POLICIES
We take pride in creating pieces we want you to love! Each item at Kreationz by Kiya is hand-cut, handmade, and/or hand-etched to order, which requires exceptional detail and care during production. Due to the handmade nature of some of our products, there may be slight variations and imperfections. We believe this is one of the unique things about owning a handcrafted item. Please be advised that due to the nature of the items and the handmade process most items are NON-REFUNABLE/NON-EXCHANGABLE. All products that leave our studio is personally inspected, measured, then thoughtfully hand-packaged with high-quality shipping materials for its journey to you!
All CUSTOM order items are made to order and are FINAL SALE!
All custom glass and rhinestone work is FINAL SALE. NO REFUNDS or EXCHANGES ALLOWED.
If you are not completely satisfied with our products or if there is an issue with your order (i.e. your item received is broken, you will need to file a claim with UPS, because each item has been insured with the carrier when shipped) Please email us at info@kreationzbykiya.com and we will try to make it right!
RETURNS
ALL custom items are NON-RETURNABLE/REFUNABLE. For non-custom items that have not been used and are in original condition, we would be happy to process a refund for you. Please email info@kreationzbykiya.com within 5 days of delivery date regarding items that you would like to return a shipping label will be sent to you. The shipping label fee will be deducted from your credit balance. A 25% restocking fee will also be deducted from returned items. The remaining refund will be credited to your original payment method once the return has been received and inspected.
EXCHANGES
We do not offer exchanges on custom made items! ALL SALES are FINAL!
CANCELLATIONS/CHANGES
Each personalized order placed will receive a mock-up within 3 business days. If you would like to make changes to your order please email info@kreationzbykiya.com with your order number in the subject line within 24 hours of placing your order.
If you wish to cancel your order after the close of the business day your order will incur a 25% setup fee and will be deducted from the refund amount, if you have already received a mock-up of your design and you wish to cancel a 40% design fee will be deducted from your refund.
SHIPPING
Orders are shipped from Kreationzbykiya.com Monday-Friday. Please allow 24-48 hours from the receipt of your shipping confirmation email for the package to process into the UPS tracking system. UPS packages are on a general 3-6 day "expected" delivery range by the carrier service. However, shipping transit times are NOT GUARANTEED by UPS, and can take up to three weeks. **Note: USPS is experiencing significant delivery delays attributed to the pandemic and does not guarantee delivery timelines.
NEED IT FAST?
Select the "JUMP the LINE" option when making your purchase. This will move your "Kreation" to the front of the line. Your purchase will be create within 48 hours of purchase and shipped within 72 hours. There is a $75 additional fee for this option. Your order will ship with a 1-3 day "expected" delivery, and up to $100 of package insurance by UPS Ground service. **Note: UPS is experiencing significant delivery delays and does not guarantee delivery timelines
As is standard practice in the, "Business Days" are calculated as Mondays through Fridays - excluding national and postal holidays.
LOST OR LATE PACKAGE?
Once your shipment leaves the Shop's possession with a tracking number, responsibility for its delivery lies with the UPS. Issues with lost or late packages must be addressed by the Purchaser directly to the carrier, through its Help Request or Claim portal. Seller will provide package details for these claims at Purchaser request. Kreationz by Kiya WILL NOT REFUND PURCHASES OR SHIPPING UPGRADE FEES FOR NON-DELIVERY OR LATE DELIVERY BY UPS. Standard shipping does NOT include package insurance. Priority service strongly suggested for those who receive mail delivery through an un-managed community mailroom or similar. Packages confirmed as delivered by UPS will not be replaced by Kreationz by Kiya.
RETURNED PACKAGES: This shop relies on the true and accurate shipping details entered by you during the checkout process. If a package is returned to the shop as undeliverable, you may correct your shipping address and have it sent again for an additional shipping fee paid by the customer.
