Custom Work Policies

Handcrafted in NYC — tailored to you

Ordering

Custom orders can be processed online, by phone, or by email. All orders are confirmed via email and require a signature to guarantee the order.

Payment

•  Full payment is required in advance on orders under $1,500. On orders over $1,500, a 50% deposit is required before processing, with the balance due prior to shipment.
•  Payment may be made by Visa, Mastercard, Discover, American Express, PayPal, or cashier's check/money order payable to Karen Curtis.
•  Due to the customized nature of each piece, the deposit is non-refundable.

Changes & Cancellations

Orders are considered final 24 hours after deposit or full payment is made. There are no cancellations once customization has begun. If you'd like to request changes, this is possible as long as customization has not yet started — additional charges may apply depending on the request.

Shipping of Custom Work

•  Orders ship within 7 days of receiving final payment.
•  Standard delivery is approximately 4–8 weeks and may vary based on quantity, project scope, and current production schedule. Orders are usually shipped via USPS, and you'll be notified before shipping.
•  Items may ship as they're ready or all together once the order is complete — your choice. Shipping and handling are the purchaser's responsibility and will be added to the invoice for each shipment.

Loss & Damage

All merchandise is thoroughly inspected and carefully packaged prior to shipping. Any claims for loss or damage in transit must be submitted within 5 business days of receipt — please keep all damaged product and packing materials for claims inspection, as discarded or missing materials may prevent replacement.

Design Modifications

With the intent of improving the design, Karen Curtis reserves the right to make specification or design modifications — you'll always be contacted in advance, and any change is made solely to make your custom piece as beautiful as possible.