Every piece we make is made to order, by hand, for one specific person. That shapes how returns work here — so here’s the honest version, up front.
The short version
- Personalized items can’t be returned or exchanged for change of mind — they can’t be resold to anyone else. You approve a proof before we engrave, so you always see exactly what you’re getting first.
- Non-personalized items can be returned within 14 days of delivery, unused and in their original packaging.
- If we got it wrong, we fix it. Damaged, defective, the wrong item, or not matching the proof you approved — that’s on us, always, personalized or not.
If something’s wrong with your order
Please check your parcel as soon as it arrives and email us at info@decorbysoma.ca within 7 days if anything is damaged, defective, missing, or doesn’t match the proof you approved.
Send a photo if you can — it’s usually all we need. We’ll replace the piece or refund you in full, whichever you’d prefer. You won’t pay return shipping, and in most cases we won’t ask you to send the item back at all. This applies to personalized items too.
Personalized and made-to-order items
Anything carrying a name, date, message, monogram or custom design is made for you alone and can’t be returned or exchanged because you’ve changed your mind, or because a detail was entered incorrectly at checkout.
This is why we send a proof. Before anything is engraved, you get an email showing your exact wording, spelling, dates and layout, and we don’t start until you approve it. Please read it carefully — especially spellings of names and the year on dates. Once you approve the proof, that’s the piece we make.
Changing or cancelling an order
You can change or cancel any order free of charge up until you approve your proof — just email us. Nothing has been cut or engraved yet, so there’s nothing lost.
After proof approval, your piece goes into production and we can no longer cancel it or alter the personalization. If you need to change something urgently, email us anyway — if it hasn’t reached the laser yet, we’ll do what we can.
Returning a non-personalized item
Items with no personalization — such as our wall art, shelving, storage and 3D-printed accessories — can be returned within 14 days of delivery.
- The item must be unused and in the same condition you received it, in its original packaging.
- You’ll need your order number or proof of purchase.
- Return shipping is at your own cost, and we recommend a tracked service — we can only refund items that reach us.
- Sale items and gift cards are final sale and can’t be returned.
How to start a return
Email info@decorbysoma.ca with your order number and what you’d like to return. We’ll confirm the return address and walk you through it. Please don’t send anything back before you’ve heard from us — unannounced returns are easy to lose.
Refunds
Once your return arrives we’ll inspect it and email you either way. Approved refunds go back to your original payment method within 5 business days. Your bank or card issuer may take a few days more to post it — that part is out of our hands.
Original shipping costs aren’t refunded on change-of-mind returns. Where we’ve made a mistake, you’re refunded in full.
Exchanges
The quickest route is to return the original item and place a new order, so your replacement starts production straight away rather than waiting on a parcel in transit.
Looking for processing times, rates or delivery estimates? See our Shipping & Delivery page. Anything else — just email info@decorbysoma.ca. We’d genuinely rather sort a problem out than have you sit on it.