Customer Service + Policy

Thank you for stopping by The Merriweather Council! We are a micro business based on Norfolk, Virginia and specialize in custom, modern hand embroidery. Our small team consists of two people and your purchases help support small business and big dreams! Thank you for your support!

Please note that coupons cannot be combined with on site sales at any time!

HAND EMBROIDERY + PHYSICAL PRODUCTS:

A few notes about our customer service + shipping procedures and policies:

✄ We respect your privacy and will never sell or share your information or email address with anyone!


✄ Our site is powered by Shopify - a trusted system that handles millions of transactions. We accept payment through paypal and credit card payments processed through Stripe.

✄ We happily offer free shipping to all domestic shipping addresses! We ship via USPS first class mail which can be estimated to take about 3-7 days travel time. International orders ship for a flat rate of $7 via USPS first class international mail- unfortunately these orders cannot be tracked once they leave the USA. International orders can take between 2-8 weeks to arrive at their destination - specific times vary by destination and cannot be predicted. Please allow some wiggle room!

✄ Please ensure your information and shipping address are correct at check out! We cannot take responsibility for packages shipped to an address that you no longer live at or that was entered incorrectly. If you'd like to ship as a gift to a friend, please make a note on your order! In other words, we ship to the shipping address you provide, without question. 

✄ In order for us process orders in a timely manner, we require information for custom orders to be provided at check out. If any details are missing, we will follow up, but this will delay the ship time of your order!

✄ Returns are accepted on READY TO SHIP ITEMS ONLY. Personalized items (initial necklaces, wedding items, etc) are not returnable or refundable unless there is an error on our end. If you receive an item that contains an error, please contact us immediately! To request a refund on an item that was ready to ship, please contact us within 4 business days of delivery. The buyer is responsible for shipping costs back to us and assumes the responsibility should the item go missing in transit. Once the item is received in acceptable condition, a refund of the original item price will be processed. Please contact us before returning your item.

✄ We rely on USPS tracking (available on all shipments) to determine whether a package is lost/ missing. If your package goes off the radar for 30 days, we can offer your a replacement or refund depending on availability of the product. Please contact us if your order is MIA.

✄ If your package is marked as delivered by the USPS, but is "not received" please contact your post office and check with neighbors/ room mates/ family members. Speaking directly with your mail carrier is also helpful! We trust the USPS to do their job and for our customers to be honest with us about their merchandise.

✄ If an item arrives damaged, please contact us!

✄ Colors might show different on your computer, phone or tablet screen.

DIGITAL PRODUCTS, COURSES + SERVICES:

✄ Any product that is delivered via instant download is NOT refundable, returnable or otherwise exchangeable. These items e final sale.

✄ Digital content may not be distributed, duplicated, repurposed or otherwise shared with anyone under any circumstances. Your purchase entitles one individual to the content therein. 

✄ Course memberships are final sale. Though we reserve the right to refuse fulfillment with refund to the customer for any reason.

✄ Shop critiques are non refundable, returnable or otherwise exchangeable upon delivery.

✄ Consultations may be rescheduled but can not be refunded after they are completed.

✄ The Etsy Training Course policy can be found here.

 

Concerning any and all products, we reserve the right to refuse fulfillment for any reason  and a full refund will be issued.
Any questions, please feel free to email danielle@merriweathercouncil.com or contact !

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