Your questions, answered.

Yes. For orders made from your own drawing, we send you a design preview after you order. Tell us if something doesn’t match your idea. We only start production after you approve the design.

The design preview is your chance to review the shape and personalized details before production. It is a digital reference, not a photo of the finished item. Screen colors, lighting and the finished material can look different. If a detail matters to you, raise it before you approve.

Choose your product options, then follow that product’s photo, drawing or text instructions. Use a clear image with the details you want us to see, and double-check names and spelling before adding the item to your cart. Only provide the information your selected product asks for.

Contact us as soon as possible with your order number and the change you need. We’ll check the order’s current stage and explain what can still be changed. For drawing-based orders, raise design changes before you approve production.

Materials and finishes vary across our crystal, relief and 3D-printed products. Check the Specifications on the product you’re considering for its material and finish. If you need a specific property or finish, ask us before ordering.

Use the dimensions and size options on the individual product page. Compare those measurements with the space where you plan to put it; photos alone can make scale hard to judge. If you’re unsure about a size, send us the product name and your question.

Allow approximately 10–16 calendar days from your order to delivery for all destinations we currently ship to: 1–3 days for design and modeling, 2–3 days for production, and 7–10 days for shipping. Weekends are included.

These are estimates, not guaranteed arrival dates. For orders requiring design approval, the estimate assumes prompt approval; revisions or delayed approval may move the delivery dates. Customs or carrier delays may also affect arrival.

Have a gift deadline? Check with us before ordering.

We currently ship to addresses in the United States. Standard U.S. shipping is free, with no minimum purchase. See our shipping policy for details.

Open Track order to view your order. If you can’t find an update or have a delivery concern, message us with your order number so we can help.

Yes. Return your 3D HEIRLOOM product for a full refund, including personalized pieces. Contact us with your order number for return instructions. We verify your order and returned item before issuing the refund. You must buy and attach the return label and pay the return postage. We do not reimburse these costs.

You arrange and pay for return shipping. Contact us for the correct return address and instructions, then purchase a shipping label and attach it securely to your parcel. We do not provide prepaid labels or reimburse return postage. Keep your shipping receipt and tracking details.

We match the order number and payment record, confirm receipt of the returned item, and check that it is the item from your order. We also check for a refund already issued for the same amount. These checks help prevent incorrect or duplicate refunds.

We may decline a request where evidence shows falsified purchase records, a substituted return item, or a claim for money already refunded. Genuine dissatisfaction is covered by our return and refund guarantee; it is not evidence of misuse.

For damage or a mistake in your piece, send us your order number and clear photos so we can arrange a replacement or refund. If your parcel is delayed or missing, contact us. We’ll investigate with the carrier and, when appropriate, arrange a replacement or refund.

The payment methods available for your order are shown at checkout. Choose from the options displayed there and complete payment through the checkout page. Never send us your full card number or security code in a message.

If checkout says your card doesn’t support the purchase, try another card or another payment option shown at checkout, or contact your card issuer. If you’re unsure whether an order went through, contact us before trying again. Share the error message, not your card details.

Message our team on WhatsApp before or after your purchase. Include your order number so we can locate your order. You can also use Track order to check your order.

3D HEIRLOOM is operated by WISHNEST CREATIONS LIMITED in Hong Kong, business registration number 81254464. You can read our business information or contact our team directly.