CUSTOM COAT POLICY

Mint & Honey – Custom Order Policy

At Mint & Honey, selected items are produced on a made-to-order or customised basis to ensure quality, fit, and craftsmanship. Please review this policy carefully before placing a custom order.

What Is a Custom or Made-to-Order Item?

A custom or made-to-order item is any product that is:

  • Produced specifically after an order is placed

  • Customised based on customer-selected specifications

  • Not held as finished stock at the time of purchase

Custom specifications may include, but are not limited to:

  • Size

  • Length

  • Colour

  • Collar or design details

The order type is clearly stated on the product page before purchase.

Production Timeline

All custom and made-to-order items follow the timeline below:

  • Production and delivery typically take 4–6 weeks from order confirmation

  • Timelines may vary depending on craftsmanship, order volume, and logistics

  • Estimated timelines are confirmed at checkout and in your order confirmation email

By placing a custom order, you acknowledge and accept this production timeline.

Final Sale Policy

All custom and made-to-order items are final sale.

  • Once production has begun, orders cannot be cancelled, refunded, exchanged, or modified

  • Custom specifications cannot be changed after production starts

  • This policy applies regardless of reason, including change of mind or delay expectations

By completing your purchase, you expressly agree to this final sale condition.

Order Confirmation & Acceptance

After placing a custom order:

  • You will receive an order confirmation email outlining your selected specifications

  • Production begins shortly after order verification

  • Once production has started, the order becomes non-refundable

Customers are responsible for ensuring all custom selections are accurate at the time of purchase.

Delivery & Fulfilment

Custom orders are shipped using tracked delivery services, and will require signature on delivery.

Once an order has been confirmed as delivered by the courier, including where signature confirmation has been obtained, the order is considered successfully fulfilled.

Item Not Received Claims

Claims of non-receipt will not be accepted where:

  • Tracking confirms delivery, and/or

  • A delivery signature, courier confirmation has been recorded

Mint & Honey is not responsible for parcels reported as missing after confirmed delivery.

Faulty Items (Custom Orders)

If a custom item arrives with a verified manufacturing fault, please contact us within 48 hours of delivery with clear photographic evidence.

Where a fault is confirmed, Mint & Honey may offer:

  • A repair

  • A replacement

  • Or a refund, where legally required

Normal variations in texture, colour, or finish that are inherent to handcrafted or natural materials do not constitute a fault.

Incorrect Address Details

Custom orders shipped to an address provided incorrectly or incompletely by the customer are not eligible for refund or replacement.

Contact Us

For questions regarding custom orders, please contact:
📧 support@mintxhny.com