Custom Item | Repair Service
We do understand that over time a Utopia Creations custom item may need repair or replacement (if not able to be repaired). In these instances, we will do what we can to provide the best possible solution. This fee is for approved returns that are either not covered under our standard warranty or past our six-month Limited Warranty period. The repair time is based on the extent of the issue. In some cases, we may opt to send the piece to a 3rd party for service.
The repair service will also come with a free cleaning.
For all repair services, you will be responsible for the shipping and handling to our facility.
If you have an issue or concern with an order you have received, contact our Customer Service Team at 504-515-1913 or via email at email@example.com.
When you call, please have your order invoice ready, along with the item name, color and quantity you want to discuss. If you would like to make use of our Online Returns feature, access the return feature from your Order History page under ‘My Account’.
Your satisfaction is our goal. Order cancellations are accepted within 24 hours of order placement. At Simply Greek by Utopia Creations, we have two return policies that may apply to customer purchases. 1) Standard Return Policy and 2) Seel Return Assurance
STANDARD RETURN POLICY
Please review our terms before you reach out:
- We do not accept returns on final sale or discontinued items.
- You MUST make all claims for an incorrect item, shortages, or damages within 10 business days of receiving the merchandise.
- For returns for store credit or exchanges, items must be sent back within 10 business days of the delivery date.
- Without a valid return authorization approval, our fulfillment center will not accept returns.
- Please include a copy of your invoice to ensure we can issue you a proper credit within two weeks.
- All returned or refused shipments are subject to a 20% or $10 (whichever is greater) restocking charge, in addition to both outbound and return freight costs.
- We do not provide cash refunds. MOST approved returns will be refunded via store credit in the form of an E-Gift Card code.
- If we did not process your order accurately, we’ll cover the original freight and send a return label for the incorrect merchandise.
- Please note that products that are considered non-returnable are noted as such on their respective product page. These products include but are not limited to closeout items, items that receive a bulk order discount, custom/personalized merchandise, etc.
- We do offer a replacement option if the items that you have received on your original order are incorrect, missing, or damaged. Requesting a replacement will initiate a replacement order that will include the same items as your original order.
- If the returned item is used, damaged, or missing any parts, or is damaged during return shipping because it was not packaged correctly, the refund is subject to our assessment of the loss in the item's value.
- If you have any issues with your order or item(s) once received and the order is beyond 10 business days of the delivery date, see our LIMITED WARRANTY.
SEEL RETURN ASSURANCE
If you are interested to purchase Seel Return Assurance (‘SRA’) for eligible items in your order, you can learn more about the SRA policy here. If you do not purchase SRA along with your order, the order is subject to the Standard Return Policy.
You may be eligible for a full refund to your original payment method if you purchase Seel Return Assurance. You can learn more about Seel Return Assurance here.
- If SRA is purchased, you will be responsible for covering the shipping costs to return your item(s).
- Items being returned must be unused and in original condition (including all paperwork, packaging, accessories),
- Please allow 5-7 business days for us to process your return once it is received by our Fulfillment Center.
- UTOPIA CREATIONS (d/b/a Simply Greek) is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns. It is recommended that customers purchase additional insurance for items that have a value exceeding $50 USD.
Returns | Exchanges of Custom/Personalized Products
Your satisfaction is our goal. Order cancellations are accepted within 24 hours of order placement. Because some product offerings are customized specifically for you, we DO NOT directly accept returns or exchanges on these items, UNLESS you purchase Seel Return Assurance. We are partnering with a new service provider, Seel, to provide Return Assurance for custom and personalized orders. All custom and personalized orders are FINAL SALE, unless you purchase Seel Return Assurance. Please pay attention to the product description for which items are non-refundable and non-exchangeable. We will make every attempt to answer all questions before your order goes into production. If you have questions, please contact us at firstname.lastname@example.org. If you have any issues with your customer or personalized item(s) once received, see our LIMITED WARRANTY.
You can purchase Seel Return Assurance at checkout if you want the option to return and receive a full refund for custom or personalized items. You must follow these instructions to qualify if you purchase Seel Return Assurance for eligible items.
BUYER'S REMORSE POLICY
Returns of our stock* items are accepted within 10 business days of order delivery. Buyer pays return shipping and the original shipping charges are non-refundable. If the buyer is extended FREE SHIPPING as a promotion or offering by UTOPIA CREATIONS and buyer decides to return the order or item(s), the seller's original shipping charges will be deducted from the store credit refund for the order or item(s). Please note a $3.50 handling charge will be assessed to ALL approved returns/exchanges that fall under the Buyer's Remorse Policy.