If you have an issue with an in-progress project, would like to return an item, get a refund, or cancel a project, we recommend that you send your maker a message directly. Makers pride themselves on a high level of customer service and are usually quick to resolve issues or clarify their policies.
In cases where you are having difficulty reaching an agreement with your maker, CustomMade facilitates communication through the Dispute Resolution Process. For support with project issues, you will need to file a formal dispute by filling out the Dispute Resolution Form. Support is only provided for transactions conducted through the CustomMade platform.
Please keep in mind that CustomMade is a marketplace for introducing and facilitating agreements between makers and customers. CustomMade is not a direct transaction participant and makes no representations over the reliability, capability, honesty, qualifications, or other characteristics of any Maker or any User’s statements, including their ability or inability to deliver a high-quality product on time and to the specifications of the Proposal Agreement.