We’re excited to craft a one-of-a-kind piece just for you! To ensure a smooth, fair, and enjoyable custom order experience, please take a moment to review our policies below. These guidelines protect both you and our small business, all while keeping our collaboration positive, transparent, and rooted in trust.

Handcrafted Uniqueness & Authenticity

• One-of-a-Kind Craft: Every custom piece is handcrafted from natural materials, which means slight variations in dye patterns, stone characteristics, or wirework will occur. These organic quirks are expected and celebrated as part of the art, not defects.

• Original Inspiration: We welcome your ideas, reference photos, and creative vision. We will honor your inspiration, but we will never directly copy another artist’s work. Your piece will be a unique creation crafted just for you. (Your vision deserves authenticity, so you’ll receive a design that exists nowhere else!)

Order Process & Payment

• Small Custom Items: For most small-scale custom items (such as jewelry, suncatchers, or simple tie-dye apparel), we ask for full payment to begin creating your item.

• Larger Commissions: For bigger or specialized projects (e.g. bulk orders, large “Forever Trees,” multi-stage tie-dyes), we use a two-part payment process. Typically, we’ll provide an invoice and start with a deposit to kick off the project, and the remaining balance will be due before we ship your piece or arrange pickup. Work on your project will commence after the deposit is paid, with final delivery upon receiving the full balance.

Timeline & Communication

• Estimated Timeline: Crafting custom art takes time. Most custom orders are completed and ready to ship (or for pickup) in roughly 2–8 weeks, depending on the scale and complexity of the request. (We’ll give you a more specific estimate based on your project.) Rest assured, we strive to meet agreed timelines and will keep you updated throughout the process with transparency at every step.

• Updates & Approvals: We believe in open communication. For simpler orders, we will update you once your piece is on its way. For more involved commissions, we may share progress updates or photos at key milestones to gather your feedback and ensure we’re aligned with your vision. Your timely responses to any questions or approval requests will help keep the project on schedule.

• Unforeseen Delays: If any unexpected issues or delays arise (for example, a supply shipment running late or an extra day needed for a dye to set properly), we will let you know right away. Transparency is key. You’ll never be left wondering about the status of your order. We’re committed to delivering a beautiful result and will always communicate honestly about your project’s progress.

Changes & Cancellations

• Flexibility with Changes: We understand that creative ideas can evolve. If you have a change in mind (perhaps a color tweak or a small design adjustment), please contact us as soon as possible. Minor changes requested early in the process can often be accommodated at no charge when feasible. We’ll do our best to implement reasonable adjustments that help realize your vision.

• Limitations on Late Changes: Once we’ve begun significant work on your piece, especially if materials have been purchased or the project is well underway, substantial changes may require an additional fee and extra time. We’ll always discuss options with you, but we do reserve the right to stick to the originally agreed design if a change is requested too late in the process. Our priority is to ensure the final piece meets your expectations without compromising quality or causing extensive delays.

• Cancellation Policy: If you need to cancel your custom order, please let us know as soon as you can. If work has not yet begun, we can typically cancel and issue a credit of any amount paid, minus any transaction fees or special material costs incurred. However, if we’ve already started crafting your piece or ordered special materials for it, the initial deposit may be non-creditable and any eligible refund will be at our discretion, based on the stage of the project. This policy is in place because custom creations require time and resources that we invest specifically for your project.

• Case-by-Case Care: We promise to approach changes or cancellations with understanding and in good faith. If genuine extenuating circumstances arise, we will work with you to find a compassionate solution whenever possible. Your satisfaction matters to us, and we’ll try to find a fair outcome, provided it’s within our means and the boundaries of these policies.

Returns & Refunds

• All Sales Final on Customs: Because each custom piece is made just for you, all custom orders are final sale. We cannot accept returns or exchanges on personalized items. We encourage open discussion during the design process to ensure you’ll be delighted with the result, as returns of custom creations aren’t possible in most cases.

• Refund Exceptions: All custom orders are final sale. Any issues caused by damage in transit or a confirmed error on our end will be handled through remake, store credit, or a discount code. Refunds are reserved for exceptional circumstances only.

• Our Resolution Promise: If your custom piece is damaged during shipping or we made an error, please contact us promptly with details (and photos). We will gladly offer a fair resolution. This may be a repair, a remake, or a credit depending on the situation. Our goal is for you to receive the beautiful piece you envisioned.

Good-Faith Commitment

• Our Pledge to You: We approach every custom order with a spirit of honesty, flexibility, and genuine care. We truly value your trust and input, and we’re committed to working closely with you to create something amazing. You’ll find us open to feedback, communicative, and dedicated to ensuring you love the final product.

• Fairness & Respect: In return, we ask that you also engage in this process in good faith. That means understanding and respecting these policies which exist to protect both parties. 

• Protecting the Creative Process: We reserve the right to decline or cancel an order if a customer is unwilling to adhere to these terms or attempts to exploit our flexibility. This is a rare situation, and we would always communicate with you to address concerns first. In the unlikely event we must cancel due to policy violations, we will handle any refunds or returns of materials fairly as appropriate, based on how much work was completed.

• Collaborative Journey: By placing a custom order with Eutierria Essence, you acknowledge and agree to all the above terms. This mutual understanding allows us to pour our heart into your project with confidence. Thank you for believing in our work and for working with us in the spirit of cooperation and trust. We’re honored to bring your vision to life, and we can’t wait to create something beautiful together!

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