Frequently Asked Questions

Earthern Magic Essence

Welcome to Earthern Magic Essence! We believe every gift should feel special, whether it's handcrafted with care, personalized just for you, or thoughtfully selected for our boutique.

We've answered some of our most frequently asked questions below. If you need additional assistance, we're always happy to help!

Custom & Personalized Orders

1. Do you accept custom orders?

Absolutely! Custom creations are one of our specialties. We offer personalized apparel, tumblers, mugs, keepsakes, memorial gifts, jewelry, home décor, and much more.

If you have something special in mind that isn't listed on our website, we'd love to hear your idea!

2. How do I place a custom order?

You can select the personalization options available on a product page or contact us directly at info@earthernmagicessence.com.

Please provide as much information as possible, including names, dates, colors, wording, photographs, quantities, and any specific design requests.

We'll review your request and discuss pricing and availability before proceeding.

3. Can I request a product that isn't listed on your website?

Yes! We enjoy bringing creative ideas to life. If you don't see exactly what you're looking for, contact us to discuss your vision.

While we cannot guarantee every request can be fulfilled, we'll do our best to explore available options.

4. Will I receive a design proof before my custom item is made?

For eligible custom products, a digital design proof may be provided for your review.

Please carefully check spelling, names, dates, colors, and personalization details before approving your design.

Once an approved design enters production, additional changes may not be possible.

5. Can I change or cancel a custom order?

Please contact us as soon as possible if you need to change or cancel your order.

Changes and cancellations may be accommodated before design work or production begins.

Once customization or production has started, cancellation may no longer be possible, and additional charges may apply for requested changes.

Returns, Refunds & Exchanges

6. What is your return policy?

We accept returns on eligible non-custom merchandise within 14 calendar days of delivery.

To qualify for a return:

• Items must be unused, unworn, unwashed, and in their original condition.

• Original tags and packaging must be included when applicable.

• You must contact us within 14 calendar days of delivery to request a return.

• Once your return is approved, you must ship the item back within 7 calendar days.

• Customers are responsible for return shipping costs for change-of-mind returns.

• We do not charge restocking fees.

• Original shipping charges are nonrefundable for change-of-mind returns.

Once your returned merchandise has been received and inspected, approved refunds will be issued to the original payment method.

Please contact us before sending any merchandise back so we can provide return instructions.

7. Can I return custom or personalized products?

Because custom and personalized items are created specifically for you, all custom and personalized orders are final sale for change-of-mind returns.

We do not accept returns or exchanges due to:

• A change of mind

• Incorrect spelling or information supplied by the customer

• Incorrect sizes or personalization options selected by the customer

• Dissatisfaction with a design previously approved by the customer

If an item arrives damaged, defective, or incorrect due to our error, please contact us so we can help resolve the issue.

8. Can I return sale or clearance items?

Items purchased during regular sales, promotional events, or with discount codes remain eligible for our standard 14-day return policy, provided they meet all return requirements.

However, items specifically marked CLEARANCE – FINAL SALE cannot be returned or exchanged for a change of mind.

9. Can I return bath and body products?

For hygiene, safety, and product integrity, all bath and body products are final sale for change-of-mind returns, including unopened products.

This includes soaps, sugar scrubs, bath salts, shampoo bars, facial products, and other personal-care products.

10. Can I return Smelly Jellys, carpet fresheners, or other home fragrance products?

All home fragrance products are final sale for change-of-mind returns, including unopened products.

Because fragrance preferences vary from person to person, we cannot accept returns simply because a customer dislikes a particular fragrance or changes their mind.

11. What if my order arrives damaged, defective, or incorrect?

We take pride in our products and want you to be happy with your purchase.

If your order arrives damaged, defective, or incorrect, please contact us promptly at info@earthernmagicessence.com.

Include your order number, a description of the issue, and clear photographs when possible.

We'll review your concern and work toward an appropriate resolution, which may include a correction, replacement, or refund.

Our final-sale policies do not limit any rights provided by applicable law.

Customer Photographs & Artwork

12. Can I use my own photograph on a personalized product?

Yes! We can create select personalized products featuring photographs of loved ones, children, pets, special memories, and more.

For the best possible results, please provide a clear, high-resolution original photograph.

13. What if my photograph is blurry or low resolution?

Photographs with poor resolution may appear blurry, grainy, or pixelated when printed.

If your photograph requires restoration, enhancement, background removal, or additional editing, an extra fee may apply.

Any applicable editing fee will be discussed with you before paid editing work begins.

We may recommend providing a different photograph if the original image is unsuitable for quality printing.

14. Will the finished product look exactly like the photograph or digital preview?

We do our best to accurately represent colors, designs, and personalization details.

However, slight differences may occur due to screen settings, printing techniques, product materials, and handmade production processes.

15. Can I submit any image, logo, character, or artwork for customization?

Customers must have the appropriate rights or permission to use submitted photographs, logos, artwork, and other designs.

