Do you accept returns, exchanges or change requests of custom orders?

Due to the custom nature of any items where personalization is chosen by the buyer, we do not accept returns, exchanges or requests for alterations after the order is submitted. We ask that you communicate any specific request through Etsy messaging during the order process. We will always do our best to accommodate requests made during the order process. Please double check spelling of all requested personalization as the order will be processed exactly as submitted.

​What do I do if there is a problem with the order I received?

Please notify us of any issues with your order within 48 hours of delivery. All shipped items are insured up to $100. If an item was damaged during transit, you can submit a claim to the shipping carrier. In this case, you must retain the box/packaging and take photos of the packaging, as well as the item(s) for the claim. Before shipping, all items are inspected to ensure there are no damage or physical defects.

What if my package is delayed/lost in transit or stolen?

Kindle & Char Boutique is not liable for packages that are delayed in transit, lost by the shipping carrier, or stolen-- all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item-- please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a mail theft report with your local police department.

Do you send photos before you ship items?

Due to the volume of orders that we create and ship every day, we are unable to send photos or create mock-ups before production and shipment, unless the listing specifically states that this is an option and it is requested at the time of order. We sometimes share sneak peeks of customer items on our Instagram @Kindleandchar.boutique

Do you offer rush production?

All orders are processed according to the processing time indicated in the listing. If you need it sooner, please reach out to us, as rush processing may be accommodated. Please note that a rush processing fee will apply and an add-on listing purchase for this will be required. All terms of this will be arranged and agreed upon between the customer and Kindle & Char Boutique before the order is processed.

Will you refund the difference if a sale starts after I place my order?

The price paid is the price of the item at the time of your order. We do not refund the difference if an item goes on sale after your order is placed.

What if I don't respond to communication by the seller?

If we have any questions about your order, or you requested a proof on a listing where proofs are offered, we will message you before processing your order. Please note that we need to adhere to shop deadlines and cannot hold orders beyond the expected ship date. If we have not heard back from you within the minimum processing time indicated, your order will be produced and shipped. For example: For an order with 3 to 10 business days processing time, respond to any inquiries within 3 business days. On the fourth business day, production of your item will begin and changes cannot be made at that time. This allows us enough time to produce, package and ship your items in a timely manner.

Can I return an item if it did not reach me on time?

Sometimes there are delays in transit times across all of our shipping carriers, and these will increase in the holiday season. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date. We are in no position to guarantee the timeline. We cannot refund or cancel orders if they did not reach you on time. Please note processing times for each item and choose your shipping option accordingly. If your order did not reach you on time, please contact us and the shipping carrier. We try our best to work with you but don't control shipping. Please understand, NO returns are accepted for shipping delays.