Refund policy
At Promethea Mosaic, everything is created and packaged with care. I want you to love what you receive — but if something’s not right, I’ll do my best to make it right.
Returns & Refunds
If your order arrives damaged, incorrect, or missing an item, please contact me within 7 days of receiving your package. Just send an email to prometheamosaic@gmail.com, and include:
- A quick description of what’s wrong
- A photo, if you can (especially for damaged items)
- Your order number or name on the order
I’ll review your message and respond within 2–3 business days with the next steps. If a return is approved, I’ll provide a shipping label and clear instructions on how to send the item back. Please note that items returned without prior contact won’t be accepted.
What Qualifies
Refunds or replacements may be offered for:
- Items that arrived damaged
- Items sent in error
- Missing items from your order
In some cases, I may not have an identical item available to send as a replacement. If that happens, I’ll offer you a refund or store credit—whichever you prefer.
What Doesn’t
Because each piece is handmade and often made-to-order, I’m unable to accept returns or offer refunds for:
- Custom or personalized items (unless damaged)
- Buyer’s remorse or a change of mind
- Delays caused by shipping carriers once the item is in transit
- Sale items or gift cards
If you're unsure whether your situation qualifies, feel free to reach out and ask.
Exchanges
If you'd like something different, the best way to do that is to complete a return (if approved), then place a new order separately.
