We understand that circumstances can change — however, as every rock slate photo is custom Print-on-Demand, made exclusively for you, we are unable to accept returns or exchanges for change of mind.

Here is why:

• 🪨 Every piece is uniquely personalised with your photo
• 🖨️ Production begins within 24 hours of order confirmation
• 🚫 Custom pieces cannot be resold to another customer

We strongly recommend reviewing your uploaded photo, chosen size, and design carefully at the preview stage before confirming your order. If you have any doubts, contact us before ordering — we are happy to advise.

We take great care in packaging every order — but we understand that accidents can happen during international shipping. If your slate arrives physically damaged:

Please contact us within 7 days of delivery with:

1. 📋 Your order number
2. 📸 Clear photos of the damage
3. 📸 Photos of the outer packaging as received

We will arrange either:

• 🔄 A free replacement — reprinted and reshipped at no charge
• 💰 A full refund — returned to your original payment method

Your choice. No arguments. No hassle.

If your slate has a printing defect caused by our production process — such as:

• ❌ Blurry or out-of-focus print
• ❌ Colour defects or incorrect colours
• ❌ Misaligned or off-centre design
• ❌ Partial or incomplete print coverage
• ❌ Visible print errors or streaking

Please contact us within 7 days of delivery with your order number and clear photos of the defect. We will reprint and reship your order at no cost to you. We stand behind every piece we make.

Rock slate is a natural material — and natural variations are part of its beauty, not a defect. These are not considered defects and are not eligible for replacement:

• 🪨 Natural grain and texture variations in the stone
• 🎨 Slight colour tone differences between the stone surface and screen
• ⚫ Natural dark patches or lighter areas in the stone itself
• 🔲 Minor edge irregularities — slate is a natural stone, not a perfect rectangle

These natural characteristics are what make every piece genuinely unique. We always recommend embracing them as part of the beauty of natural stone.

If you realise you made a mistake immediately after placing your order:

1. Contact us immediately via Live Chat, WhatsApp, or email
2. Provide your order number and describe the correction needed
3. If production has not yet started — we will correct it at no charge
4. If production has already started — we are unable to make changes

This is why we always recommend carefully checking your:

• ✅ Uploaded photo quality and composition
• ✅ Selected size
• ✅ Design style chosen
• ✅ Gift message wording

...at the preview stage before confirming checkout.

As all products are custom-made on demand, we are unable to offer size or design exchanges after production has started.

Before ordering — we can help:

• 📐 Not sure about sizing? Contact us and we will advise the best size for your space
• 🖼️ Not sure which design style suits your photo? Send us your image and we will recommend the best option

Our goal is to get it right the first time — so please reach out before ordering if you have any questions.

If you received a product that is different from what you ordered — wrong design, wrong size, or someone else's order — please contact us immediately with:

• 📋 Your order number
• 📸 Photos of the item received
• 📝 Description of what you ordered vs what you received

We will correct the error and reship the correct item as a priority at absolutely no cost to you. Errors on our part are always corrected fully and promptly.

In the rare event your parcel is confirmed lost by the courier after a full investigation:

• 🔄 We will reprint and reship your order at no charge, or
• 💰 Issue a full refund to your original payment method

Important steps:

1. Check your tracking number via our Parcel Tracking page first
2. Check with your local post office — parcels are sometimes held for collection
3. Allow 3–5 extra business days beyond the estimated delivery window
4. Contact us if the parcel is significantly overdue

Lost parcel investigations typically take 5–10 business days with the courier. We will keep you updated throughout the entire process.

Submitting a claim is simple and straightforward:

Step 1 — Contact us within 7 days of receiving your order

• 💬 Live Chat — on our website
• 📧 Email — dontang.hk@gmail.com
• 💬 WhatsApp — +852 6906 3960

Step 2 — Provide the following information

• 📋 Your order number
• 📸 Clear photos of the damage or defect
• 📸 Photos of the packaging as received
• 📝 Brief description of the issue

Step 3 — We respond within 12 hours

• ✅ We review your claim
• ✅ Confirm replacement or refund
• ✅ Process your resolution immediately

We aim to resolve every claim within 1–2 business days of receiving your photos and details.

Once your refund is approved by our team, here is the processing timeline:

Step
✅ Refund approved by FSE team
Within 1 business day

💳 Credit / Debit Card refund
5 – 10 business days

🅿️ PayPal refund
3 – 5 business days

📱 Apple Pay / Google Pay
5 – 10 business days

🛍️ Shop Pay
3 – 5 business days

You will receive an email notification from us as soon as the refund is processed on our end. If your refund has not appeared after 10 business days, please contact your bank directly — and copy us in so we can assist.