Refund policy
At Gingerline, each order is prepared with care and attention to detail. Many of our products are personalized, custom-made, or created specifically for an individual order. Because of this, our return and refund policy differs from that of a traditional retail store.
Personalized and Custom Orders
Personalized, customized, made-to-order, and specially curated products are considered final sale once production has begun.
These items cannot be returned, exchanged, or refunded due to a change of mind, incorrect personalization submitted by the customer, color or style preference, or because the item is no longer required.
Customers are responsible for carefully reviewing all names, dates, wording, quantities, colors, specifications, and other personalization details before submitting or approving an order.
If Gingerline makes an error in the personalization or production of your order, we will work with you to make it right.
Non-Personalized Items
Unused and non-personalized products may be eligible for return within 14 days of delivery.
To qualify for a return, the item must be unused, undamaged, and in its original condition and packaging.
Return shipping costs are the responsibility of the customer unless the item was damaged, defective, or incorrect when received.
Original shipping charges are non-refundable.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, or different from what was approved or ordered, contact Gingerline within 7 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- Clear photographs of the item
- Photographs of the packaging if the order arrived damaged
Once the issue has been reviewed, Gingerline may provide a replacement, correction, store credit, or refund depending on the circumstances.
Please do not discard damaged products or packaging until your claim has been reviewed.
Order Cancellations
Orders may be cancelled for a full refund if cancellation is requested before production, personalization, sourcing, or preparation has begun.
Once work has started on a personalized, custom, bulk, or curated order, cancellation may no longer be possible.
If materials, products, or custom components have already been purchased specifically for your order, any approved cancellation may be subject to deductions for costs already incurred.
Bulk and Large Custom Orders
Bulk orders, corporate gifting orders, school orders, event orders, realtor orders, wedding orders, and other large custom projects are produced specifically for the customer and are final sale once approved and production has begun.
Customers are responsible for reviewing and approving all final order details before production.
Approval of a proposal, design, personalization list, quantity, or other order specification confirms authorization for Gingerline to proceed.
Changes requested after approval may result in additional charges and may affect the production or delivery timeline.
Changes to Personalized Information
If you notice an error in the information you submitted, contact Gingerline as soon as possible.
We will make reasonable efforts to update the order if production has not yet started.
Once an item has been personalized or produced, changes may not be possible and a replacement may require an additional charge.
Shipping Damage
Gingerline carefully packages orders for delivery, but occasional shipping damage may occur.
If your package arrives visibly damaged, photograph the package before opening it whenever possible.
Shipping-related damage must be reported within 7 days of delivery so that the issue can be reviewed and, where appropriate, a carrier claim can be submitted.
Lost or Missing Packages
If tracking shows that your order has not been delivered within the expected timeframe, contact Gingerline so we can assist with reviewing the shipment.
If tracking confirms that a package was delivered to the shipping address provided at checkout, Gingerline is not responsible for theft, loss after delivery, or packages delivered to an incorrectly entered address.
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Returned or Refused Packages
If an order is returned to Gingerline because of an incorrect address, failed delivery attempt, refusal of delivery, or another issue outside our control, additional shipping charges may apply before the order can be resent.
Personalized and custom products returned by the carrier are not automatically eligible for a refund.
Refunds
Approved refunds will be issued to the original payment method.
Please allow several business days after a refund has been processed for the funds to appear in your account. Processing times vary depending on your bank or payment provider.
Shipping charges are not refundable unless the refund is being issued because of an error by Gingerline.
Sale and Promotional Items
Personalized and custom items purchased during a sale or promotion remain subject to the same final-sale conditions described in this policy.
Any non-personalized clearance or final-sale items are not eligible for return unless they arrive damaged, defective, or incorrect.
Color and Appearance
Colors may appear slightly different depending on screen settings, lighting, materials, natural wood grain, printing, engraving, and handmade production processes.
Minor variations in wood grain, texture, finish, positioning, or color are part of the nature of handcrafted and personalized products and are not considered defects.
Contact Gingerline
If you have a question about a return, refund, cancellation, damaged order, or personalization issue, please contact Gingerline through the Contact page on our website.
We want every Gingerline order to feel thoughtful from the moment it is created to the moment it is received, and we will always review genuine order issues carefully and fairly.