Frequently Asked Questions

What is the return policy?

Our goal is for every customer to be entirely satisfied with their purchase. If this isn't the case, let us know, and we'll do our best to work with you to make it right.
Eligible non-personalized merchandise may be returned in accordance with our Return & Refund Policy. Items must meet the return requirements listed in that policy.
Personalized and custom-made items are final sale and cannot be returned or exchanged for change of mind, sizing, or customer-entered personalization errors. If your item arrives damaged, defective, or incorrect due to a production error, please contact us.
Are your products made to order?

Many of our products are made to order, which means they're created after your order is placed rather than being pulled from pre-made inventory. This helps us offer more designs, colors, sizes, and personalized options.
When will I get my order?

We will work quickly to ship your order as soon as possible. Processing times vary by product. Personalized and made-to-order items require production time before they ship.
Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How does personalization work?

For products marked as personalized, select your available options and click Add Personalized Design to enter your personalization details. Carefully review all names, spelling, colors, sizes, and other selections before adding your item to the cart.
Can I see a proof before my personalized item is made?

Unless specifically stated on the product page, a separate design proof is not provided before production. The personalization entered and approved during the ordering process will be used to create your item.
Can I change my personalization after ordering?

Contact us immediately if you notice an error. Because personalized products may enter production quickly, we cannot guarantee changes or cancellations once an order has been submitted.
What if I order the wrong size?

Please review the size chart on the product page before ordering. Because personalized items are created specifically for you, we cannot accept returns or exchanges due to an incorrectly selected size.
Will all of my items arrive together?

Not necessarily. Some products may be created or fulfilled by different production partners. If your order contains multiple products, you may receive more than one package.
What if my package says delivered but I don't have it?

First check around the delivery location, with members of your household or neighbors, and with the shipping carrier. If you still can't locate the package, contact us with your order number and we'll help determine the next steps.
What if my item arrives damaged or incorrect?

Please contact us within 7 days of delivery with your order number and clear photos of the item. If we confirm a production error, defect, damage, or incorrect item, we'll work with you to make it right.
Do you ship internationally?

At this time, Golden & Lovely Co. ships within the United States only.