Refund policy

Return & Refund Policy

At Stella & Jo, every order is made with love and care. We want you to be delighted with your purchase!

Personalized & Custom-Made Items

Because our personalized ornaments and other custom creations are made especially for you, we generally do not accept returns or exchanges for changes of mind, incorrect information supplied at checkout, or changes requested after production has begun.

Please double-check names, dates, photographs, and personalization details before placing your order.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered due to an error on our part, please contact us within 7 days of delivery, whenever possible.

Include your order number, a description of the issue, and clear photographs of the item and packaging.

We will review the issue and arrange an appropriate solution, which may include a replacement, repair, or refund.

Non-Personalized Handmade Products

For non-personalized products, please contact us within 14 days of delivery if you would like to request a return. Eligible items must be unused and in their original condition. Return shipping costs may be the customer's responsibility unless the item is defective or we made an error.

Cancellations

If you need to cancel or change an order, please contact us as soon as possible. We will do our best to accommodate requests before production begins.

Once a personalized item is in production, cancellation may no longer be possible.