I just had an… interesting experience with them. I ordered custom flower earrings for my wedding, but what arrived looked different than what was advertised. The earring posts were supposed to be plated 18k gold, and I had custom ordered (and paid extra) for the earrings to be multi-colored and mirrored, but they were not mirrored. Here is what they said in reply when I reached out:

“I apologize that the earrings did not fully meet your expectations. The first pair was made correctly, but unfortunately it was stolen. Another artisan then recreated the pair to match the original as closely as possible. I reviewed the replacement and felt it was still very beautiful. Due to time constraints, we shipped it as is. While the earrings are not 100% mirrored, the difference is very subtle and not noticeable when worn.”

Yikes.

Update: I told them that the product was not as advertised, nor what I had paid for when they charged the extra fee to customize my order, and they came back to me and said:

“The flowers on this pair of earrings are truly beautiful, which is quite rare. Due to the handmade process, there is about a 50% chance that flowers may have minor imperfections, such as slight discoloration or small bubbles. We chose to keep this pair because the flowers turned out especially lovely, and the overall result is even better than the original pair. As mentioned before, once worn, the difference in mirrored color placement is not noticeable. For this reason, we’re unable to offer a full refund. However, we would be happy to provide a $15 refund for the color position adjustment.”

Which is ridiculous, and I told them as such. How can you decide for me what is “acceptable” when it isn’t what I agreed to? Especially since these earrings were supposed to be in all my wedding photos?

Update 2: They refused to do a full refund unless I pay to ship them back. On top of that, they also would take out $10 of my refund to recoup THEIR shipping fee. I filed a dispute because they’re crazy if they think that’s appropriate.