Refund policy
We have a 7-day return policy, which means you have 7 days after your order has been marked delivered to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Returns are only available for tracked orders.
To start a return, you can contact us at ibisenroute@gmail.com. If your return is accepted, you have 14 days from the delivery date to mail the item with proof of mailing. Items sent back to us without first requesting a return will not be accepted.
The buyer is responsible for return postage along with proper packaging to ensure it gets back to us safely. You can always contact us for any return questions at ibisenroute@gmail.com.
Damages and Errors
Please look over your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as mystery bags, digital products, custom orders, and commission. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Custom Order policies
Custom orders are fun, confusion isn't! The following outlines what to expect throughout your custom order process. If you have any questions before, during or after you place your order, please reach out. I'm happy to help!
1. All custom orders are organized by time slots. The selected time slot is the date on which your order will be started.
2. The processing time is listed in each custom listing. The processing time can take up to the listed time frame. You can estimate your custom order to be delivered by the following equation = Time Slot Date + Processing Time + Delivery Time. I am not in control of delivery time once your order is shipped.
3. Need your custom order faster? Reach out before placing your order and a rush fee may be added. Please note that not all custom orders can be rushed.
4. Personalized information (i.e. names, sayings, words, letters) must be provided in order to checkout. Double check and check once more that the information provided is correct. Changes may not be made once your time slot begins without a rework fee. Exchanges or refunds will not be provided if you misspell the information.
5. If you want your personalized information (i.e. names, sayings, words, letters) to be changed after your time slot has been begun, rework fees will be applied to your order. Specific rework fees are located in the listing description.
5. All custom orders are final and cannot be refunded or exchanged unless proven to be defective. I strive to provide an accurate depiction of custom items, if you feel your order is not as described, do not hesitate to contact me.
Exchanges
We do not process exchanges for orders; however, we want to ensure you are 110% happy with your items! The best way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.