Frequently Asked Questions
Have Questions? Start Here, Friend!
Every AND-MADE piece is handmade with love and inspected before it ships to you. Because of the handmade nature of our products, please expect slight variations from the pictures shown — that's what makes your piece uniquely yours.
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ORDER PROCESSING & SHIPPING
How long will it take to receive my order?
• Standard Processing Time: 10–21 business days
• Handbags, Jackets & Custom Orders: 4–6 weeks to complete and ship
• Orders with items of different processing times may ship separately
• Heads up: Expedited shipping (Priority or Overnight) does NOT speed up processing time — it only affects transit once your order ships. Please plan accordingly!
How do I check my order status?
• Log into your AND-MADE account at andmadebyhand.com to view your order status
• No account? Create one at andmadebyhand.com — it takes 2 minutes!
• We don't send email updates before 21 business days unless you reach out to us
What counts as a business day?
Monday–Friday, 9am–4pm CST, excluding holidays. We are closed Saturday and Sunday.
What are your shipping methods?
• Free Shipping: Orders over $100 ship free (US only)
• Standard Shipping: USPS Standard Ground
• Expedited Shipping: Available at checkout — does not affect processing time
• We do not ship on weekends
• International shipping is available — free shipping does not apply to international orders
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ORDERS, CUSTOMIZATION & PAYMENT
Do you accept custom orders?
Yes! Email hello@andmadebyhand.com with the subject line "Custom Order" to start the process. Custom items are final sale and not eligible for discounts.
Do you accept wholesale orders?
Yes, you can purchase on Faire
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Afterpay, Sezzle, and more flexible payment options at checkout.
Can I cancel or modify my order?
Unfortunately no — orders are processed immediately once placed, so we're unable to make changes after checkout. Please double-check your cart and shipping address before completing your order!
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EXCHANGES & STORE CREDIT
Do you accept exchanges?
Yes! We want you to love your AND-MADE pieces. Here's how our exchange process works:
• You have 7 days from the date of delivery to request an exchange
• Ship the item back to us in unused, original condition and original packaging
• Once we receive it in hand, we'll issue store credit for the item amount
• Store credit will expire after one calendar year and can be used on anything in the shop
To start an exchange, email hello@andmadebyhand.com with your order number, reason for exchange, and images where applicable.
What if my item arrives damaged or defective?
We're so sorry if that happens — it's rare but we've got you! Email us at hello@andmadebyhand.com within 3 business days of receiving your order with detailed photos and we'll make it right immediately.
What items are final sale?
The following items are not eligible for exchange or store credit:
• Gift Cards
• Sale & Retired Items
• Custom Orders
• Items marked Final Sale at time of purchase
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LOST OR MISSING PACKAGES
What if my package shows delivered but I didn't receive it?
First, check with neighbors and your local post office — packages are sometimes held for pickup or left with a neighbor.
If you still can't locate it:
• UPS: 1-800-742-5877
• USPS: 1-800-275-8777
Unfortunately once a package is marked delivered, the carrier is responsible for the investigation. We recommend reaching out to them directly as they can open a claim on your behalf.
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STILL HAVE QUESTIONS?
We're here for you! Reach out at hello@andmadebyhand.com and we'll get back to you within 1–2 business days.
Business Hours: Monday–Friday, 9am–4pm CST
