Our Shipping Promise: Getting Your Supplies to You

We know you’re eager to start your next project. Our team carefully packs your Premium Mediums, Crafting Tools, and Collection Kits with the same attention to detail you put into your creations.

Order Processing

Please allow 1-2 business days for us to process your order. During peak seasons or sales, this may occasionally take slightly longer. You will receive a shipping confirmation email with tracking information as soon as your order is on its way.

Shipping Methods & Timelines

We ship globally (excluding some remote regions and parts of Asia). Please see your cart for the most accurate shipping options and costs for your location.

  • Standard Shipping: We use DHL or FedEx. Your order will typically arrive within 10-15 business days after shipment. A flat rate of $12.95 applies.
  • Free Shipping: For orders over $50, you can select free shipping via EMS. Delivery typically occurs within 15-25 business days after shipment.

Please Note: All delivery timelines are estimates and do not include order processing time. Customs delays are beyond our control but are rare.

Our Returns & Exchanges Promise: Your Peace of Mind

Just as we carefully curate our products, we’ve designed our policy with a commitment to your satisfaction. We understand that sometimes a product might not be the perfect fit for your creative vision. Our goal is to make the process smooth and transparent.

We stand behind the quality of every item we sell, from Copic Markers and Alcohol-Based Inks to Wafer Thin Dies and delicate Embellishments.

The Basics: Timeframe & Condition

  • Return Window: You may return most items for a refund or exchange within 15 days of the date you receive your package.
  • Item Condition: To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them. This is crucial for tools and consumables to ensure safety and quality for all our makers.
  • Original Proof of Purchase: Please include your original packing slip or order number.

Step-by-Step Return & Exchange Process

  1. Initiate Your Request: Within the 15-day window, contact our customer care team at [email protected] with your order number and item details. Use the template below to ensure we have all necessary information.
  2. Receive Instructions: We will email you a Return Merchandise Authorization (RMA) number and detailed return address. Returns sent without an RMA cannot be processed.
  3. Pack & Ship: Securely pack the item(s) in their original packaging. Write the RMA number clearly on the outside of the box. We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped).
  4. Our Inspection & Processing: Once received, our team will inspect the return (typically within 3-5 business days). We will then email you about the status of your refund or the shipment of your exchange.

Return Request Email Template

To expedite your request, please use this template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Simon Says Stamp Customer Care Team,

I would like to request a return/exchange for an item from my recent order.

Order Number: [Please insert your order number] Item(s) to Return/Exchange: [e.g., 1x Acrylic Block 3″ x 3″, 1x Blending Brush Set] Reason for Return/Exchange: [e.g., Incorrect product, Changed mind, etc.]
Please advise on the next steps.

Thank you,
[Your Full Name] [Your Phone Number – Optional]

Refunds: Timing & Method

  • Processing Time: After we approve your return, please allow 5-10 business days for the refund to be processed.
  • Refund Method: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Exchanges

Need a different color, size, or product? We happily process exchanges for an item of equal value. Price differences will be charged or refunded accordingly. Please follow the standard return process, clearly stating you wish for an exchange and specifying the desired replacement item.

Important: Items That Cannot Be Returned

To ensure the health and safety of our entire creative community, certain non-reusable or personalized items cannot be returned for hygienic or practical reasons. Based on our product range, this includes:

  • Opened Consumables: Any opened or used consumable products, such as Adhesives & Tape, Alcohol or Alcohol-Based mediums (inks, markers), Dry Glitter, and similar liquids or powders.
  • Personalized or Custom Items: Any product that has been customized, altered, or used in a way that makes it unsuitable for resale.
  • Clearance or Final Sale Items: These will be clearly marked at the time of purchase.

If you have questions about whether a specific item is returnable, please contact us before initiating a return.

Need Help? We’re Here for You.

Our customer care team shares your passion for every detail. If you have any questions about our policy or need assistance, please don’t hesitate to reach out.

Email: [email protected]
Postal Address for Returns (by authorization only):
Simon Says Stamp
Attn: Returns
3300 Sunny Glen Lane
Cleveland, US 44115

Thank you for trusting Simon Says Stamp as your partner in creativity. We are honored to be part of your making journey.