We reserve the right to decline requests involving unauthorized copyrighted or trademarked material or other content we cannot legally reproduce.

Handmade Products

16. Are your products handmade?

Many of our bath, body, home fragrance, and personalized gift products are handcrafted or customized with care.

We also offer thoughtfully selected boutique merchandise, accessories, toys, and other specialty items.

Individual product listings will provide information about the item you're purchasing.

17. Why does my handmade product look slightly different from the photograph?

Handmade products may naturally vary in color, pattern, shape, texture, and appearance.

These small variations are part of what makes handcrafted items unique.

18. Can I request a special fragrance?

We offer a variety of fragrances across our soaps, Smelly Jellys, carpet fresheners, and other handmade items.

Fragrance availability depends on current supplies and product options.

If you have a particular scent in mind, contact us to discuss availability.

19. Do you accept bulk or wholesale orders?

Yes! We welcome inquiries from businesses, boutiques, event organizers, and customers looking for larger quantities.

Bulk and wholesale availability, pricing, minimum quantities, and production timelines vary by product.

Please email info@earthernmagicessence.com with your business or event details and estimated quantities.

Shipping & Delivery

20. How long will it take to process my order?

Processing times vary depending on the product, order quantity, customization requirements, and current production schedule.

Ready-made merchandise typically requires less preparation than personalized or handcrafted-to-order products.

Estimated processing times will be provided when available.

Please remember that processing time and shipping transit time are separate.

21. Can I request a rush order?

Rush orders may be available depending on the product and our current production schedule.

Additional rush fees may apply.

Please contact us before ordering if you need an item by a specific date.

We cannot guarantee delivery by a particular date unless the arrangement has been expressly confirmed.

22. What if my package shows delivered but I haven't received it?

If your tracking information indicates that your package was delivered but you cannot locate it, please:

1. Verify the delivery address on your order.

2. Check your porch, mailbox, and surrounding delivery areas.

3. Ask household members or neighbors if they accepted the package.

4. Contact the shipping carrier to initiate a missing-package investigation.

5. Email us with your order number, tracking information, and carrier claim details.

For packages marked delivered, we require a carrier investigation to be initiated before determining the appropriate resolution.

Refunds and replacements are not automatically issued based solely on a delivered tracking status. Each situation will be reviewed fairly, taking into account the carrier's findings and applicable consumer protection laws.

23. What happens if I enter the wrong shipping address?

Customers are responsible for providing accurate and complete shipping information at checkout.

If you notice an error, contact us immediately.

If your order has not shipped, we'll make reasonable efforts to correct the address.

If a package is returned because of incorrect or incomplete shipping information provided by the customer:

• We will contact you to verify the corrected address.

• Additional shipping charges will be the customer's responsibility.

• Reshipping charges must be paid before the package is sent again.

If Earthern Magic Essence makes a shipping address error, we will cover the necessary costs to correct our mistake.

Once a package has shipped, address changes may not always be possible.

24. Do you offer local purchasing options?

We offer a selection of merchandise through our vendor booth in Rainbow City, Alabama, as well as through our online store.

Product availability may vary between locations.

Customers can also contact us about custom orders or products they don't see at the booth.

Digital Products

25. Do you sell digital downloads?

Yes! We offer select digital designs, printables, and other downloadable products.

Please review individual listings carefully to understand exactly what is included with your purchase.

26. Can I return or receive a refund for digital products?

Due to the nature of downloadable products, digital purchases are generally final sale once the files have been delivered or accessed.

If you experience technical problems accessing a file, receive an incorrect file, or encounter a defect, please contact us for assistance.

Refunds or other remedies will be provided when required by applicable law.

27. Can I share or resell digital designs purchased from your shop?

Digital product usage rights depend on the individual listing.

Unless commercial resale or redistribution rights are expressly granted, purchasing a digital design does not give permission to resell, share, redistribute, or claim the design as your own.

Gifts & Special Occasions

28. Can you create personalized gifts for special occasions?

Absolutely! We create personalized gifts for birthdays, anniversaries, weddings, baby showers, memorials, holidays, graduations, and many other meaningful occasions.

Contact us to discuss your ideas and available options.

29. Can I order multiple personalized gifts for an event?

Yes! We welcome inquiries for party favors, group gifts, corporate gifts, family celebrations, and special events.

Please contact us early so we can discuss quantities, pricing, and production time.

30. Do you sell gift cards?

Please check our website for currently available gift card options. Availability and redemption terms will be provided with the gift card listing.

Still Have Questions?

We're always happy to help!

Whether you have questions about a product, need assistance with an existing order, or have an idea for a custom creation, we'd love to hear from you.

Email: info@earthernmagicessence.com

Website: www.earthernmagicessence.com

Thank you for supporting Earthern Magic Essence, where creativity, thoughtful gifts, and personal touches come together.

From My Heart to Yours ❤️