FAQs and Store Policies

A. SKETCH & CUSTOMER CONTACT

Every topper comes with ONE free sketch prior to me starting the creation process. You are allowed to make changes to your SKETCH after you receive it; however, I will charge extra if too many changes are made. I will send the sketch ONCE, even if changes are requested. So if you want the sketch to be correct, make sure you fill-in the form correctly. Be on the lookout for the sketch in the ORIGINAL form of contact (FB, Email, IG) 1-2 weeks prior to your ship date that I mentioned in our conversation. I will most likely NOT contact you until I start on the sketch. You MUST approve the sketch before I can start and changes cannot be made after approval or it may be subjected to a charge. If you do not respond to my message within 3 days after I send it, I cannot start and may result in a delay in your topper by shifting to my current queue time (usually 3 months later). Shifts in queue due to the postponement of customer's lack of response will be subjected to a $20 charge. This charge is due to the fact that the customer has accepted the original queue date thus making me unable to accept other orders AND I will be forced to accept 1 less order due to the customer taking up another spot in a further date. 

I will be sending you photos of the finished topper BEFORE I ship out and you will have 3 days to approve before I ship it out (even if you do not respond to my message). Once approved, a coat with a slight gloss will be applied to seal it and changes cannot be made to the topper afterward.
Please note that the coloring of each computer monitor / cell phone screen will vary slightly so the color of the sketch may vary. For example, skin tones might look too yellow or light. Please refer to my previous works on my website gallery for a better reference.

B. FILLING OUT THE FORM

I cannot stress enough that you must read ALL instructions CAREFULLY and make sure that the form is filled correctly. Add all the details in prior conversations onto the formal form since I will be referring to the formal form only. I will NOT reread our conversation chain, so include all of your add-ons and details in the correct sections (Bride, Groom, Pets & Children, Add-ons). All info that is not on this form will automatically get disregarded and an extra charge may incur. I will not refund any items that you requested in the original conversation but decided not to add them any longer. So please reread the original conversation chain in order to make sure that you are not forgetting anything and fill-out this form correctly.

Customers are responsible for reading all instructions and making sure the information is correct. I reserve the right to not accept an order if the customer is not willing to cooperate

C. BALANCE

A balance will be sent to you if there are any changes made to the original quote or if you decide to do any add-ons that haven't been already purchased. Add-ons, upgrades, and items that have prices next to it will cost extra if you haven't already purchased it. Any items/requests what were not made in the original conversation might also incur a balance, please ask me before adding anything specific just in case I cannot make it. I will not start on any topper until the balance has been completely paid off.

D. TOPPER STATUS

Due to the huge volume of messages and orders received daily, I will not be able to answer inquiries as to the status of your order as that will only delay my ability to process orders timely. So please be patient and know I have not forgotten your order, but I am busy editing and creating orders, etc. I am the only one working on the topper during the entire process so please understand that it does take time and I do not enjoy rushing the process. Be aware of your own queue time by referring to our previous conversations or checking your status here

E. MESSAGING ME

FB is the fastest way to reach me. https://www.messenger.com/t/jessichucreations  

I do not have a set hour of working, but be aware that I'm located in California, USA. I normally start responding to messages after 1 pm Pacific Time. If you do not receive a response from me within 48 hrs, please try reaching me again, sometimes, my phone notifications are wacky. I occasionally do not respond on the weekends. 
Any messages from now on, please try messaging me using the ORIGINAL conversation chain, especially emails. Please do not start a new email, otherwise, it's hard for me to refer back to previous details.

F. LAST NOTE

I take great pride in my work and it takes a vast amount of time for each one. Therefore, I reserve the right to refuse or cancel any orders to those who are not respectful and have demonstrated antagonistic, tumultuous or impolite behavior at any point during the process. I have found in the past that it's difficult to work with people I find offending. So it's now a part of my policy that orders will not be processed for those individuals I find that aren't a good fit/match. It's important to me that it's a pleasant process for all involved. I cannot / will not replicate toppers made by another competitor so please do not send me photos of their work. If you like their design more than mine, please be respectful to both parties and order from the original creator. Once an order has been canceled it cannot be reinstated.

All toppers are non-refundable once they are shipped. If you would like to cancel your topper order they are subjected to the following refund percentage:
♥ 95% refund within 7 days of purchase
♥ 85% refund within 1 month of purchase
♥ 75% refund after sketch is received but prior to starting
♥ No refund will be given after I start working on the topper.

Rush Fees are 100% non-refundable under any circumstances. This is due to the loss of business arising from turning away other bookings and resources that have already been invested in your order.

