PAYMENT
We accept all major Credit Cards, Debit Cards and E-checks thru Paypal. We use Paypal because it is the most secure way to handle online transactions. If you're not familar with Paypal they are the largest and most respected company available to handle online payments. This is a free service for you, we pay the fee and are happy to do so to give our customers the most secure means of online payments. If you wish to pay with a credit card or debit card, Paypal accepts AMEX, Mastercard, Visa and Discover. All you do is simply enter your information and Credit Card Information. You will receive an email confirming that your payment was received and your order will be shipped asap!
If you prefer not to purchase online with a credit card, you can also phone us with your order and credit card information. Our number is (909) 945 - 9794.
We accept money orders and cashiers checks. These should be mailed to our address located on the bottom of this page. Orders will be shipped asap upon receipt of payment.
We accept personal/business checks. However, it takes approx. 10 days for the check to clear the bank and this will delay your shipment.
SHIPPING
All U.S. orders will be shipped via FedEx and insured. Packages may require a signature upon receipt. All international orders will be shipped U.S.P.S. ground for the very best shipping rates. Please allow approx. 7-10 days for production PLUS shipping transit time. We make your items per order hence the time frame requested. However, if we have an item in stock, it will ship immediately. TIP.....Whenever possible combine your orders to save money on shipping and increase your profit margin.
INTERNATIONAL SHIPPING
We are very happy to ship internationally, however WE REQUIRE A MINIMUM ORDER OF $25 TO SHIP INTERNATIONALLY.....please contact us with any questions. Due to recent rate increases we now ship international orders via Airmail Priority. Please note that Airmail Priority DOES NOT offer a tracking number. In the event of a lost or damaged package we will of course provide any help we can as far as supplying paperwork etc.. to help facilitate your claim with your local postal service, however we will not provide refunds, nor guarantee that your claim with the post office will be approved .
We want you to be completely satisfied with your purchase from our apothecary. We have a 100% Money Back Gaurantee if for any reason you are unhappy with the products you received, you may return or exchange the item(s) within 30 days of the delivery date for a full refund. NO questions asked and we do not charge a restocking fee!
When sending us returns, we would appreciate it if you could provide a short explanation (although not necessary) for the reason of return. This helps us to better understand our customers needs and complaints and assists us in developing better products.
All items must be returned unopened and it's original new condition. Sale items can be returned for store credit only. Please include a copy of the packing slip with your return and specify the item(s) you are returning. Any item returned after 30 days of original delivery date will not be
processed. REFUNDS/RETURNS/LOST OR DAMAGED ITEMS/EXCHANGES
It will always be our intent to satisfy our customers. You are very important to us! If you receive an item with a manufacturing defect you must notify us within 5 days upon receipt and return within 15 days upon receipt for a full refund of your purchase price or credit towards your next order. The item must be in the original condition and packed in the original box with all of the included packing material to insure that it arrives undamaged, and shipped INSURED via the same carrier from which you received your package, i.e....FedEx or UPS. If you wish to return an item with no manufacturing defect, there will be a 25% restocking fee deducted from your refund. Return shipping costs on items with no manufacturing defects are the responsibility of the customer. If you receive an item or package damaged by the carrier you must notify us immediately upon receipt. We do not refund for damage incurred during shipping. It is the responsibility of the customer to file a claim with the carrier for lost or damaged items/s incurred during shipping. We will however be happy to provide any documentation needed to facilitate this claim.. The carrier will then make the decision on whether or not to reimburse you for the damage. You must keep the ORIGINAL BOX AND ALL PACKING MATERIALS. The carrier will need to inspect the package before settling a claim. If you wish to exchange an item we are happy to do so within the time frame and return shipping requirements above. If you wish to return an item for an exchange with another item, you may do so. However, you will have to pay return shipping both ways.
REFUNDS CUSTOM MADE ITEMS
We do not accept returns or issue refunds on custom made items. If the item is lost or damaged during shipping we will of course do whatever is neccessary to help facilitate your insurance claim. Please remember that the insurance carrier makes the call on claims, we do not.
Please email us if you have questions.
REFUNDS SALE ITEMS/SUB CLASS ITEMS
We do not accept returns or issue refunds on items that are purchased from any stated 'sale' which may include sub class merchandise (i.e....Class B, Class C etc.). If the item is lost or damaged during shipping we will of course do whatever is neccessary to help facilitate your insurance claim. Please remember that the insurance carrier makes the call on claims, we do not.
Please email us if you have any questions.
All refunds will be promptly credited back to you. Return shipping costs are non-refundable and the sole responsibility of the customer, unless it is the error of Ophelia's Haven. We recommend using delivery confirmation or online tracking when returning or exchanging your item(s). We cannot accept responsiblity for lost returns.
When returning items you have three available options:
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You may ask for a refund to your credit card
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You may ask for a store credit redeemable on your next order
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You may exchange it for something else
Please note: We are unable to accept returns for international orders. Any credit, exchange, or refund will be issued only for the amount of material returned.
If for some reason your package is damaged upon arrival, please contact us immediately!
PACKAGING
Whenever possible we will use recycled boxes and packaging to ship orders. We want to be an earth friendly company and this is our way of participating in the effort to conserve the environment.
For questions concerning returns, please contact us at ines@opheliashaven.com.
Cancellation Policy:
If for any reason you wish to cancel your order, please
contact us within the same business day that the order was placed. All orders are processed and shipped within 48 hours.
Once your order has been processed, order cancellations received after this time will not be accepted. If you are unable to submit your order cancellation by the deadline, you may return the parcel for an immediate refund or credit minus the shipping charges.
Privacy and Security Policy:
We value and respect the privacy of all of our customers! We do not sell, loan, trade, or rent our customer's personal information to anyone.
The personal information that we collect from you will be solely used for the purpose of processing and completing your order. No information will be given to a third party under any circumstance.
All payments are collected on a certified secure site using SSL (secure socket layer) technology. All credit and debit card transactions are made through Paypal, which is a secure service.
We guarantee that it is 100% safe to shop at Ophelia's Haven!
~~PLEASE NOTE~~
Because our items are individually hand-made and/or hand-crafted (which provides you with the best quality and most unique items), slight variations may occur. Much attention is given to detail on every piece. Nothing that effects the beauty or quality of the item. Embellishments such as beading, florals, lace etc....may vary depending on availability of materials.....however, we promise every item to be as beautiful or more beautiful than shown. If you have any questions concerning this, please email before ordering.
