RETURN POLICY + FAQS
Personalized items cannot be returned.
If you realize that you’ve made a spelling error on your order, send us an email immediately to firstname.lastname@example.org. If the order has not been completed, phew! we’ll fix it. If the order has already gone into production, we cannot fix it or offer a refund.
We ask that you check, and then double check the name(s) and/or birthday, font and thread colour you have selected.
Of course if there is a problem with your order or a mistake made on our end we'll correct the order and keep you updated on turnaround time.
If your order has not yet gone into production, we will be able to cancel the order. If it's already been personalized, we cannot offer an order cancellation.
What is the turnaround time?
Currently we have a turnaround time of 2 weeks. We do our best to turnaround items as quickly as possible but please keep in mind that each gift is made to order. Trust us, it’s worth the wait!
What if I have my very own idea for a personalization?
We created ketzel to make your gift giving fun and easy. That’s why you’ll notice that for each product we offer a short list of thread colours and font styles based on what we think looks best.
However, we are more than happy to create something with you that is super duper personalized. If you have a thread colour request or an idea that is not offered, please get in touch and we’ll do our best to make it happen! Just email us at email@example.com.