Returns and cancellations
Koren, LLC wants you to be thrilled with your purchase. We take great pride in hand crafting the items we make for you. We generally ship orders in under 10 business days. We will send you a notification that your order is about to ship. It is our intention to provide the quickest turn around as possible.
Once you have placed your order we will give you 3 days to cancel any standard or custom order with out penalty.
We will notify you when a standard item is preparing to ship, If you choose to cancel the order upon notification and before we ship the item, we will cancel the order at no cost.
When you order a personalized or custom item and choose to cancel the order after the 3 days, contact customer service immediately at email@example.com. If the item has not been assembled yet, there will be a $25 processing fee deducted from your refund.
If the personalized or custom item has been assembled you cannot cancel the order as is customary with bespoke handmade items. All planters with a frame, letter, logo are considered personalized.
For a standard item to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must contact customer service at firstname.lastname@example.org and state your intention. The customer service representative will issue a Return Authorization Number and provide instructions.
If the standard or personalized item was damaged in shipping, please take photos of the package and the item and email them to us so that we can contact the shipping company and arrange for pickup. These photos of the package and item must be submitted to email@example.com in order to receive a refund. We will make every effort to replace the damage item as fast as possible to accommodate any event you may have scheduled.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please double check your bank or credit account again.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org .
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Koren,LLC, 430 Ridgecrest Rd, Cary NC 27511, United States.
If the item was marked as a gift when purchased and shipped directly to the gift recipient, the gift recipient will receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the purchaser had the order shipped to their address to give as a gift, we will send a refund to the purchaser and only they may inquire in regards to your return.
To return your product, you should mail your product to: Koren,LLC, 430 Ridgecrest Rd, Cary NC 27511, United States
You will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipment will be deducted from your refund. If we are billed for the return shipment the cost will also be deducted from the refund.
Depending on the shipping location, the time may vary for your exchanged product to reach you.
If you are shipping an item over $75, you must use a trackable shipping service or purchasing shipping insurance equal to the value of the item(s). We cannot guarantee that we will receive your returned item without insurance or tracking information.