already placed an order, be sure to include your order number in the email so we can locate it!

MY ORDER ARRIVED, BUT IT ISN'T RIGHT

This rarely happens, but because each item is handmade by people, we have human error sometimes! If your order has the incorrect color, incorrect spelling, etc, please contact us within 48 hours of the package being delivered and send a photo so we can send a new product or find another solution.

If you order is missing an item, let us know and we will check our cameras in our production facility to verify if anything was left out of the order.

CHANGES TO AN ORDER

We are more than happy to make change to your order before it enters production! Email us at hello@simplesentimental.com with your order number and your request so we can let you know if it is possible.

IF YOU LEAVE INFORMATION OUT OF YOUR ORDER

We will reach out to you as soon as we realize we need more info! If we do not hear from you within one week, we will cancel your order.

RETURN POLICY

RETURNS 

Because each product we create has been made to order, we do not accept returns on any of our products.

If your product is defective, has an incorrect spelling, or you are not pleased with your item, please let us know with 48 hours of delivery. We want every experience with Simple & Sentimental to exceed your expectations, and we want to ensure you receive excellent products!

EXCHANGES

If you purchased a non-personalized item, you may exchange it for a different size. It is up to the discretion of Simple & Sentimental to determine if the item was personalized. Personalized items include items with custom colors, sizes, text, etc.

SHIPPING

CURRENT TURNAROUND TIME

It typically takes us 1-2 business days to fulfill an order. This is the time it takes us to hand make and design your custom items. If there are any delays, we will let you know as soon as possible!

SHIPPING TIME

The shipping timeline depends on the method you choose at checkout. The options are listed below!

  • First Class Mail: 2-5 business days
  • Priority Mail: 2-3 business days
  • Priority Mail Express: 1-2 business days

These time frames are estimates, they are not guaranteed.

CHANGING YOUR SHIPPING ADDRESS

Notify us as soon as possible to change your shipping address before your product ships. Please note that we cannot change your shipping address once we have printed your shipping label/ you have received an email with tracking information.

MY ORDER ARRIVED DAMAGED

If there is an issue with your order (ex- product defect, incorrect item, etc), we must be notified within 48 hours of the package being delivered.
Please reach out to us via email - hello@simplesentimental.com. In the email, please include
  • Your order number
  • Photo(s) of the damaged item(s)
  • Photo(s) of the outside of the package the items arrived in

MY PACKAGE WAS MARKED AS DELIVERED, BUT I CAN'T FIND IT

  1. Check all side doors and your mailbox, with neighbors, or the front office (if applicable)
  2. Ask your family/friends who live with you if they got the package for you.
  3. Wait a few days - USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely
  4. Contact the local post office, provide the tracking number, and let them know what happened to see if they can help
  5. If the item does not show up (which is rare), file a claim online or at the post office that delivered the item (USPS insures Priority Mail and in most cases are liable for misdelivered or stolen property)

Please note we cannot reimburse lost, stolen, or mis-delivered packages. Thank you for understanding!

MY PACKAGE IS BEING RETURNED TO YOU

As soon as the package makes it back to us, we will reach out to you! This typically happens because the mailing address is not valid. Once we receive the package, we will set up payment for a new shipping label and get it sent to a new address.