Refunds, returns and cancellations
Every pin we make is custom, so we cannot resell returned pins. Here is what happens if you cancel, and what we do if something goes wrong.
Effective date: October 27, 2026.
Cancelling an order
- Before you approve your proof. You can cancel at any stage of the design process. We refund the full amount within 3 to 7 calendar days of your request.
- After you approve your proof. Approving the proof (or the physical sample, if your order includes one) sends the order straight into production, and we buy the materials and make the mold at that point. If you cancel then, we keep 60% of the order total to cover materials, the mold and other production costs, and refund the rest.
- Rush and express orders cannot be cancelled once placed.
- After shipping. Once your order has a tracking number, it can no longer be cancelled or refunded.
Cancellation fee for card payments
If you paid by credit card, we deduct a 5% cancellation fee from the refund on a cancelled order. It covers the card processing costs we pay twice, once on your payment and again on the refund. Orders paid by bank transfer (ACH or wire) have no cancellation fee.
Problems with delivered pins
Tell us within 7 days of receiving your pins. For a refund or a replacement, the pins come back to us on a prepaid return label so our quality team can inspect them.
- If 6% or more of the pins have manufacturing defects or differ in color or design from the approved proof, we remake the order free of charge or refund it. A remake usually takes 15 to 20 days, unless we agree otherwise in writing.
- If fewer than 6% are affected, the differences fall within the normal range for handmade pins. They are not refunded or exchanged, and we return the pins to you at your cost.
Full details are on our guarantee page.
Lost, delayed or held parcels
If your parcel is lost, seriously delayed or held up by a customs inspection, we help resolve it with the carrier and customs. Once the problem is confirmed, we make and ship your order again free of charge or refund it in full.
What we cannot refund
- Pins that match the approved proof, including when plans change or an event is cancelled
- Small differences from the digital proof (up to 5% in appearance) that are normal for handmade pins
- Slight shifts in enamel color, unless you ordered a physical sample and the finished pins do not reasonably match it
If you are worried about an exact color or size, ask for a sample pack or a pre-production sample before you approve.
How refunds are paid
When a refund is approved, we email you to confirm it. The money goes back to your original payment method within a few business days.
How to report a problem
Email hello@enamelore.com with your order number and photos. We reply within one business day. See also our terms of service.