Return and Refund Policy

Return & Refund Policy — The Ornament Story

At The Ornament Story, every ornament is custom-made with care and crafted specifically for you. Because of the personalized nature of our products, we do not accept returns for change of mind or unwanted items.
However, we want you to love your order. If there is an issue, we are here to help.

Refunds & Replacements

We offer refunds or replacements in the following cases:

✔️ The product arrives damaged or defective
✔️ The item you received is incorrect
✔️ You did not like the product, but a request is made within 5 days of delivery

Please report any issue within 5 days of receiving your order, along with photos or a short video showing the problem.
Email us at theornamentstory.co@gmail.com
.

Damaged or Incorrect Items

If your product arrives broken, damaged, or you received the wrong design:

Provide your order number and clear photos/videos of the issue

We will review your request

We will send a replacement at no cost or issue a refund

Non-Returnable Items

Because our ornaments are personalized and made to order, returns are not accepted unless the item is damaged, defective, or incorrect.

This includes:

Custom designs

Personalized ornaments with names, dates, or photos

Made-to-order products

Refund Processing

Once your case is reviewed and approved:

Refunds will be issued to your original payment method

Please allow 5–10 business days for your bank or card provider to process the refund

If you do not see your refund after 15 business days, please contact us again.

Questions?

We’re always here to help.
Email us anytime at theornamentstory.co@gmail.com