Return & Refund Policy

Because all our products are edible,
handmade, and often personalized, we do not accept returns or cancellations
once production has begun.

When Production Begins

- Custom-made products: production starts
after the customer approves the design proof.

- Non-custom products: production may begin
on the same day the order is placed or the next business day, depending on our
workload. 
This means customers should not expect a guaranteed “cancellation
window,” as production may start immediately.

Damaged or Defective Items

If your order arrives damaged or defective,
please contact us within 24–48 hours of delivery.

Email: lollipopsorder@gmail.com

Please include:

- Your order number 

- Clear photos or videos of the damaged
product 

- A photo of the shipping box (required for
carrier claims)

If the issue is confirmed, we will:

- Replace the item at no cost, including
free standard shipping, 

  or

- Provide a refund if replacement is not
possible.

Lost Packages

We understand that lost packages can be
stressful. To support our customers, we offer:

One free replacement shipment for lost
packages (standard shipping only).

This applies only when the tracking
information does not show “Delivered.”

Important

- If the customer provided an incorrect or
incomplete shipping address, 

a free replacement is not available. A new shipment can be arranged at the
customer's expense.

- Once a carrier marks a package as «Delivered»,
we cannot be responsible for stolen or missing packages 
(porch theft, misdelivery to neighbors, etc.).

Wholesale & Partnerships

Additional terms apply to wholesale
partners:

- One free replacement is available for
lost packages valued up to $300.

- For orders over $300, replacement
or compensation is determined on a case-by-case basis.

- We do not accept returns or issue refunds
for products that deteriorate due to improper storage after delivery. 
Isomalt is sensitive to humidity and heat and must be stored according
to our instructions.

What Is NOT Considered a Defect

The following natural characteristics of
handmade edible products are not considered defects:

- Slight color variations 
(especially on wafer paper due to its natural texture)

- Minor surface marks or micro-scratches

- Air bubbles inside isomalt

- Melting caused by heat or sunlight after
delivery

- Damage caused by improper storage after
receipt

Handmade products may vary slightly in
appearance, which is normal and expected.

Non-Refundable Items

- Custom-made items 

- All edible products 

- Digital files 

- Shipping fees (unless the error was on
our side)

If the Error Is on Our Side

If we made a mistake—wrong design,
quantity, or a verifiable production error—we will:

- remake and resend the order at our
expense (including free standard shipping), 

  or

- provide a refund upon request.

Thank you for supporting our family business and
understanding the nature of handmade edible products.