Terms of service

Custom Order Policy

At Hetzel Handmade, we love turning your unique visions into reality through custom orders. Whether you have a specific design in mind or need assistance in creating something special, we're here to collaborate with you every step of the way. To ensure a smooth and enjoyable custom order experience, please review the following guidelines:

1. Initial Consultation:

  • Contact us with your custom order request to initiate the process.
  • We'll discuss your ideas, preferences, and any specific requirements to tailor the design to your liking.

2. Estimate and Design Approval:

  • Upon understanding your needs, we'll provide you with an estimate outlining the cost, materials, and timeline for your custom piece.
  • You'll have the opportunity to review and approve the estimate before proceeding with the order.
  • We'll work closely with you to finalize the design, incorporating any adjustments or modifications you may request.

3. Deposit Requirement:

  • A non-refundable deposit is required to secure your custom order slot.
  • The deposit amount will be specified in your estimate and is typically 50% of the total order value.
  • Once the deposit is received, we'll begin the production process for your custom piece.

4. Production and Communication:

  • Throughout the production phase, we'll keep you updated on the progress of your order.
  • You're welcome to reach out to us at any time with questions or concerns regarding your custom piece.

5. Final Payment and Shipping:

  • Upon completion of your custom piece, we'll notify you and provide final photos.
  • Once final payment is received, including any outstanding balance beyond the deposit, we'll carefully package and ship your order to you.

6. Cancellation Policy:

  • Custom orders are non-cancellable once production has begun.
  • In the event of cancellation prior to production, the deposit is non-refundable.


By placing a custom order with Hetzel Handmade, you acknowledge and agree to abide by the terms outlined in this policy.
We look forward to bringing your unique vision to life and creating a one-of-a-kind piece that you'll cherish for years to come!