Refund policy

Refunds, Returns, Exchanges, Changes, Cancellations

Returns and Exchanges are only accepted in the case of an error in shipping or an item arrives damaged. Contact us via email at Hello@HeirloomHourglass.com within 3 days of delivery if there is an error with your order or an item arrived damaged.

Order Cancellations or changes are accepted on most items - Please request an order change or cancellation within 1 hour of placing your order.

Each unity sand ceremony hourglass and many items found on our site are custom handcrafted per order, so refunds or exchanges are not issued unless there is a defect in workmanship, an error in shipping, or damage occurs in shipping.

Please notify us within one hour of placing your order with any requests for changes that need to be made to an order or any requests for item cancellations. We will do our best to accommodate any changes, but once an item is in production, changes and cancellations cannot be made. No changes or cancellations are allowed on Rush orders.