Politique de remboursement

Hollis & Vale Refund Policy

Every Hollis & Vale piece is made to order and engraved with the name or initials you choose. Because each one is personalized for you, we can't resell it, which shapes our policy.

Personalized items

Engraved items are final sale. We can't accept returns, exchanges or refunds on them for change of mind, color preference, or spelling errors in the engraving text you entered at checkout. Please check your engraving text carefully before you place your order.

If something is wrong with your order

We'll make it right at no cost to you if:

your item arrives damaged or defective
the engraving doesn't match what you entered at checkout
you receive the wrong item

To report a problem: call or text us at 786-802-2986 within [7] days of delivery. Have your order number ready, and send clear photos of the item, the engraving and the packaging by text. We'll review your claim within [2] business days.

If your claim is approved, we'll offer a replacement (re-engraved and remade at our cost) or a full refund, whichever you prefer.

Orders with no engraving

If you ordered an item without engraving, you may return it within [14] days of delivery if it's unused, unengraved and in its original packaging. Contact us at 786-802-2986 before sending anything back. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect. Refunds go to your original payment method within [5 to 10] business days of us receiving the return.

Changes and cancellations

Production starts [within 24 hours] of your order, so we can only change or cancel an order before it enters production. Call or text us at 786-802-2986 as soon as possible with your order number. Once engraving begins, the order can't be cancelled.

Shipping issues

If your order is lost or delayed in transit, contact us at 786-802-2986 and we'll work with the carrier to resolve it. Please check the shipping address you enter at checkout, as we can't be responsible for packages delivered to an incorrect address.

Natural leather

Leather is a natural material, so grain, tone and small marks vary from piece to piece, and the color will deepen with use. These variations are part of its character and aren't considered defects.