Every cake topper will be different. Typically it takes me 1-2 weeks to create one after your turn in the queue. The queue wait time is typically 3-4 months and you should plan to order before the queue time to avoid additional charges. I try my very best to ship it out the month before your wedding. Please contact me to see the time frame for your topper. Processing time in the listing will not be accurate. Only the time agreed in our conversation will have correct timing.

All of our toppers are custom made, so you can choose whatever characters you want. I will send you a form to gather all of your information and send you a sketch when I start on your topper for approval. I cannot / will not replicate toppers made by another competitor so please do not send me photos of their work. If you like their design more than mine, please be respectful to both parties and order from the original creator.

Basically, you can personalize almost any parts of the topper. I will send you a form after you order to gather all your information. For more complicated changes, just ask me and I'll let you know if it's do-able. 

Height: Approximately 3.5-4 inches tall

Weight: 7-9 oz

Base size: 3x4.5" rectangular base or 4.5" circular base (FLAT wooden platform)

Base is painted with food safe gloss

If the top layer of your cake is 4" or smaller, please let me know. I can send the topper without the base.

First of all, THANK YOU! ♥ 

Make sure you fill out my questionnaire after you purchase so I can know exactly what you want for your topper. Please add all the details you told me about in our conversation onto the form since I will be referring to that only. 

I'll send you a sketch of the topper 1-2 weeks prior to when I start on the topper.

As of right now, I only accept international orders that are willing to use USPS or UPS. I will not refund your orders if they are lost and will not pay for reshipments. I strongly do not recommend USPS International First Class since it takes the longest, has no insurance, and overall the company is pretty rough with handling. Unfortunately, I cannot control how long customs will take and which package they will check. If it gets stuck in customs, it can take up to 45 days to pass. Please do not hold me accountable if shipping time exceeds your expectations. Buyers are responsible for tracking their own packages and contacting USPS or UPS for any issues after I ship including claiming for insurance. Buyers are also responsible for any customs and import taxes that may apply. 

If you would like to purchase your own shipping label for UPS or USPS and send me the PDF, you are more than welcome to do so; however, I charge $5 for packaging costs. If you would like an estimated cost, you may go on USPS or UPS website and test it out with the following info: original address 91723, CA, USA; estimated weight 1 lb; Package size 6x6x6"). UPS international can range anywhere from $50-200. 

If you choose USPS, they will transfer your package to your local post office. If you choose UPS international, please note that their customs fee will range $50 more than USPS. 

First of all, I would always recommend UPS over USPS for shipping within the US. Since UPS is slightly more reliable. However, it is really up to you on which method is more reliable for your area.

I recommend all my customers to select "Signature Confirmation" for their shipping method. Please make sure that someone is able to receive the package the day it is delivered. If the package is stolen, I will not be able to remake it. You would need to claim it with the postal service you selected. I have no control over delays at customs or the post office. Buyers are responsible for tracking their own packages and contacting USPS or UPS for any issues after I ship including claiming for insurance. International orders can range anywhere from $30-100. I strongly do not recommend USPS International First Class since it takes the longest, has no insurance, and overall the company is pretty rough with handling. All shipping methods comes with $100 insurance, except for USPS First Class Shipping.

Shipping days does not include weekends or US holidays and also does not include the time it takes to clear customs.

US Domestic Time Frame (Business Days) UPS: 3-7 days; USPS/ UPS Priority: 2-3 days

In some cases and due to different decal designs, temperature, humidity, dirty or dusty surface area, textured surfaces, specific paints, glossy, low VOC or free VOC, and unclean hands or tools may cause some difficulties with the installation, peeling, or applying your decal(s). 

All our decals are machine cut from high quality, self-adhesive removable residue-free Oracal 631 vinyl series. Permanent decal is made with Oracal 651 and is stickier than 631. Oracal Vinyl is an extremely high quality material and in my opinion the best material on the market. 

Every decal order comes with instructions and our business card can be used as an applicator

Please note: For freshly painted walls please allow up to 45 days for the paint to cure.

Read full instructions here.

1. Clean surface/ wall with a lint free cloth. Remove dirt, lint, dust, and fingerprints. Decide where to place your decal.

2. Place frosted transfer side facing down (& grid side up) on a flat surface. Slowly peel away wax paper backing. Decal should remain on frosted transfer sheet.

3. Carefully align and place decal on surface. Decal will stick as soon as it touches down!

4. Work from the center out. Apply pressure with squeegee or credit card (or our business card!). Slide firmly across surface to remove bubbles.

5. Slowly and carefully peel away transfer tape. Make sure decal remains behind. Be careful not to peel too fast and ripping your decal.

