Elfen | Customer Service Policies

We take pride in every fold and every bow. To ensure the highest level of service for our customers, please review our store policies below regarding gift-wrapping services, storage, and customer agreements.

1. Pricing & Estimates

Pricing is based on gift size, wrapping style, materials, and any special requests.
Final pricing may vary if an item requires additional materials, special handling, or significantly more time than anticipated.
Any additional charges will be communicated for approval before work begins.
Bulk orders of 10 or more gifts may qualify for discounted pricing. Please contact us for a custom quote.

2. Payment

Payment is due upon completion and/or delivery.
Larger or custom orders are subject to a deposit. This deposit ensures materials can be reserved and scheduling can be accommodated.
Payments are accepted through our approved payment methods outlined on our webpage.
Applicable deposits and cancellation terms will be communicated before payment.

3. Customer-Provided Materials

We welcome customers who wish to provide their own wrapping paper, ribbon, or other supplies.

Discounts may be available when customers provide suitable materials and will outlined in the job quote.
All materials must be clean, usable, and appropriate for the requested wrapping style.
Elfen reserves the right to decline materials that may compromise quality or presentation.
We cannot guarantee the performance of customer-supplied materials or replace materials damaged through normal use during wrapping.

4. Gift Handling & Responsibility

Your gifts are important to us, and we treat each item with care.

Customers are responsible for accurately identifying items and disclosing fragile, valuable, perishable, or unusually shaped gifts.
Gifts should be provided in their original packaging or other protective packaging whenever possible.
Elfen does not inspect or test the contents of sealed packages. Elfen does not provide batteries or test powered equipment or electronics prior to wrapping.
Existing damage or packaging concerns may be documented when gifts are received.
Please do not provide cash, hazardous materials, or irreplaceable items without prior approval.
Elfen is responsible for damage or loss caused by our failure to exercise reasonable care while items are in our possession, subject to applicable law.
Elfen is not responsible for damage or loss caused prior to pick-up or after the wrapped gifts have been released. Wrapping paper does not serve as product protection from external elements such as weather, fire, or other extreme conditions.

5. Scheduling & Turnaround

Orders are scheduled based on availability and the number and complexity of gifts.
Estimated completion dates will be provided when your order is confirmed.
Holiday availability is limited, and early booking is encouraged.
Rush orders may be accommodated for an additional fee.
If an unexpected delay occurs, we will communicate promptly and work with you to arrange a suitable solution.

6. Pickup & Delivery

Pickup and delivery are available within our designated service area. Orders outside of the service area are available with pre-approval.
Appointments must be confirmed in advance.
Customers are responsible for providing accurate addresses and being available at the agreed-upon pick-up and drop-off times.
Additional trips resulting from missed appointments may incur a fee, which will be disclosed before rescheduling.
Gifts will not be left unattended without the customer's express authorization.
Gifts will only be released to the designated individual during the order placement.

7. Changes & Cancellations

We understand that plans change and will do our best to accommodate adjustments.

Changes or cancellations requested before work begins may be accommodated without a service cancellation fee.
Once wrapping has begun, customers are responsible for completed work and materials already used or purchased specifically for their order.
Custom-ordered materials are non-refundable once purchased.

8. Quality & Customer Satisfaction

We take pride in creating gifts that are as beautiful to give as they are to receive.

Each order is prepared with attention to presentation, craftsmanship, and the selected service tier.
Minor variations in ribbon placement, embellishments, or paper patterns are natural with handcrafted wrapping.
If something does not meet the agreed-upon specifications, please contact us within 48 hours of receiving your order.
We will review concerns individually and offer an appropriate correction, rewrapping, or refund when warranted.

9. Privacy & Photography

Customer information is used only for order fulfillment, communication, and related business purposes. Your information will never be sold, or shared with any individual outside of the Elfen team.
We will not intentionally disclose gift contents or recipient details to unauthorized parties.
We may photograph gifts during the order process to document condition and ensure order accuracy throughout the process.
We may photograph completed wrapping for quality records or portfolio purposes, but will obtain permission before publicly sharing images that identify customers, recipients, or personal gift details.

10. Our Commitment

Elfen reserves the right to decline requests that cannot be completed safely, responsibly, or to our quality standards. If we are unable to fulfill a confirmed order, we will promptly notify the customer and refund payments for services and materials not provided.

Our promise is simple: thoughtful service, transparent pricing, careful handling, and beautiful results.

Thank you for supporting Elfen and allowing us to be part of your gifting traditions.