Policies

At Poisé, we want every order to be a smooth and enjoyable experience. Because many of our products are made specifically for you, please take a moment to review our policies before placing your order.

1. Personalized & Custom Orders

Many of our products are made or customized based on the information you provide when placing your order.

Please carefully review all personalization details—including names, dates, spelling, colors, sizes, and other selections—before completing your purchase.

Poise is not responsible for errors in personalization information submitted by the customer.

Because personalized products are created specifically for each customer, they may not be eligible for return or exchange due to a change of mind or incorrect information provided at checkout.

2. Order Changes & Cancellations

We begin processing orders as soon as possible so that your order can be completed and shipped promptly.

If you need to change or cancel an order, please contact us as soon as possible after placing your order. We will do our best to accommodate your request if production has not yet started.

Once an order has entered production, changes or cancellations may no longer be possible.

3. Returns & Exchanges

Because personalized products are made specifically for each customer, we generally do not accept returns or exchanges for customized items due to personal preference, change of mind, or incorrect personalization information provided by the customer.

If you receive an item that is incorrect, defective, or damaged, please contact us within 10 days of delivery. We may request photos or other information to help us review the issue.

If the issue is confirmed to be our error or a manufacturing defect, we will work with you to provide an appropriate resolution, which may include a replacement or refund.

4. Damaged or Incorrect Items

We carefully inspect orders before they are shipped. However, damage can occasionally occur during production or transit.

If your order arrives damaged, defective, or different from what you ordered, please contact us at withpoiseatelier@gmail.com within 10 days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photos of the product

• Photos of the packaging, if applicable

Please keep the original packaging until the issue has been resolved.

5. Shipping

Orders are processed and shipped according to the estimated processing and shipping times shown on the product page or at checkout.

Shipping times are estimates and may vary due to carrier delays, holidays, weather, high order volumes, or other circumstances outside of our control.

Poise is not responsible for delays caused by the shipping carrier after an order has been shipped.

Please make sure your shipping address is accurate before completing your order. We are not responsible for orders delivered to an incorrect address provided by the customer.

6. Lost or Stolen Packages

Once an order has been marked as delivered by the shipping carrier, Poise is not responsible for packages that are lost, stolen, or misplaced after delivery.

If your package appears to be missing, we recommend checking with household members, neighbors, and the shipping carrier first.

If you believe your package was lost in transit, please contact us and we will do our best to assist.

7. Refunds

Approved refunds will be issued to the original payment method.

Please allow your payment provider or financial institution additional time to process the refund after it has been issued.

Shipping fees are generally non-refundable unless the refund is due to an error on our part.

8. Product Appearance

We make every effort to display our products and colors as accurately as possible. However, colors may appear slightly different depending on your screen, monitor, or device.

Because our products may be personalized and produced individually, minor variations may occur. These variations are not necessarily considered defects.

9. Customer Responsibility

By placing an order with Poise, you confirm that the information you provide is accurate and that you have reviewed your order details before completing your purchase.

For personalized products, customers are responsible for reviewing spelling, names, dates, sizes, colors, and other customization details before submitting an order.

10. Contact Us

If you have questions about an order or our policies, please contact us at:

Email: withpoiseatelier@gmail.com

We are happy to help and will do our best to resolve any concerns as quickly as possible.

Thank you for choosing Poisé. We appreciate your support and the opportunity to create something meaningful for you.