FAQ's & Store Policies
By placing an order with Southern Hospitality Company, you are agreeing to the following store policies:
Custom Order Minimums:
We love to create new designs for our customers! With custom designs, comes quite a bit of back and forth conversation with our customers that often takes away from our regularly placed orders. In order to make doing proofs and many changes worth our time, we have created a few minimum order counts that are required for new designs and custom listings. We thank you for understanding that we are just two people trying to earn our living through our little shop! We also charge a $50 deposit to begin designing.
- Invitations: Minimum of 30
- Stationery: Minimum of 50 (2 sets of 25)
- Gift Tags: Minimum of 60 (3 sets of 20)
- Place Cards: Minimum of 50
- Calling Cards/Enclosures: Minimum of 50
Product Returns, Cancellations, and Unexpected Damages:
Please notify us within 7 days of the delivery. After 7 days, we do not accept exchanges or replacements.
Please note that shipping and handling charges are not refundable. The cost of the return shipping will be deducted from your refund or store credit. Return shipping costs are not reimbursed by Southern Hospitality Company, unless we sent damaged or incorrect merchandise.
We make sure that our custom products are put into production immediately upon order to expedite customer satisfaction, meaning cancellations are unavailable.
Personalized items are special and specific, meaning they’re created just for you. This means we are unable to accept returns unless there has been an error in manufacturing your order.
Non-Personalized Returns: Non-personalized items may be returned within 14 days of purchase with the original receipt for refund minus shipping in original payment method and a 10% restocking fee. After 14 business days, but within 30 days, you may return for store credit only. We reserve the right to refuse a refund if the items have any sign of wear, alteration, misuse or damage. Items returned to us with damages will be shipped back to you and are subject to additional shipping cost. Returns will be processed upon receiving merchandise in-hand and the credit will processed in 3-5 business days upon receipt. We do not offer free returns at this time.
Damages: For any orders received damaged, please note these claims have to be received within 7 days of delivery or cannot be returned. Please email photographic proof of damage to both the product and the box with the stamp/label pictured. We will follow-up with more information after damaged photos are sent. Do not discard or return any products unless instructed to do so.
For merchandise that is ordered upon special request, i.e. size, color or pattern outside of our standard offerings cannot be returned.
Most of our items are hand-crafted, especially our glassware, painted toleware, and paper products. For that reason, slight imperfections, such as small bubbles, swirls, and minor bumps, are expected in handcrafted items. At a moderate level, these imperfections will pass quality control, and therefore will not qualify for replacements. Should you have any concerns, please contact us and we will do our best to resolve the issue, with this disclaimer in mind.
Sale items are final, and cannot be returned.
Please note that shipping and handling charges are not refundable. The cost of the return shipping will be deducted from your refund or store credit. Return shipping costs are not reimbursed by Southern Hospitality Co, unless we sent damaged or incorrect merchandise.
Return to Sender: We print our postage labels directly from the website. Meaning, there is no way for us to alter provided address once they are written at checkout. Aka please make sure that the address provided is correct. Should your package be returned to sender to our office for any reason, we are not responsible to cover the charges to re-send the package. Customer will be notified that their package was returned and we will send a custom listing to the email provided to for the customer to cover the shipping charges to resend to the correct address.
All production times are noted in the individual product descriptions. Your patience is appreciated as we custom design and produce every product just for you. Production times are estimated with the understanding orders are submitted with all necessary information. If there is any follow-up needed, this will delay production in order to ensure 100% accuracy in order details.
*Expect delays in production during holidays*
Shipping time will vary by order due to the custom nature of our products. Each estimated shipping time is available in product descriptions. When orders consist of personalized and non-personalized, items will be combined to ship in as few packages as possible. In most cases, the complete order will ship together at the longest time frame to accommodate production times of personalized items.
I never received my order but tracking says it was delivered. What now?
In almost all cases the customer will receive tracking information when the product ships. At that point, delivery of the product is out of our control. Refunds are not given and replacement orders are not the financial responsibility of SoHospitalityCo for claims of non-delivery if tracking shows it was delivered.
1. Wait a few days since majority of cases the package will arrive a few days later
2. Check with neighbors
3. Check with family members living in your home
4. Ask the delivery person where he/she left the package
5. Call your local delivery office to see if it is sitting there or on the truck
Can I Cancel My Order?
Custom orders cannot be cancelled one an order has been placed. Unless there is an error on our part, the order will be fulfilled and charged for.
We do not offer wholesale products at this time.
Do you offer discounts?
We are a small, two person company, that has extremely competitive prices. We love to keep our prices low so that a wide range of customers can afford our precious products without breaking the bank. We would love to give discounts, but we would actually make no money on our products since our profit margin is truly very low... and we would appreciate y'all helping us keep our lights on and bellies full. Thank you for supporting our dream!
How do I write my monogram?
We print your monogram in the EXACT order you write it.
- Ex. Ashlyn Parker Walters - aWp (first, last, middle)
- Couple's Initials Ex: Scott and Julie Pederson - jPs (wife, last, husband)
If you want, you can provide your whole name which makes our lives easier to double check and be 100% sure it's right!
You can also email us your personalization to SouthernHospitalityCompany@gmail.com if you prefer.
What if my product isn’t “perfect” to my standards?
We are bummed that you are disappointed with your order. Everything in our shop is made by hand so there may be small imperfections on each piece such as brushstrokes or air bubbles to name a few. We do want it to be clear just as we stated in the item’s description, that every single product is handmade so there will sometimes be small human errors on something in your order in our shop. That is what makes it handmade. We treasure our products and love that each one is different and not made by a huge machine. We hope that makes sense moving forward in your ordering as we would love to not field questions or comments about how you do not think something is “perfect” in your eyes.
All designs and artwork are copywrited by Southern Hospitality Company. They may not be altered or reproduced in part or in full without permission from Southern Hospitality Company, LLC.
To ensure the absolute quickest turnaround for your personalized order, proofs are not available at this time. Orders will be processed as shown in our store. Due to the variance in monitors and screen resolutions, your printed item may differ slightly in color from what is shown on your screen.