FAQ

Order Status

I haven't received an email about my order, has it been placed?
Good question! We send an email shortly after placing your order with an order confirmation to ensure you have a receipt. If you haven't received one and it's not in your spam folder, it's possible the order wasn't completed or your email address was entered incorrectly. Please contact us at our email address support@custom-love.co, and we'll make sure it's rectified.

Where is my order?
Check your inbox for a shipping confirmation email. If this doesn't work, contact us at support@custom-love.co We need the recipient's name, the email address used to place the order, and the order number. Once we have that information, we'll contact you with additional details about your order status.

I haven't received my package, what should I do?
If you haven't received your package on time, it may have been lost during transport. Send an email to support@custom-love.co so we can personally address your situation and get your items delivered as soon as possible!

I received my order and noticed an error, how can I correct this?
If CustomLove makes a mistake in your order, we'll do everything we can to rectify our blunder. Contact us at our email support@custom-love.co with your name, order number, and details of the error (attach photos!) so we can make it right as soon as possible.

I entered the wrong engraving, can I change it?
Email us right away! We may be able to correct it. But for engravings, we often can't make changes after the order is placed.

Shipping

When will my order be shipped?
CustomLove strives to ship your personalized jewelry as soon as possible. It's important to know that we make every piece to order, especially for you or a loved one. Something made with love takes time. Orders are shipped within 1 to 3 working days after ordering, but some jewelry may require longer production times, and during holidays, it may take a bit longer. Please contact us first (support@custom-love.co) for more details.

How long does shipping take?
This varies by product; some jewelry items need to be personalized, which takes more time than items we can immediately deliver from stock. The shipping time is indicated per product on the product page. Under the 'Shipping Information' tab.

How much does shipping cost?
We cover the shipping costs of our products entirely. All our products are delivered to you free of charge. There is no minimum order value required.

What is Prio+?
By purchasing the Prio+ option, we will prioritize and ship your order first!

Warranty

What does the 30-day warranty cover?
Our 30-day warranty for personalized jewelry covers any defects in materials or craftsmanship under normal use during the warranty period. If your personalized jewelry item shows any signs of defects within 30 days of the original purchase date, we will replace it at no additional cost to you (excluding shipping fee). This warranty does not cover damage resulting from accidents, misuse, or alterations. To file a warranty claim, please contact our customer service team with your order details and a description of the problem.