Our proof-match guarantee

What is covered

• Manufacturing defects: missing enamel, broken posts or plating flaws
• Wrong colors, text or shape: pins that differ from the approved proof by more than normal handmade variation
• Shipping problems: a parcel that is lost, seriously delayed or held up by a customs inspection
• Wrong quantity: fewer pins than ordered (we ship the missing pins)

What counts as normal variation

Each pin is struck, filled and polished by hand, so it will never be a pixel-perfect copy of the digital proof. Differences in appearance of up to 5% are normal for custom pins and are not defects. Enamel colors can also shift slightly from batch to batch; that alone is not a reason for a refund, unless you ordered a physical sample and the finished pins do not reasonably match it.

How to claim

Email hello@enamelore.com within 7 days of receiving your pins, with your order number and photos of the problem. We reply within one business day. For a refund or a replacement, the pins need to come back to us for inspection, and we send you a prepaid return label.

What we do

Our quality team checks the returned pins for manufacturing defects and for differences in color or design from the approved proof.

• 6% or more of the pins fail inspection: we remake the order at no cost and ship it to you again, duties paid, or refund it. A remake usually takes 15 to 20 days, unless we agree a different date with you in writing.
• Fewer than 6% fail: the differences are within the normal range for handmade pins and do not count as a defect. The pins are not refunded or exchanged, and we ship them back to you at your cost.

For shipping problems, we work with the carrier and customs to sort things out. Once the problem is confirmed, we make and ship your order again free of charge or refund it in full.

What is not covered

• Changes to a design after you approved the proof
• Delays caused by changes made after production has started, such as further design edits, a larger quantity, a pre-production sample or a new delivery date
• Delays caused by incorrect delivery details
• Problems reported more than 7 days after delivery

Because every pin is custom-made, we cannot accept returns of pins that match the approved proof. That is why we send photos before shipping: if something looks wrong, you can tell us before the pins leave the factory. See how it works, our refund policy and our FAQ.