Refund policy

Every piece at Souvenir Design Tienda is made by hand, and most are personalized with a name, a photo or a date you choose. Here is how returns work.

Personalized and made-to-order items
Personalized items are made just for you, so we can't accept returns or exchanges if you change your mind. Before we start, we confirm the details with you: names, dates, colors and photos. Please check the spelling carefully, because we reproduce the text exactly as you send it.

If your item arrives damaged, defective or different from what you approved
Contact us within 7 days of delivery at souvenirdesigntienda@gmail.com or by WhatsApp at +1 786-765-6544. Include your order number and a photo of the item and the packaging. We will remake the piece at no cost or give you a full refund, shipping included. You don't need to send the item back unless we ask you to.

Items without personalization
You can return items without personalization within 14 days of delivery, unused and in their original packaging. Please write to us first so we can tell you where to send it. Return shipping is paid by the customer, unless the item arrived damaged or was the wrong one.

Handmade variation
Wood grain, paint and small details vary from piece to piece. That variation is part of a handmade item and is not considered a defect.

Cancellations
You can cancel an order for a full refund within 24 hours of placing it, as long as we haven't started making it. Once we start, personalized orders can't be canceled.

Purchases at artisan markets
Purchases made in person at a market follow this same policy. Keep your receipt or the message where we confirmed your order.

Refunds
Approved refunds go back to your original payment method. Depending on your bank, they take 5 to 10 business days to appear.

Questions
Write to us at souvenirdesigntienda@gmail.com or on WhatsApp at +1 786-765-6544. We reply within 1 to 2 business days.