Take your time on small pieces. If part of the the decal remains stuck to transfer tape just press that part back down and rub harder with the card or your finger.

Decals are removable but are usually not reusable. In most cases, you can just peel off the decals from most surfaces. For easier removal, use a credit card to scrap it off (such as laptops). 

I love making new designs. Just send me your ideas and I'll create something just for you. Font/ size / silhouette changes are also considered as a custom design. Custom design fee will apply. After I design the decal, I will send you a proof for your approval. You can make up to 3 changes on the design. 

Email us at jessichucreations@gmail.com

or message me on Facebook.

All of the colors that I have available are on the color chart in the product listings. If you do not see a color in the options just let me know the color you want in the "Special Instructions" area in your shopping cart. 

If you do not see the color that you want at all, let me know and I can order it for you. Additional charges may apply.

Contact me within: 14 days of delivery
Ship items back to me within: 30 days of delivery
Items must not be used or damage. For decals, only 10% of the OVERALL order can be used. For example, you tried to attach a partial decal (or 1 decal out of 10) and found out it was not suitable for your surface. 
All returns may be subjected to 20% restocking fee. To complete your return, we require a receipt or proof of purchase.

You will receive an email confirmation when your return is processed. Please note you are responsible for shipping costs to return an item and will not be refunded the original shipping amount for the order.

I accept cancellations within 12 hours of your order. Otherwise, there is a 5% charge for cancellations prior to items being shipped. If the item is already shipped, then refer to the above paragraph.
Please contact me if you have any problems with your order.

Exchanges (if applicable)
I only replace items if they are defective or damaged due it being my fault. Exchanges cannot be made on international orders. 

The following items can't be returned or exchanged
Because of the nature of these items, I can't accept returns for:
♥ Wedding Cake Toppers
♥ Custom or personalized orders
♥ Mirror Decals
♥ Digital downloads
♥ Items on sale
♥ Gift cards
♥ Any item that is returned more than 30 days after delivery

Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Shipping
To return your product, you should mail your product to: 750 Terrado Plaza 104A; Covina, California, US 91723

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee that I will receive your returned item, so please track your own packages.

All packages that have been sent back to me due to being undeliverable, wrong address, lack of VAT payments are subjected to a partial refund. Undamaged items will be charged a 20% Restocking fee and standard shipping cost will be deducted from your refund amount to cover our original shipping. This policy is non-negotiable. If you would like to reship the package, then the reshipping fee must be paid. Please note that the reshipping fee and the initial shipping fee may vary depending on the delivery address and method. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Jessichu Creations does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Only "Priority" shipping is insured for lost and damaged packages and refunds will not be given for uninsured packages. If you do not select "priority" shipping for your shipping method, then you are agreeing to these terms.

For most items (not wedding stationery or wedding cake toppers), it takes up to 3 days to make and ship your order, not including weekends.

We ship USPS First-Class or Priority from the United States

First-Class shipping in the US takes 5-7 days. 

I have no control over delays at the post office. Buyers are responsible for tracking their own packages and contacting the postal service for any issues after I ship. I will try my best to help though. 

Only "Priority" shipping is insured for lost and damaged packages and refunds will not be given for uninsured packages. If you do not select "priority" shipping for your shipping method, then you are agreeing to these terms.

Yes! We ship USPS 1st Class International. Please note though that shipping rates may differ depending on your country.

International shipping takes up to 20 business days depending on the country. Importing laws and customs will change depending on your country. Buyers are responsible for any customs and import taxes that may apply. 

Unfortunately, I cannot control how long customs will take and which package they will check. If it gets stuck in customs, it can take up to 45 days to pass. Please do not hold me accountable if shipping time exceeds your expectations. 

Lost international packages will only be refunded after 45 days and the postal service confirmed it was lost. Shipping cost will not be refunded and a 5% transaction fee will be automatically deducted. If you are worried about lost packages, then please purchase a shipping method with insurance (USPS Priority or above). This statement does not apply to Wedding Cake Toppers, please refer to the previous statement for cake toppers. 

You can track in real time your order once it has been shipped. The tracking number can be found in the order confirmation email you have received, or in your personal account.

Unfortunately, while I put extra care in our packaging, that can happen. If that's the case, please contact me directly to my email jessichucreations@gmail.com and make sure you include your order number. I will be happy to help you resolve your issues.

By creating an account, not only will you receive exclusive offers, but it will make your experience faster too! For instance, once you have an account, we will not ask you your address anymore. I hate spam just as much as you. So don't worry, I will only send you important deals that I think you don't want to miss out on!

That's really unfortunate... but I've got you covered! Simply open the login page, and click on "Forgot password". The system will automatically send you an email to re-init your password.