Custom Product Policy

Welcome to Handmade2D — we’re delighted to have you here.

We value your trust in our handcrafted products and are committed to providing a transparent and reliable shopping experience.

Below are the official policies for our store. These policies apply to all customers and are designed to ensure full transparency for order processing, shipping, returns, and after-sales service. Please read them carefully before placing an order.

1. Production & Shipping Time (Clear Disclosure for Compliance)

Custom-Made Products

Some of our products are made-to-order based on the customer's measurements and specific customization requirements.

  • Production Time: Up to 15 days.

  • Shipping Time: Varies by destination and carrier. Tracking information will be provided once the order is shipped.

  • Total Estimated Fulfillment Time: Approximately 15–25 days, including production and shipping.

Non-Custom Products

  • Processing Time: Up to 7 days.

  • Shipping Time: Standard delivery timelines apply depending on the destination.

We make every effort to meet these timelines. In rare cases, delays may occur due to customs inspections, international transit conditions, or peak-season logistics. In such cases, we will proactively inform customers and provide updated tracking information.

2. Return & Refund Policy (Transparency & Customer Protection)

Custom-Made Items

Custom-made products are uniquely produced according to the buyer’s measurements and personalization details. Therefore:

  • These items cannot be returned or refunded after order confirmation unless there is a verified quality or manufacturing issue.

  • If a quality issue occurs, customers are entitled to a repair, remake, or partial/full refund depending on the situation.

Non-Custom Items

Non-custom items may be eligible for returns if:

  • The item is unused and in original condition.

  • A return request is submitted within the applicable time frame.

  • The customer covers return shipping costs unless the issue is due to a manufacturing defect or incorrect item received.

Customers must contact our support team before initiating any return to ensure proper handling.

3. After-Sales Service for Custom-Made Products (Warranty & Quality Guarantee)

All custom-made products include a 1-year free after-sales warranty covering manufacturing or quality-related defects.

To request after-sales service, customers must:

  1. Provide order information and photos/videos showing the issue.

  2. Ship the item to our official after-sales service address:

Guangdong Province, Foshan City, Nanhai District, Guicheng Street, JiZui Xin Street 21, 528299 China (广东省佛山市南海区桂城街道基咀新街21号，邮编：528299)

This address is our official after-sales and return-processing facility and may differ from the corporate registration address.

Our team will conduct an inspection and provide an appropriate resolution, such as repair, remake, or replacement. We are committed to ensuring long-term customer satisfaction.

4. Lost-Package Policy (Responsibility Clarification)

We take shipping security seriously and work with reliable carriers that provide tracking for all orders. However, for custom-made products, if loss occurs due to customer-related factors, such as:

  • incorrect or incomplete shipping information submitted at checkout,

  • failure to collect or sign for the package,

  • refusal of delivery,

  • or not responding to carrier notifications,

we regret that we cannot assume responsibility for the lost package.

If the carrier confirms loss caused by the shipping provider, we will assist the customer in filing a claim and offer appropriate solutions on a case-by-case basis.

Customers are strongly advised to monitor tracking information closely and ensure accurate delivery details.

5. Contact Information

If you have any questions regarding your order, shipping, after-sales service, or policies, please contact us at:

  • Email: hello@handmade2d.com

  • Customer Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

We are committed to providing transparent, fair, and reliable service to all customers.

Thank you for shopping with us!