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Custom Order Terms and Conditions

Made-to-Order products alteration options & return policy

By consenting to the terms and conditions you hereby understand that the items you are ordering are hand made, made to order items that are created in our warehouse specifically for your order. These items take time to create, and are typically completed between 2-4 weeks after your order is placed. Once your order is placed we do not allow alterations to sizing, material or images, nor do we permit refunds to be given in the event that these terms were overlooked and blindly agreed to. If you receive a custom/made to order item from us that is incorrect you may contact our support team with your order number in the subject line and they will be happy to assist you in an exchange for the correct items originally ordered. We do not allow refunds due to impatience or in the event of unforeseen circumstances, e.g., “my boyfriend and I broke up and I don’t need these anymore,” “I didn’t know they’d take two weeks to create,” “I need the money to pay bills,” “my mom won’t let me have this product anymore,” and so on. 


Products or goods that does not fit properly but fits the specifications you ordered cannot be returned or exchanged. As our products or goods is Made-to-Order, In this case, you can make minor adjustments, at your own cost. 

Cancellation Policy

We understand that ordering a item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our products and some accessories (including billiards table, gym equipmrnt, outdoor equipment & more) are made-to-order, whether you ordered a standard design or custom designs, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind.

Please refer to our cancellation and return policies below for details.

  • Orders cancelled within 24 hours of payment confirmation, will be eligible for a full refund.

  • Orders cancelled more than 24 hours after payment confirmation, will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

  • Once your order has been shipped, it can no longer be cancelled.


If you would like to cancel your order, please Login to My Orders to proceed.


When you receive an email entitled "Payment Confirmation for Order#_____ with",your payment has been confirmed.

Custom-Made Return Policy
Custom-Made Product Return Policy

Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the products or goods has been made to according to your request or custom requests that you specified. 

1- Defective, Damaged or Mis-shipped Items:

If we shipped you an item in the wrong color: You are eligible for a full refund after Customer Service confirms you received the wrong color. Perceived color differences due to the display settings of your computer monitor are not grounds for a refund.


If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it. Blue Shell Egypt will then ship you a new item immediately.

2- Color Mismatch:

The settings of your computer screen may alter the color of the pictures shown on Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.

3- Overdue Orders:

If your made-to-order items cannot be shipped by the original time stated, Customer Service will provide the following options: 

1. If you decide to keep items that are overdue less than 10 days, additional promotional Rewards of 10% of the delayed items’ price will be provided. 
2. For the items that are overdue more than 10 days, 30% promotional Rewards of the delayed items’ price will be provided. 
3. If you no longer wish to receive the overdue items, you can cancel the overdue order and receive a full refund at any time before shipment.

On Shipment Of Items

Some products made in our facility take longer than others and upon completion will ship immediately. Do not be surprised if you receive your items from your order individually. If you have any concerns about the whereabouts of your unfulfilled times on your order than feel free to contact us via email. 

Return Process

Blue Shell has a very easy system that allows you to track all of your purchases and will allow you to request a return if you have any problems with your order.

* Please Contact Customer Service within 7 days after you receive your order.

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