Refund policy

Refund and Return Policy

Lizabel is operated by Merchsalad Inc DBA Lizabel. Every Lizabel set is personalized and made to order, so this policy is a little different from a standard store. Please read it before you order.

Custom items are final sale. Because each set is engraved with the name you provide, we do not accept returns or exchanges on personalized items for a change of mind.

If we made a mistake. If your order is defective, engraved incorrectly by us, or you received the wrong item, contact us within 30 days of delivery and we will make it right with a replacement or a refund. We may ask for a photo first so we can see what happened and fix it quickly.

Wrong personalization.

• If the mistake is ours, meaning we engraved something different from what you submitted, we will replace or refund it.
• If the personalization you submitted was incorrect, such as a typo or a misspelling in your own order, we cannot refund or replace it, because we engrave exactly what is submitted. Reach out anyway and we will try to work something out with you, but we cannot promise a refund or a replacement in that case.

Rush orders that arrive late.

• Rush is a carrier service, and carrier timing is not something we can guarantee. If a rush order is delivered late, we will file a refund claim with the carrier for the rush charge on your behalf. If the carrier approves it, we pass that refund back to you. If the carrier denies it, we are not able to refund the rush charge ourselves.
• Delays caused by weather or other events outside our control or the carrier's control are not eligible for a refund.

Missing packages or marked delivered but not received.

• If your package is missing, including when tracking shows delivered but you have not received it, contact us with your order number. We will open a trace with the carrier to try to locate it. If the carrier investigation confirms the package was lost, we will offer a replacement or a refund. We will notify you of the investigation outcome and next steps.

Damaged on arrival. If your order arrives damaged, keep the packaging and send us a photo within 30 days of delivery. We will send a replacement.

Changes or cancellations. Because we produce quickly and ship the next business day, contact us as soon as possible after ordering if you need to change or cancel. Once an order is in production, we may not be able to change or cancel it.

How to reach us. Email hello@shoplizabel.com with your order number and, if it helps, a photo.

Refunds. We issue approved refunds to your original payment method within 5 business days of approval. Your bank or payment provider may take additional time to post the credit after we issue it. If you have not received the credit, contact us at hello@shoplizabel.com so we can check its status.