RETURNS, EXCHANGES & SHIPPING:

At House of Smith, every personalized item is made to order and crafted specifically for you. Because of the custom nature of our products, all customized and personalized items are final sale.

This policy applies to every customized product sold on our website, including (but not limited to) bags, apparel, home goods, pet products, blankets, accessories, gifts, and embroidered items.

Customized & Personalized Orders

Due to the custom nature of our products:

• All personalized and customized items are final sale.
• We do not accept returns, refunds, or exchanges on customized products.
• Once production has begun, orders cannot be canceled, changed, or modified.
• Please carefully review all personalization details, including names, initials, dates, fonts, thread colors, icons, and spelling before placing your order. House of Smith is not responsible for errors submitted during the ordering process.

Sweatshirts & Apparel

Please review our sizing charts carefully before placing your order.

If you need a different size for an eligible apparel item, we may offer store credit only once the item has been received and inspected.

To qualify:

• Your request must be made within 14 days of delivery.
• The item must be unworn, unwashed, free of odors, stains, pet hair, makeup, or damage.
• Any applicable tags must still be attached.

Approved apparel returns will be issued as store credit only. We do not offer refunds for sizing issues.

Customers are responsible for all return shipping costs.

Damaged or Incorrect Orders

We carefully inspect every order before it leaves our studio. If your order arrives damaged or you receive the incorrect item, please contact us within 72 hours of delivery by emailing shophouseofsmith@gmail.com.

Please include:

• Your order number
• Photos of the item
• Photos of the packaging
• A brief description of the issue

Claims submitted after 72 hours of delivery may not be eligible for replacement.

Shipping & Lost Packages

Once your order has been shipped, House of Smith is not responsible for shipping delays caused by the carrier.

Once a package has been marked Delivered by the shipping carrier, responsibility for the package transfers to the customer. House of Smith is not responsible for lost, stolen, delayed, or misdelivered packages after carrier-confirmed delivery.

If your package is marked as delivered but cannot be located, we recommend contacting the shipping carrier directly and filing a claim if applicable.

Because personalized items are made specifically for you, we cannot replace or refund customized orders that are lost or stolen after delivery has been confirmed.

Incorrect Shipping Address

Customers are responsible for providing the correct shipping address at checkout.

If an order is returned to us due to an incorrect or incomplete address, additional shipping charges will apply before the order can be reshipped.

Embroidery & Handmade Variations

Every House of Smith piece is embroidered and finished by hand. Because each item is individually crafted, embroidery placement may vary slightly from the product photos shown on our website.

The size and placement of embroidery may also vary depending on the length of the name, monogram, phrase, or design selected. This is a normal part of the customization process and ensures each item is properly balanced and professionally embroidered.

Additionally, slight variations in stitching, thread tension, fabric texture, and color are part of the handcrafted nature of our products and make each piece uniquely yours.

Colors may also appear differently due to photography, lighting, monitor settings, and fabric dye lots. These natural variations are not considered defects and are not eligible for returns, refunds, or exchanges.

Production Times

Every House of Smith piece is made to order and crafted specifically for you.

Please allow 2–3 weeks for your order to be produced before it ships. Many orders are completed sooner, but production times may vary depending on order volume, product type, and seasonal demand.

Production time does not include shipping time. Once your order has shipped, you will receive a confirmation email with tracking information.

If you need your order by a specific date, please contact us before placing your order. While we will do our best to accommodate special requests, we cannot guarantee delivery by a specific date unless otherwise agreed upon.

During new product launches, holidays, promotions, or periods of high order volume, processing times may be extended. We appreciate your patience as we carefully create each piece by hand.

Refusal of Custom Orders

House of Smith reserves the right to refuse or cancel any order containing profanity, offensive language, copyrighted material, trademarks, or content that we deem inappropriate or that infringes upon the rights of others.

Right to Refuse Returns

House of Smith reserves the right to refuse any return, refund, exchange, or future order in cases of abuse, fraudulent claims, excessive return requests, or violations of these policies.

By placing an order with House of Smith, you acknowledge that you have read, understood, and agreed to these Return & Exchange Policies.