FAQ

Processing time for Custom Orders

Custom orders are shipped within 3-5 business days. If you need your order rushed please note you need Priority Express Mail as your shipping choice. All ready-to-ship items will be sent out within 3-5 business days of receiving the payment for your purchase.

Estimated shipping times on custom and in-stock items

North America: 3-5 business days

Europe: 2-4 weeks

I'll do my best to meet these shipping estimates but cannot guarantee them. The actual delivery time will depend on the shipping method you choose.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

This Returns and Exchanges Policy applies to all purchases made through the website UpOwlNight.com, the UpOwlNight mobile applications, and any other website or application that directs you to this Returns and Exchanges Policy (collectively, the "Site"). All UpOwlNight purchases may only be returned to our physical address within the original country of purchase. Online purchases made through the Site are valid for exchange, credit, or refund within 30 days from the ship date. Your return form and invoice provide a postmark date that specifies the last day you have to return your merchandise by mail. Items must be returned unwashed, unworn, undamaged, and with all tags attached. All returned items must be accompanied by the return form and customs documents (if applicable).

I gladly accept returns and exchanges on in-stock items

Contact me within: 3 days of delivery

Ship items back within: 7 days of delivery

I don't accept cancellations on custom orders

But please contact me if you have any problems with your order.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

• Custom or personalized orders
• Perishable products (like food or flowers)
• Digital downloads
• Intimate items (for health/hygiene reasons)
• Items on sale

Conditions of return

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Normally, no. But in the event of shipping damage, an item can be returned for a full credit or returned for item exchange. The buyer would be responsible for the return shipping, however. It is my goal to provide you with a positive shopping experience and a handmade item that you love and cherish. If I fall short in this please contact me directly so I can find a solution to the problem. Learn more about RETURNS & EXCHANGES

Yes! We love these kinds of orders. If you are ordering as item as a gift, you can note it in the checkout order notes and will ship the item without any receipts and a gift tag or gift message with your name on it.

CREDIT CARDS

We accept Visa, Mastercard, American Express, and Discover. PLease nore that cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service.

STORE CREDIT AND GIFT CERTIFICATES

Of course, you can also use store credit or a gift certificate / gift code. Each gift certificate carries a gift code you can easily enter when completing checkout. They NEVER expire and may be combined with promotions and rebates.

All transactions submitted to us are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. UpOwlNight is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.

Order Verification Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the card holder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.

While you can choose your local currency with the currency selector at the top of the UpOwlNight checkout, all items are priced and charged in US dollars at checkout. We recommend contacting your bank to find out their current currency exchange rate and their currency policy.

MAKING CHANGES TO AN ORDER

Unfortunately, we are not able to change out the items in a custom order once the order has been processed. We can, however, modify an order at any point before the item begins processing. To cancel an in-stock item, please contact our customer service team with your request.

To view the status of pending orders, you can visit the order history page while signed in to your account. Your orders will be itemized by number and you can view the details and status of each order by clicking on the related order number.

Pre-orders are orders for items that are not in stock currently but that are expected to be available for purchase at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, the item will be reserved for you and mailed out to you as soon as the shipment reaches our warehouse. You will not be billed for the item until it ships. We will send you an email when the item arrives as well as when the item ships out.

UPOWLNIGHT OFFERS WORLDWIDE SHIPPING BY PARTNERING WITH THE LOCAL POST IN YOUR COUNTRY TO COMPLETE DELIVERIES

STANDARD

15 - 20 Business Days

Orders < USD$50 = $15.00

Orders > USD$50 = FREE

Orders USD$100+ = FREE

PRIORITY

10 - 14 Business Days

Orders < USD$50 = $53.00

Orders > USD$50 = $60.00

Orders USD$100+ = $65.00

EXPRESS

7 - 10 Business Days

Orders < USD$50 = $65.00

Orders > USD$50 = $70.00

Orders USD$100+ = $75.00

Tracking: Both Priority and Express options include tracking. Please, look for the tracking link in your confirmation e-mail to track your package. Orders placed late on Fridays, Holidays or during the weekend, will be processed by our shipper on the next business day.

Duties:  Please note, all international packages may be subjected to customs duties and taxes. The limits for duty-free packages are regulated by local customs authorities. Please check your local customs website for more information. 

In-stock orders typically ship in 1-2 business day. Orders placed Friday-Sunday will be processed on Monday.

POSSIBLE DELAYS

We do our best to ensure the timely delivery of all orders. When selecting our any of our standard or international shipping options, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, these packages can arrive outside of the estimated timeframe.

If you selected a traceable shipping option, please follow these steps to trace your package:

• Log in to your account
• Go to the homepage and click on your name
• Click on "Order History"
• Click on the order number for the order you would like to track
• Click on the tracking link that appears below each item

Your package includes an order invoice, return form, customs documents (if applicable), and a pre-printed merchandise return label.

On your return form, check off the items you wish to return and list the return reason code(s)

Securely pack your merchandise and return form in a box or envelope of your choice (you may also use the original package if possible)

Place the pre-printed return label on the outside of your package. . Please note that the return label is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, any shipping charge paid by you is non-refundable unless you received damaged, defective, or the wrong item(s)

Mail your online returns using the pre-printed label included with your package, or to the following address:

             UpOwlNight

              Attention: Online Returns

              2918 SW 12th Street

              Deerfield Beach, FL 33442

Refunds will be issued in the original form of payment. Please allow 2-3 weeks from the return ship date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from international and APO/FPO addresses, please allow 4-6 weeks from the return ship date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement. If you made your purchase using a gift card, e-gift card, or store credit, refunds will be issued to the original card that was used. The refund amount will include only the amount paid by you after any discount or reward was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.

Refunds can only be made to the exact gift card, e-gift Certificate or store-credit used for the original purchase. Please retain the gift card, e-gift certificate and/or store credit after your online purchase, for return refunds and future purchases.

For further assistance, contact us at hello@upowlnight.com. You can also contact us through our customer service portal.