Faq

Frequently Asked Questions (FAQ)

🔧 Customization & Orders

Q: Can I personalize my order?
Yes! Most of our products can be personalized with initials, names, dates, or short messages. Look for the “Customization” section on each product page.

Q: What kind of customizations do you support?
We support engraved text, initials, numbers, and sometimes logos (depending on the item). Please check each product’s details for specific options.

Q: Can I see a preview of my customization?
Currently, we do not offer live previews, but our team will ensure the engraving is centered and crafted with care.

Q: Can I change or cancel my order after placing it?
We allow changes or cancellations within 12 hours of placing the order. After production begins, we may not be able to modify or cancel the order.

🚚 Shipping & Delivery

Q: Where do you ship from?
We ship from our fulfillment centers in the United States.

Q: Do you ship internationally?
Yes, we offer international shipping to most countries. Shipping times and costs vary by location.

Q: How long does delivery take?

  • US Orders: 5–8 business days

  • International Orders: 8–21 business days
    Production time may take 3–5 business days before shipping.

Q: How can I track my order?
Once your order ships, you’ll receive a tracking number via email.

💳 Payments & Refunds

Q: What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, etc.) and secure checkout via PayPal or Stripe.

Q: Do you accept returns?
Since most of our products are personalized, we do not accept returns unless the item is damaged or the customization is incorrect.

Q: What if my item arrives damaged or incorrect?
Please contact us within 7 days of receiving the item, and include photos of the issue. We’ll do our best to resolve it with a replacement or refund.

🛠️ Product Care & Support

Q: How should I care for my personalized product?
Avoid exposing leather or metal items to moisture and extreme heat. Wipe gently with a soft cloth. For fabric items, hand wash when possible.

Q: My engraving looks slightly different—why?
Slight variations are normal due to the natural texture of materials and engraving surfaces. Each piece is handcrafted and unique.

📩 Still Have Questions?

Feel free to reach out to us at service@jouwcustom.com — we’re happy to help!