Customer Responsibilities & Proof Approval
Customers are responsible for providing accurate information and materials required for their order, including names, dates, event details, addresses, photos, illustrations, reference images, wording, and any other text or visual materials.
Customers confirm that they have the necessary rights and permissions to use any submitted photos, images, text, designs, or other materials provided to Reverie Moments.
Customers are responsible for carefully reviewing and approving the final proof before production begins.
Once approved, Reverie Moments will proceed with production based on the approved design and is not responsible for errors or omissions that were approved by the customer.
If the final product does not match the approved proof due to an error caused by Reverie Moments, we will work with the customer to resolve the issue.
Returns & Cancellations
We do not accept returns or exchanges for change of mind. If your order arrives damaged or defective, please contact us as soon as possible for assistance.
As all customized items are made to order, work begins after payment is completed and required details are received.
Cancellation eligibility depends on the stage of your order:
- Before customization details are submitted: A refund may be issued, minus a 5% cancellation fee to cover payment processing and administrative costs.
- After customization details have been submitted but before design work begins: A refund may be issued, minus a 15% cancellation fee to cover preparation and processing costs.
- After design work has begun or a proof has been provided: A 50% refund of the total order value may be issued due to completed design work and time invested.
- After production approval: Cancellations, returns, or refunds are not available.
This policy does not apply to products that arrive damaged due to shipping issues. Please refer to our Shipping Issues section for assistance.
Shipping Issues
Customers are responsible for providing an accurate and secure delivery address where someone is available to receive the package.
Once the tracking information confirms that the package has been delivered to the provided address, Reverie Moments is not responsible for packages that are lost, stolen, or misplaced after delivery.
If your package arrives damaged, please contact us as soon as possible and provide photos of the damaged packaging and products. We will review the situation and work with you to determine the appropriate solution.
If a package is lost in transit or delivery issues occur before the package is marked as delivered, please contact us so we can assist in communicating with the shipping carrier and resolving the issue.
