Store Policies
Thank you for supporting our small business. At Charlie & Kona LLC, we take pride in creating high-quality, handmade, custom-made products. To ensure a smooth shopping experience, please review the policies below.
1. Agreement to Terms
By accessing our website and placing an order, you agree to:
- Provide accurate personalization, order, and shipping information
- Review and follow all product care instructions
- Acknowledge that all items are handmade and may include slight variations
- Use products as intended
- Respect our intellectual property and designs
We reserve the right to update these policies at any time.
2. Payment Policy
- Full payment is required at checkout
- We accept major credit/debit cards and digital payment methods
- Custom orders must be paid in full before production begins
- Unauthorized chargebacks without first contacting us may result in refusal of future orders
3. Cancellations & Order Changes
Because all items are made to order and production begins quickly:
- Orders may only be canceled or modified within 1 hour of purchase
- Changes cannot be made once production has started
- We are not responsible for errors due to incorrect information provided by the customer
4. Shipping Policy
Processing Times
All items are handmade to order. Processing times vary by product and will be communicated at checkout.
Shipping Responsibility
Once an order has been shipped and accepted by the carrier, responsibility transfers to the shipping provider.
While we will assist in filing claims, we are not responsible for:
- Carrier delays
- Packages marked as delivered but not received
- Incorrect or incomplete shipping addresses
- Lost, stolen, or misdelivered packages
5. Local Pickup Policy (Painted Tree Marketplace)
We offer local pickup at our booth located inside Painted Tree Marketplace.
By selecting local pickup at checkout, you agree to the following:
- Orders will be labeled and placed at our designated booth location for pickup
- You are responsible for picking up your order within a reasonable timeframe
- Orders may be accessible to Painted Tree staff for handling or assistance
- We are not responsible for items once they have been delivered to and left at the pickup location
- We are not responsible for lost, stolen, or misplaced items after delivery to the booth
- Customers may be required to provide proof of purchase at pickup
- We recommend bringing proof of purchase when picking up your order
(Optional: Orders not picked up within 14 days may be subject to restocking or forfeiture without refund.)
6. Returns & Refunds
All Sales Are Final.
Due to the custom nature of our products, all sales are final. We do not accept returns, refunds, or exchanges unless there is a verified issue caused by our error.
Issue Review Requirements
To review a concern, customers must provide:
- Proof of purchase
- Clear photos of the issue
- Photos of packaging (if applicable)
Requests without documentation may not be reviewed.
Eligible for Review
- Items damaged upon arrival
- Verified errors made by us
Not Eligible
- Customer-provided personalization errors
- Normal handmade variations
- Preference changes
- Damage occurring after delivery
Reporting Window
All issues must be reported within 5 business days of delivery
7. Product Care Policy
Proper care is required to maintain product quality. Failure to follow care instructions may void eligibility for issue review.
Apparel (Vinyl Designs)
- Wash cold, inside out
- Gentle cycle only
- Do not bleach or use fabric softener
- Do not iron over design
- Hang dry or tumble dry low
Drinkware
- Hand wash only
- Do not soak
- Not dishwasher or microwave safe unless stated
- Avoid extreme temperatures
Resin/Epoxy Products
- Keep out of direct sunlight and heat
- Do not submerge in hot water
- Handle with care
Home Décor & Signs
- Clean with a soft, dry cloth
- Avoid chemicals and abrasives
- Keep out of prolonged direct sunlight
8. Intellectual Property
All designs, images, products, and content are the property of Charlie & Kona LLC.
- Unauthorized reproduction, resale, or distribution is prohibited
- Custom designs remain our property unless otherwise agreed in writing
9. Disclaimer
- Handmade items may include slight variations
- Colors may vary due to screen settings
- We are not responsible for improper use or failure to follow care instructions
- Products are intended for their designed purpose only