FAQs

Do you do custom orders? 

Yes! Custom orders are a lot of fun and very much appreciated. Please get in touch, so we can start collaborating on your idea. All custom orders will have an associated design fee and lead time, dependent on the scope of your project.  

Can I customize a product that already exists?

Most of the items can be further customized. Please reach out if there's a specific metal, wood type, or finish you'd like instead of the ones currently offered. There will be an associated fee and lead time dependent on the nature of the request. 

Do you offer discounts for large quantities? 

Yes, any quantity over 20 of a particular item will qualify for a 10% or more discount. Please send an email regarding any large orders, as not many of each item are kept in stock. Since the items will be made to order, there will be a lead time of anywhere from 4-12 weeks, depending on the size and nature of the order. 

When will I receive my order? 

Smaller items are shipped via USPS First Class Mail (1-3 business days, depending on location). Larger items are shipped via UPS Ground (3-5 business days, depending on location), unless otherwise noted at checkout. During the holiday season, 12/15 is the last day to place orders if you'd like to receive your items by Christmas. If you miss the 12/15 deadline, you can choose faster shipping at checkout, however it is not guaranteed that you will receive your items in time. 

Can I return my order? 

Returns or refunds are not accepted at this time, unless the item is damaged. However, if you are not satisfied with your order for any reason, please reach out and we will work something out together. Please keep in mind that all items are hand finished, so there may be some slight variation in color and texture. 

Cancellation Policy

If you change your mind after placing an order, please feel free to send a cancellation request email to sarahnellisstudio@gmail.com. Cancellation requests received more than 24 hours after the order was placed are not guaranteed to be granted.