Policies

At The SHIA Family, we are deeply committed to creating meaningful, custom gifts for bereaved parents. Each item we make is a thoughtful tribute, crafted with care and sensitivity. Because of the personalised nature of our products, we do not accept returns or exchanges once an order has been placed and production has begun.

Important Information:

• Order Confirmation: After you place your order, our team will reach out to you directly to confirm all the personalisation details (such as names, dates, messages, etc.) for your custom gift. Please check your inbox and junk mail. This ensures that everything is correct before we begin crafting your item. We ask that you review and approve these details promptly to avoid any delays. Please double-check all information to ensure its accuracy, as we cannot be held responsible for errors in the details provided by the customer.
• No Returns or Exchanges: Due to the custom nature of our products, we are unable to accept returns or exchanges. If you have any concerns or questions before placing your order, please contact us, and we’ll be happy to assist you.
• Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 7 days of receipt. We will work with you to resolve the issue.
• Personalisation Accuracy: We take great care in producing each gift. However, please ensure that all personalisation details are correct when we contact you after your order is placed. Once the details are confirmed, we will proceed with production and cannot make changes afterward.

We understand how important these gifts are and the emotions tied to them. If you have any questions or need assistance, please don’t hesitate to reach out. We are here to support you and ensure that your custom gift meets your expectations.

Thank you for trusting The SHIA Family to create a meaningful and comforting gift.

Personalisation Policy

We take great pride in creating meaningful, personalised gifts that bring comfort and healing to bereaved parents. We understand that each detail matters, and we strive to incorporate every request into the design of your custom item.

However, please note that due to the size and design limitations of certain products, it may not always be possible to include every element or request exactly as submitted. We will always do our best to accommodate your wishes and will reach out if any adjustments are necessary to ensure the best possible outcome for your gift.

Key Points:

• Design Limitations: Some items may have size or space restrictions that could prevent all personalisation requests from being included. For example, longer names, messages, or detailed artwork may need to be adjusted to fit the design.
• Effort to Accommodate: We will always make every effort to incorporate as many details as possible. If there are any constraints that affect the personalisation of your item, we will contact you promptly to discuss alternatives or modifications.
• Approval Process: After your order is placed, we will reach out to confirm the personalisation details. If any changes are required due to space or design limitations, we will provide suggestions and ask for your approval before proceeding with production.
• Personalisation Timeframe: Please note that it may take 2 to 4 weeks to fully personalise your item and prepare it for delivery. The timeframe depends on the complexity of the design and our current order volume. We will keep you updated throughout the process, and we appreciate your patience during this time.
• Final Design: The final design will aim to reflect the essence of your request, but minor adjustments may be made to ensure the best possible fit within the limitations of the product.

We deeply appreciate your understanding and patience as we work to create a gift that honours your loved one in the most meaningful way possible. If you have any concerns about personalisation or specific requests, please feel free to contact us before placing your order.

Thank you for trusting The SHIA Family to create a special, personalised tribute.