Help Center

All products are created on demand, which signifies that when you place an order, we will produce the item solely for you to ensure the highest quality. The production process encompasses personalization, quality control to make certain that every product reaches our clients in prime condition, and finally packaging. As all products are made on demand, a specific time frame is necessary for production before dispatching them to you.

The shipping time is determined from the moment your order departs our facility until it reaches your delivery destination.

Production and shipping times differ based on the items you acquire and the location of delivery. Please be aware that this is only an estimated time frame.

Shipping fees depend on various factors, including package weight and size, chosen shipping method, and destination address. Shipping costs are determined during the checkout process.

If the total order amount is $80 or more, shipping fees will not be applied.

Please be aware that shipping fees may change based on promotions, discounts, or special offers. Some items might also qualify for free shipping or reduced shipping fees.

If you have any questions or concerns regarding shipping fees or options, please reach out to our customer service team for support. We are here to assist you in finding the best shipping solution for your requirements.

We recognize that you may occasionally need to change your shipping address after submitting an order. At Custom Chic, we strive to ensure that your order is delivered as swiftly and efficiently as possible. Hence, we permit customers to alter their shipping address within the first 2 hours of placing an order through our Live chat feature on our website, Customer Service, or via support@personalhouse.com.

Please note that changing your shipping address after the initial 2 hours may not be feasible, as your order might already be in production.

Additionally, some orders might not be eligible for address changes due to security reasons or other factors.

Also, keep in mind that altering your shipping address may result in a longer delivery time than initially anticipated. Please allow some extra time for your goods to arrive.

There are several reasons why your items might be shipped separately, including:

• Availability: Occasionally, items in your order may be sourced from different warehouses. In such instances, each item may be shipped separately to ensure timely delivery.
• Shipping method: Various items may necessitate different shipping methods. For instance, some items may require special handling or packaging, while others may need to be shipped separately due to size or weight limitations.
• Timing: At times, items in your order may be ready to ship at different intervals or may be divided during the manufacturing process, resulting in separate shipments. In such cases, each item may be shipped individually to prevent delays for the entire order.

Nonetheless, during checkout, you will be charged a single combined shipping fee for all items in your order. Each shipment of your order will be accompanied by a shipping notification. If the second package does not arrive within 5-7 business days of the first, please contact us, and we will provide immediate assistance.

If your tracking number is not functioning, it could be due to various reasons. Here are some steps to help you resolve the issue:

• Check for typos: Ensure that you have entered the tracking number accurately. Verify if there are any typos or errors in the number.
• Wait a bit longer: Tracking information may take a few hours or even a day to update after your order has been shipped. Additionally, order status will only be updated upon arrival at the warehouse or transshipment location. If your tracking number does not work immediately upon receiving the email confirmation, please wait 24 - 48 hours for it to update and check again.

If the issue persists after 48 hours, contact our Customer Service, Live chat section at the bottom right corner of the screen, or via support@personalhouse.com so that we can provide prompt assistance.

In some instances, there may be delays or problems with the shipment beyond our control. If you are concerned about your order's status or have any other questions or concerns, please do not hesitate to contact our customer service team for help.

If your order was expected to arrive but has not yet been delivered, please assist us by doing the following before contacting us:

• Check the tracking information: Use the provided tracking number to check your shipment's status. Occasionally, there may be delays or issues with the carrier beyond our control. If the tracking information shows that the package has been delivered but you have not received it, contact the carrier for further details.
• Verify your shipping address: Ensure that the shipping address you provided is accurate and current. It is possible that the carrier attempted delivery to the wrong address or that the package is being held at a local post office or delivery center.
• Ask your neighbors if the courier left the parcel with them.

If the delivery address was correct and the parcel was not left at the post office or with a neighbor, please contact us at support@personalhouse.com and provide your order number.

If you find an error in your delivery address, we can send a replacement, but the new order would be at your own expense.

In the event that you receive a damaged or incorrect item, kindly send an email to support@personalhouse.com with the following information:

• Order number: Including your order number allows us to swiftly locate your order and confirm your purchase. This helps speed up the process of resolving the issue and obtaining a refund or replacement.
• Images or video of the defective or incorrect item: Capture clear images of the damaged or wrong item, along with any packaging or labels. This serves as evidence of the problem and may be necessary to support your claim.
• Accurate delivery address: If the delivery address was inaccurate or incomplete during the order process, it may have contributed to the issue.

Our customer support team will review your case and respond promptly. If the problem is severe, we will arrange for a replacement or issue a refund within a reasonable timeframe.

All refunds will be issued to your original payment method. If you made a payment using a credit or debit card, refunds will be processed by the card-issuing bank within 5-10 business days following receipt of the returned item or cancellation request. For inquiries regarding when the credit will appear in your account, please contact the card-issuing bank directly.

To request an exchange for a different product, please reach out to us at support@personalhouse.com.

Please note that our products are custom-made; we do not offer exchanges or refunds unless you receive an item with a major issue, such as:

• A significant discrepancy from the description or summary provided to you.
• Damage due to our factory's or the carrier's error.
• A mismatch with your order (product type, color, size, design, etc.).

Allow for a 20% variation between the advertised image and the actual item you receive, as advertised images may slightly differ from the actual item in color due to photo lighting or monitor display.

At this time, we do not have policies in place for product returns. There is no need to return the damaged item you received to obtain a refund or replacement.

If your item is defective or not as described, kindly send us clear images demonstrating the damage in an email to support@personalhouse.com. Upon reviewing your request, Personal House representatives will propose the most reasonable solution by offering a replacement or refund.

Our policy is valid for 30 days from the delivery date. Unfortunately, we cannot provide a refund or exchange if this 30-day window has elapsed.

• Credit Cards: Visa, American Express, MasterCard, and Discover are all accepted.
• Debit Cards: Debit cards with the MasterCard or Visa logo are welcome. If using a prepaid debit card, ensure it is registered for online transactions. Instructions for registration can be found on the card or by contacting their support team.
• PayPal: Personal PayPal accounts can be connected to a bank account or credit card for seamless checkout.

There could be several reasons for a declined credit card. If your payment was rejected and you're uncertain as to why, please refer to the following list:

If you have a new or recently reissued card, ensure it is activated.

Verify Your Card Information:

• Confirm that all entered details are accurate. Mistyping numbers (CVV) is a frequent error.
• Verify the Card Expiration Date

Exceeding Your Credit Limit
Your purchase may be declined if you have already surpassed your credit limit or if this transaction would exceed it. While some cards permit going over the credit limit, others might decline the transaction.

Suspicious Transaction
An unusually large purchase may prompt a fraud review. Attempt to verify the transaction by providing the one-time password (OTP), or contact your bank and try again later.

Account Termination
Reach out to your bank or try using a different card.

Technical Issue

• Attempt the process again later.
• If all else fails, contact the customer support number on the back of your card. They will assist you in resolving this issue.
• Alternatively, you can use PayPal to complete your order.

Personal House prioritizes your security by verifying each transaction with credit agencies and only processing authorized orders. If a transaction appears suspicious or is declined, we may reach out to you to confirm its legitimacy and verify your identity, or we may cancel the order and notify you.

CVV verification is mandatory for all credit and debit card transactions. Moreover, most credit cards and PayPal provide buyer protection for online purchases. Contact them directly for specific information, as policies may vary between financial institutions.