We begin preparing personalized orders soon after purchase. Please review your order details carefully and contact us promptly if you need to make a change or cancel.
PHYSICAL ORDERS
You may request cancellation within two business days after placing an order. If it has not shipped, we will cancel it and issue a full refund to your original payment method.
For this policy, business days are Monday through Friday, excluding U.S. federal holidays. The day after your order is placed is business day one; a cancellation request must reach us by 11:59 p.m. Eastern Time on business day two. For example, if you order on Monday, the request deadline is Wednesday at 11:59 p.m. Eastern Time, unless a holiday changes the count.
After the two-business-day window, please contact us as soon as possible. If the order has not shipped and we can stop production or fulfillment, we will accept cancellation subject to a fee equal to 60% of the product subtotal for the cancelled items. We will refund the remaining 40%, along with shipping charges and applicable tax for those unshipped items. This fee helps cover design, materials, and preparation already committed to personalized orders. If the order has shipped, it cannot be cancelled; please consult our Return Policy for any applicable return options.
DIGITAL PRODUCTS
You may request cancellation before the download link or access to an editing service has been delivered. Once digital access has been delivered, the purchase cannot be cancelled merely because you changed your mind. If a digital product is missing, inaccessible, or materially different from its description, contact us so we can resolve the issue. Your rights under applicable law still apply.
CHANGES, EVENT POSTPONEMENTS, AND OUR ERRORS
Email us immediately if you need to change a name, date, fragrance, quantity, shipping address, or other detail. We will confirm whether the change is possible based on production status. Additional work, materials, or shipping may require an additional charge, which we will tell you before proceeding. If your event is postponed, we can discuss holding an unshipped order or setting a later ship date; availability depends on the order's status. If we cannot fulfill your order or we cancel it ourselves, we will refund the affected items in full. The cancellation fee does not apply when we made an error or when applicable law requires a full refund.
HOW TO REQUEST CANCELLATION
Email support@thebrownstonemarket.com with your order number and “Cancellation request” in the subject line. The time we receive your email determines whether your request meets the deadline. We will confirm the order status, any applicable fee, and the refund amount. If we cannot stop an order, we will explain the available options.
Return Policy: https://www.thebrownstonemarket.com/pages/return-policy
Shipping Policy: https://www.thebrownstonemarket.com/pages/shipping-policy
