FAQS AND STORE POLICIES
How Can We Assist?
Unless otherwise stated, items typically ship within 1 to 3 weeks, depending upon the current order queue.
Time of arrival once shipped is dependent upon the carrier. ALL items are shipped with tracking and insurance is available for an additional charge upon request.
WHAT IS YOUR RETURN POLICY?
I gladly accept returns and exchanges on non-custom items. Please contact me within 3 days of delivery. All returns must be shipped back to me and in my hands within 14 days of delivery, in new, original shipped condition with all accessories. Buyer is responsible for all return costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
THE FOLLOWING ITEMS CAN'T BE RETURNED OR EXCHANGED
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalized orders
Perishable products (like food or flowers)
Intimate items (for health/hygiene reasons)
Items on sale
COMMISSIONS AND CUSTOM ORDERS
Price quotes are subject to change at any given time. However, once an agreement is made and down payment received, the quoted price shall stay the same. While commissions are based on a first come first served criteria, The Rose of Valhalla holds the right to deny service to anyone. All work is guaranteed 30 days after the item(s) arrive. Any unauthorized alterations not cleared by The Rose of Valhalla automatically voids the guarantee. Warranty covers defects in construction and in the materials. Normal wear and tear is not covered. Being exceptionally rough with your items is not covered, either.
Once your deposit has been placed on your commission, any payments, including deposit, made towards the commissioned item CANNOT be refunded should you cancel the order or become unresponsive. It is highly recommended that, should you be unable to utilize your email to reach The Rose of Valhalla, that you try to reach out to us through Instagram or Facebook. If this isn't an option, it's recommended that you create/use an alternate email account to reach us immediately to let us know what is going on, so that arrangements can be made to accommodate you to the best of our abilities.
Changes to Commissioned Items:
Please note that changes to custom items CANNOT be made before/during/after the process. All patterns are drafted by hand and tested prior to the finished product. Changes to shape and/or features of the custom order usually would require a complete re-do of the pattern. For this reason, no changes can be requested. All reference material is followed as closely as possible. Important--- Fabric has natural limitations! There are various shapes and crisp edges that -cannot- be achieved. Once reference material is provided and the commission is reserved... under no circumstances can the intended design or subject change.
The only exception to have changes is made is if an error on our part is made that substantially deviates from the agreed upon commission. In that case, I will gladly remedy the issue.
The Rose of Valhalla requires 30-50% down on commissions above $100. Anything at, or below, the $100 mark is due up front. This percentage guarantees your place in the commission queue, along with materials used for creation. This percentage is non-refundable should you choose to cancel/back out of the commission before/after completion.
The balance on any commission is due immediately upon completion regardless if the commission(s) are to be shipped at a later date. Paying your balance at this time allows me to smoothly transition to serving the next client. Unless payment arrangements have been made, it is agreed that any custom pieces not paid in full within fourteen days from completion notice will become, without further notice, the sole property of The Rose of Valhalla, and as such may be used or disposed of in any manner at The Rose of Valhalla's sole discretion.
If our attempts to reach you go unanswered, and the 14 days has passed, the commissioned item and any payments, including deposit, made towards the item are deemed forfeit. By commissioning The Rose of Valhalla, you have read and agreed/acknowledged these terms of service.
Anything agreed upon by both The Rose of Valhalla and the client in writing, including emails, is considered a binding contract. By commissioning us at The Rose of Valhalla, you are agreeing to our Terms of Service. The Rose of Valhalla stores copies of all emails, instant messages, and other means of contact between us and the client. We recommend that you do the same.
At The Rose of Valhalla, we love animals and have cats as part of our family. If you are allergic, take this into consideration prior to commissioning or purchasing as there is always a chance that pet hair or dander will be present. We try our best to keep the cats off the vinyl and fabrics, to include a cat free embroidery room, but sometimes it cannot be helped!
The household is tobacco smoke free, but incense is very occasionally used in other (non-workroom/studio) parts of the house.
COLOR DIFFERENCES ON SCREEN
We are not responsible for color differences. Everyone has different monitors and screens and I do my best to get color accurate photos. Please reach out directly with additional questions
If the address you provide at checkout is incorrect, and you don’t contact us to cancel the order yourself, you will be responsible for repaying shipping on the item for it to be mailed again to the new/correct address. It is the buyer's responsibility to verify their address on their account.
WHAT ARE THE PAYMENT OPTIONS?
All major payment forms are accepted through Square and PayPal.