Frequently asked questions
1. How does the name personalization work?
Each ornament carries one name. Type it exactly as you want it printed, upper and lower case included, and check the preview before adding to cart. Names up to 14 characters fit the design best. Personalization requests are reviewed before production. We may decline names that include brand names, logos, sports team names, characters or offensive content. If we cancel an order for this reason, we will contact you and issue a full refund.
2. What if I made a typo?
Each ornament is made just for you, so please check the name and spelling in the preview before you place your order. If you spot a mistake after ordering, email help@halveny.com with your order number right away, before your order goes into production. We'll review your message and reply by email.
3. Will it arrive by Christmas?
Order by Nov 19, 11:59 PM ET for estimated Christmas delivery. Each ornament is made to order in an estimated 4 to 8 business days, then delivery takes an estimated 7 to 15 business days after shipping. Orders placed after Nov 19 may arrive after Christmas.
4. Is my ornament made to order?
Yes. Each ornament is made to order after you personalize it. Colors and details may vary slightly depending on your screen.
5. Do you offer free shipping?
Yes. Shipping is free on every order. We ship to addresses in the United States only, and we do not offer an expedited option.
6. How long will my order take?
Processing takes an estimated 4 to 8 business days after you place your order. After it ships, delivery takes an estimated 7 to 15 business days. Orders ship directly from China through our third-party supplier. Business days are Monday to Friday, excluding holidays. All timeframes are estimates.
7. Will I pay customs duties or import fees?
No. There are no customs duties or import fees for orders shipped to the United States. All import duties are prepaid before delivery (Delivered Duty Paid, DDP), so you will not be asked to pay any customs fees at delivery.
8. How do I track my order, and what if it does not arrive?
When your order ships, we email the tracking information to the address used for your purchase, when available. If your order has more than one item, the items may arrive in separate packages on different dates. If your order has not arrived after the maximum estimated time (8 business days of processing plus 15 business days after shipment), email us at help@halveny.com. You can request a refund from that point and up to 30 days after it. Track your order here.
9. What if my ornament arrives damaged, wrong, or I am not happy with it?
Email help@halveny.com within 30 days of delivery with your order number, the email address used for the purchase, a short description of the issue and a photo of the product. We will review your request and reply by email. Approved refunds go back to your original payment method and appear on your statement within up to 10 business days after approval. Posting time may depend on your card issuer.
10. Do I need to send the ornament back? Do you offer exchanges?
No physical return is needed. If your request is approved, you can keep the item or discard it. Our Return and refund policy covers refunds, not exchanges. If you would like a different design or name, you are welcome to place a new order.
11. How do I care for my ornament?
Wipe it gently with a soft, dry cloth. Avoid water, cleaning products and rough cloths. Keep it away from direct heat. Handle it with care, since ornaments can break or scratch if dropped. Between seasons, wrap it in soft paper and store it in a cool, dry place.
12. How can I contact you?
Email us at help@halveny.com. If you notice an error in your shipping address, write to us as soon as possible, before your order ships. Purchases appear on your card statement as SP HALVENY. If you do not recognize a charge, contact us before opening a dispute with your bank, and we will help you identify the order.
For full details, see our Shipping policy and Return and refund policy.