Refund policy
At Southern Pickens, we take great care in creating, selecting, packaging, and shipping every order. Because many of our products are handmade, personalized, made to order, or specialty retail products, all sales are final unless an item arrives damaged or there is an error with your order.
Please review product descriptions, photos, sizes, colors, and personalization information carefully before placing your order.
Returns & Exchanges
Southern Pickens does not accept returns or exchanges for change of mind, incorrect size or color selection, or other customer preference.
Many of our products are handmade, personalized, made to order, or specialty items that cannot always be restocked or resold.
If you have a question about a product before ordering, please contact us. We're happy to help you choose the right item, paint color, size, or product for your project.
Personalized & Hand-Painted Items
Please carefully review all personalization information before submitting your order.
Names, dates, wording, colors, and other requested details will be created according to the information provided with your order.
Southern Pickens is not responsible for errors in personalization when the information provided by the customer was incorrect.
Because each piece is painted by hand, slight variations in brushstrokes, distressing, color, placement, wood surface, and other handmade details are normal and are not considered defects.
These small differences are part of what makes each Southern Pickens piece unique.
Damaged Items
If your order arrives damaged, please contact Southern Pickens within 3 days of delivery at southernpickensruston@gmail.com.
Please include:
- Your order number
- Clear photos of the damaged item
- Photos of the exterior shipping box or package
- A photo of the shipping label
- Photos of the interior packaging and packing materials
Please keep the damaged item and all original packaging and packing materials until we confirm they are no longer needed. This documentation may be required for a shipping insurance claim or carrier inspection.
Paint, Coffee & Other Eligible Products
If paint, coffee, or another eligible product arrives damaged during transit, please contact us with the information listed above.
Southern Pickens can assist with the shipping claim and, when applicable, arrange for a replacement.
Please do not discard the damaged product or packaging while the claim is being reviewed.
Hand-Painted Door Hangers
Damage claims involving hand-painted door hangers may need to be filed directly with the shipping carrier.
Carriers—particularly USPS—may require the recipient to present the damaged door hanger, original shipping box, shipping label, and all packing materials for physical inspection before approving a claim.
If your door hanger arrives damaged, please contact Southern Pickens before discarding anything. We will provide any available order, shipment, receipt, or insurance documentation needed to assist with the carrier's claim process.
Incorrect or Missing Items
If you receive an incorrect item or believe something is missing from your shipment, please contact us within 3 days of delivery so we can review your order.
Please remember that products within the same order may ship separately, so an item that appears to be missing may still be on its way in another package.
If an error was made by Southern Pickens, we'll work with you to make it right.
Cancellations & Order Changes
Because handmade and personalized orders may enter production shortly after an order is placed, cancellations or changes are not guaranteed once an order has been submitted.
If you need to request a change or cancellation, please contact us as soon as possible. If work has not begun or the order has not entered fulfillment, we will do our best to accommodate your request.
Once a personalized or made-to-order item has entered production, it cannot be canceled or changed.
Refunds & Replacements for Approved Issues
When a damaged, defective, or incorrect item qualifies for resolution, Southern Pickens will determine the appropriate remedy based on the circumstances.
Depending on the item and situation, this may include a:
- Replacement
- Refund
- Other appropriate resolution
Any approved refund will be issued to the original payment method. Processing times for the refund to appear may vary depending on your bank or payment provider.
Shipping charges are generally non-refundable unless the refund results from an error by Southern Pickens or otherwise required by applicable law.
Separate Shipments
Orders containing hand-painted items, Dixie Belle Paint, Sweet Pickins Milk Paint, Barnyard Coffee, or other specialty products may be fulfilled and shipped separately.
As a result, you may receive multiple packages, tracking numbers, and delivery dates for a single order.
Please see our Shipping Policy for complete processing, shipping, damage, and local pickup information.
Questions About Your Order
If you have a question or concern about your order, please contact:
Southern Pickens
southernpickensruston@gmail.com
Please include your order number whenever possible so we can assist you more quickly.
Thank you for supporting Southern Pickens and our small business. We truly appreciate every order and the opportunity to create, curate, and provide products for your home and creative projects.