Shipping + Returns + FAQs
WHAT IS YOUR RETURN POLICY?
To start a return visit our return center here.
Custom designs are all final sale and cannot be returned. If you purchased a non-customized item and it remains unused and in its original condition, you can return it in exchange for store credit. Please contact me through email (email@example.com) within 7 days of delivery date and I will provide you with a pre-paid shipping label, which is deducted from your store credit amount. We will NOT respond to return requests via social media accounts. All sale items are final sale.
If you change your mind about your order and no longer want it and it is not made yet, we can refund you for store credit.
HOW ARE PATCHES ADHERED?
All CUSTOM makeup bags, tote bags, backpacks, duffles, slippers, and jewelry boxes are individually adhered with super strong adhesive. All ready-to-ship items with patches are sewn. Custom denim jackets, trucker hats and towels are sewn in-house.
WHEN WILL MY ORDER SHIP?
We work hard to get all orders out as quickly as possible, if your bag is custom please allow 10-20 days before shipping. RUSH custom items ship within three business days. Non-custom items ship immediately! We appreciate your patience. Any "ready to ship" items ship immediately!
If you don't pay for the correct amount of patches ($5/ea), we will hold your order & reach out twice via email notifying you+ will send this plain after 30 days of holding.
I NEVER RECEIVED MY ORDER, BUT IT SAYS DELIVERED
We do not have any control over lost packages. However, we will always do what is best and satisfy our customers. If a package is lost or says ‘delivered’ but you did not recieve it, I recommend opening a case online to file a claim. KenzKustomz, LLC is not held responsible for lost packages at the end of the day but we will work with you in every way possible.
ARE PATCHES FREE?
All letters/patches purchased with a bag are $5 each. No bags come with free patches, please pay accordingly. This goes for both fun patches & letter patches. Failure to pay for patches will result in a text message/email reminder to pay for the customization. Example: KENDALL = 7 patches. If no payment is received, we will hold your order & contact you for maximum two months via text/ email. If we cannot get ahold of you, the bags will be sent without patches.
ORDER DETAILS & ORDER NOTES
Please ensure to include within order details on the checkout page the Letter/Bag combinations. This is IMPORTANT to ensure our team produces the correct letter/bag combination you need. If you select 3 patches, it is sometimes tight + we might have to overlap the edges and make the bag look good to the best of our ability. If you customize your bag with the wrong initials and do not catch it till after it is made, there is nothing we can do about it, all bags are handmade as ordered.
Example:“Bag Name” & Pink Letters B,K
"Bag Name” & White Letters T,M