Here is a tailored return policy for Flag Lodge that balances your strict "no returns on custom items" rule with your warm, customer-first family brand.

Flag Lodge Return & Refund Policy

Effective Date: July 10, 2026

At Flag Lodge, we pour a touch of lakeside love and careful craftsmanship into every single order. Because our products are handcrafted and custom-made just for you, we have a specific policy regarding returns and exchanges.

Please read the details below before placing your order.

1. Personalized & Custom Items

Due to the highly personalized nature of our custom blankets, candles, keepsakes, and metal signs, we do not accept returns, exchanges, or cancellations once production has begun.

Each custom item is a unique piece designed specifically for your family, home, or loved ones, which means we cannot resell or reuse it.

📌 Please Double-Check Your Details: We kindly ask that you carefully review all family names, dates, spelling, and design choices before finalizing your order. We print and engrave exactly what you provide!

2. Damaged, Defective, or Incorrect Items

Your satisfaction is our top priority, and we want you to absolutely love your piece of Flag Lodge. If your order arrives and is anything less than perfect due to an error on our part, we will gladly make it right.

We will issue a replacement or a refund if your product is:

• Damaged during transit.

• Defective (e.g., structural issues with metal signs, misprinted blankets, broken candle jars).

• Incorrect (e.g., misspelled text that differs from your original order notes, or the wrong item entirely).

3. How to Report an Issue

If your item arrives damaged or defective, please let our family know right away so we can fix it!

1. Contact Us: Send an email to support@flaglodge.com within 14 days of receiving your package.

2. Include Details: Please include your Order Number and a clear photograph showing the damage or printing defect.

3. Our Resolution: Once verified, we will fast-track a brand-new replacement to be produced and shipped to you at no extra cost, or issue a full refund if preferred.

4. Non-Customized Items

For the small selection of items in our shop that are not customized (such as standard, non-personalized accent candles or ready-to-ship decor):

• You may return the item within 14 days of delivery for store credit or a refund.

• The item must be unused, in its original packaging, and in the same condition you received it.

• Return shipping costs for non-customized, non-damaged items are the responsibility of the customer.

Questions?

If you have any questions about a specific design or need help with your order details before it goes into production, please reach out to the Flag Lodge Family at support@flaglodge.com. We are always happy to help you find your cozy!