Have Questions? - START HERE! 

Order Processing & Shipping

How long will it take to receive my order?

• Standard Processing Time: 10-21 business days.
• Handbags, Jackets, & Custom Orders: These may take 4-6 weeks to complete and ship.
• Order Shipping: If your order contains items with different processing times, they may be shipped separately.
• Expedited Shipping: Priority or Overnight shipping DOES NOT expedite the standard processing time. Please plan accordingly.
• Shipping Carrier: Once your order is ready to ship, it will be sent via UPS or USPS. Please allow 2-4 days for tracking updates.

How do I check the status of my order?

• For existing customers: Log into your AND-MADE account to view order status.
• No account? Create a login at andmadebyhand.com to track your order status.
• Before 21 Business Days: No email updates will be provided unless requested.

What classifies as a "Business Day"?

• Business days are Monday to Friday, 9 am - 4 pm CST, excluding holidays.

What are your shipping methods?

• Free Shipping: Orders with a subtotal over $100 qualify for free shipping.
• Standard Shipping: If no other shipping method is selected, your order will be shipped via Standard Ground Shipping - USPS.
• Expedited Shipping: Available at checkout but will not affect processing times.
• Weekend Shipments: Orders do not ship on Saturdays or Sundays.

Orders, Customization & Payment

Do you accept custom orders?

• Yes! Please email hello@andmadebyhand.com with the subject line “Custom Order” to start the consultation process. Custom items are final sale and not eligible for discounts.

Do you accept wholesale orders?

• No resale wholesale: AND-MADE no longer accepts wholesale orders for reselling under other names.
• Stockist Orders: We’re still open to stocking boutiques or online stores. Please email with "Stockist Interest" in the subject line to discuss possibilities.

What methods of payment do you accept?

• Major Cards: Visa, MasterCard, American Express, Discover.
• Alternative Payments: PayPal, Square, Afterpay, Quadpay/Zip, Sezzle, Shop Pay, and other flexible payment options.

Do you ship internationally?

• Yes! International shipping is available. Note: Free shipping does not apply to international orders.

Refunds, Returns & Exchanges

Refunds & Returns

• No Returns: Due to the handmade nature of our products, we do not accept returns.
• Damaged or Defective Items: If your item is defective or damaged, contact us at hello@andmadebyhand.com with detailed photos within 3 business days of receiving the product.
• Sale Items: These may have slight imperfections and are always final sale.

Order Cancellations

• No Cancellations: Orders are processed immediately, so we cannot cancel or modify an order once it has been placed.

Exchanges

• Eligible for Exchange: Only if the item is damaged or defective. You must contact us within 3 business days of receiving the product.
• Exchange Conditions: The item must be unused, in its original condition, and in its original packaging.

Final Sale Items

• Non-returnable:
  • Gift Cards
  • Sale/Retired Items
  • Custom Orders

Lost Packages & Shipping Errors

What if my package is lost or missing?

• Lost Packages: If tracking shows your package as delivered but you did not receive it, please contact UPS (1-800-742-5877) or USPS (1-800-275-8777) directly.
• Local USPS: Visit your local USPS office in case the package was held for pickup.

Address Issues

• Double Check Your Shipping Address: We are unable to change the shipping address after your order has been placed, so please ensure it’s correct before completing your order.

Customer Support

• Need assistance? If you have further questions or need help, feel free to reach out to us at hello@andmadebyhand.com. We understand that life happens and will do our best to assist you.