At Neshell Gifts, we stand behind the quality of our handmade crochet creations. Since each item is meticulously handcrafted in our San Antonio studio, we want you to be absolutely delighted with your purchase. If you are not completely satisfied, we are here to help.

1. Return Window

You have 30 days from the date your item was delivered to request a return or exchange. After 30 days, we are unfortunately unable to offer a refund or exchange.

2. Cancellation Window

• Policy: You may request to cancel your order within 24 hours of purchase.

• Important: Once an order moves into the crafting stage after the 24-hour window, we can no longer process a cancellation.

• To Cancel: Please email us immediately at support@neshellgifts.com with the subject line: "CANCEL ORDER - [Your Order Number]".

3. Policy by Circumstance

Circumstance	Policy	Action Required
Damaged or Faulty	Full refund or replacement. We cover all shipping costs.	Report within 48 hours of delivery with photos of the damage.
Wrong Item Received	We will send the correct item immediately at no extra cost.	Contact us within 7 days of delivery.
Change of Mind	Returns accepted for items in original, unused condition.	Customer is responsible for return shipping costs.
Exchanges	Exchanges offered for items of equal value.	Item must be unused. Customer pays shipping for the exchange.
Package Never Arrived	We will ship a replacement or issue a full refund.	If tracking shows "Not Delivered" after 10 days.

Note: Custom-made orders (personalized names or specific colors) are non-refundable unless they arrive damaged.

4. Condition of Returns

To be eligible for a return, your item must meet the following criteria:

• The item must be in its original, unused condition.

• It must include all original packaging and tags.

• The item must show no signs of wear, washing, or odors (such as smoke, perfume, or pet dander).

• We reserve the right to refuse returns that do not meet these criteria.

5. How to Start a Return

1. Email Us: Send an email to support@neshellgifts.com with your Order Number and the reason for the return.

2. Approval: Our team will review your request within 1–2 business days.

3. Shipping: If approved, we will provide you with our return address: 519 Como St, San Antonio, TX 78220-1324.

   • Recommendation: We strongly suggest using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if it is lost in transit.

4. Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

6. Refund Process

• Method: All refunds are issued to your original method of payment (Credit Card, or PayPal).

• Timeframe: Once approved, it typically takes 5 to 10 business days for the credit to appear on your bank statement, depending on your financial institution.

7. The Handmade Nature of Our Products

Please remember that Neshell Gifts products are 100% handmade. Minor variations in stitch patterns or slight color differences due to yarn dye lots or screen monitor settings are not considered defects. These variations are what make your gift truly unique!

8. Restocking Fees

We do not charge any restocking fees for returned items.

Contact Information

For any questions regarding your order, please reach out to our San Antonio team:

• Email: support@neshellgifts.com

• Address: 519 Como St, San Antonio, TX 78220-1324, USA

• Business Hours: Monday – Saturday: 8:00 AM – 8:00 PM (CST).