Policies
Policies & Information
Please review our policies to understand the terms and processes that guide your experience with Rochet Creations.
General Disclaimer
Rochet Creations is committed to providing accurate information about our products, services, and policies. As our pieces are handmade, slight variations in color, texture, sizing, or finish may occur and are considered part of the unique nature of each piece. Information, pricing, availability, and policies may be updated from time to time without notice.
30-Day Warranty
At Rochet Creations, we stand behind the quality of our handmade pieces. All eligible creations are covered by a 30-day warranty for issues related to the workmanship or condition of the item.
Timeframe: Warranty requests must be submitted within 30 days of the date of pickup or delivery.
Coverage: The warranty may cover necessary repairs, replacements, or alterations resulting from an issue with the workmanship or item.
Process: To make a warranty request, please contact us with your order details and a description or photo of the issue. We’ll assess the request and guide you through the next steps.
Delayed Pick-Up Policy
We understand that schedules can change, so we allow a reasonable period for customers to collect their orders once they have been notified that they are ready.
Orders with an Outstanding Balance:
Customers have 30 days from the date of notification to collect their order and settle any outstanding balance. A reminder will be sent one week before the collection deadline. Orders that remain uncollected after 30 days may be released for resale, and any deposit or payment made will be non-refundable.
Fully Paid Orders
Fully paid orders may be collected within 30 days of notification. A reminder will be sent one week before the initial collection deadline.
If additional storage is required after the initial 30-day period, a $5 weekly storage fee will apply, up to a maximum of $50 (10 weeks).
Orders remaining uncollected after 100 days from the original notification date may be released for resale. Payments made toward these orders will be non-refundable.
Custom Orders — Measurements
Our custom-order process is built around collaboration, allowing us to work closely with you to achieve the best possible fit and finish.
For local clients, we recommend having your measurements taken with us as part of the order process. Overseas clients may provide their own measurements using our measurement guidelines.
When submitting your own measurements, please follow our guidelines carefully and ensure that all measurements are accurate. Rochet Creations cannot be held responsible for fitting issues resulting from measurements provided by the customer.
If adjustments are required due to inaccurate or incorrectly provided measurements, additional alteration costs may apply. We’ll always do our best to accommodate adjustments where possible.
Delayed Pick-Up Policy
Our custom-order process is built around collaboration, allowing us to work closely with you to achieve the best possible fit and finish.
For local clients, we recommend having your measurements taken with us as part of the order process. Overseas clients may provide their own measurements using our measurement guidelines.
When submitting your own measurements, please follow our guidelines carefully and ensure that all measurements are accurate. Rochet Creations cannot be held responsible for fitting issues resulting from measurements provided by the customer.
If adjustments are required due to inaccurate or incorrectly provided measurements, additional alteration costs may apply. We’ll always do our best to accommodate adjustments where possible.
Changes to Your Order
Our custom-order process is built around collaboration, allowing us to work closely with you to achieve the best possible fit and finish.
For local clients, we recommend having your measurements taken with us as part of the order process. Overseas clients may provide their own measurements using our measurement guidelines.
When submitting your own measurements, please follow our guidelines carefully and ensure that all measurements are accurate. Rochet Creations cannot be held responsible for fitting issues resulting from measurements provided by the customer.
If adjustments are required due to inaccurate or incorrectly provided measurements, additional alteration costs may apply. We’ll always do our best to accommodate adjustments where possible.
Custom Order Confirmation & Deposits
To secure a custom order with Rochet Creations, we require your order details, measurements, and the applicable deposit. Custom orders can be confirmed in person or virtually.
Once your deposit and required details have been received, your order will be officially confirmed and we can begin the creative process.
Payment Policy
Payment requirements vary depending on the type of order:
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Custom Orders: A deposit is required to secure your order, with the remaining balance due before pickup, delivery, or shipping.
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Collection & Made-to-Order Pieces: Full payment is required when placing your order.
Order Cancellation Policy
We understand that plans can change. If you need to cancel your custom order, please contact us as soon as possible.
Cancellation Within 7 Days: Cancellations made within 7 days of order confirmation are eligible for a full refund of payments made.
Cancellation After 7 Days: For cancellations made after 7 days, 50% of the deposit will be refunded. The remaining portion of the deposit will be retained to cover time, materials, and work committed to your order.
Once production has progressed significantly or your piece has been completed, cancellations may no longer be eligible for a refund.
If you have questions about cancelling or modifying your order, please contact us—we’re happy to assist.