I ordered the "Personalized Motorcycle Memorial Urn, Name Engraved Motorcycle Cremation Urn, Condolence Gift, Memorial Gift for Motorcyclist/Rider/Men" from their website. My husband passed and was an avid Motorcyclist. I ordered from the options on their website. When I received the "so called Urn" it did not have the Model "A" motorcycle I had chosen from the 6 models they offered. The motorcycle on top of the Urn looked like a child's toy. I immediately sent pictures of what I received and what I had ordered, in an Email as instructed on the website. Customer Service offered 20%, then 30%, then 50% and instructed me to keep the item. I explained it was Not acceptable and that they needed to either send me what I had ordered or Refund me 100%. They then sent an email that said if I returned the item, at my own expense, then "I MIGHT" get a 70% refund. They stated that because it was personally engraved that there would be a 30% restocking fee. The so called Personal Engraving is a Sticker they attached to the Plastic Urn. They said the Quality was not an issue, so I was not entitled to a full refund. Quality was NOT AN ISSUE FOR THEM, but for me DEFINITELY! These are the measurements, per their website:
"Measurements Exterior Dimensions: Width*Height*Depth: 12-3/4* 10*9-1/2INCH, Volume: 220 Cubic INCH"
As you can see, in one of the pictures included, there is a ruler beside what I received and the Bike and Urn are less that 8" in height, Not 10" as they have noted in the measurements. THAT IS ONE QUALITY ISSUE! Another issue is the they indicate it is 12 3/4" wide by 9 1/2" deep. The Urn is a Circle. Then there is the issue of the Model of the Motorcycle not being what they offered and I ordered. From all their emails they instruct me to KEEP THE ITEM. In their last email they say:"We are not in your country, and the shipping cost to return the item is not cheap, so we can refund 50% directly, and you keep the item, which makes the process easier." It makes it easier for them but I wind up with an Urn that I have no use for. I cannot imagine anyone who loves motorcycles wanting to use this Urn and put it on display in their home. It doesn't make it easier for me, not in the least. Easier for me would be for them to follow their online policy and Exchange the item they sent me for the Item I ordered or give me a full Refund and pay the shipping to take this so called Urn back. Or, if they don't want to pay the return shipping cost, instruct me who to donate it to, for them. Also, per their website: "Should you not be totally satisfied with your items we offer 99 day returns and exchanges service to ensure you are left as happy as possible." Please see here for the full list of terms and conditions for our refund and exchange policy.
The following reasons are covered by FULL COVERAGE Return/Exchange Policy:
If paints are chipping, Crystals fall off, Broken chain, etc, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 99 days. (We will only exchange the item(s) for the same product, or for item(s) equal or lesser value.)
If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to Getnamenecklace, or the quality of the products you received is defective, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 15 days. The following reasons are covered by 15 days LIMITED COVERAGE Return/Exchange Policy(Customer is responsible for return postage fees, and replacement postage fees):
If you chose the wrong size bracelet(s)/ring(s), or chain length.
If personal reasons due to changed mind, personal taste, ordering numerous personalized items for the purposes of comparison or sizing, or you do not see the detailed description, etc.
Personalized items are one-of-a-kind, those returns will incur a 30% restocking fee.

So much for "Guaranteed Christmas delivery"
I ordered on 25/11/2017. Order confirmation came through same day with promise of a tracking number soon.
Below is emails.
I sent
2017-12-06 09:09:24, "David Rawnsley", wrote:

Hi there.
I am just wondering if there is any feedback regarding this order?

It has been over a week now and no tracking numbers sent yet.

Regards, David

Reply the same day.
Dear customer,
Thanks for your email

We have checked this order it's already finished and packed in the warehouse

Then will ship out for you immediately and inform you tracking number ASAP

If we can be further service, please feel free to contact us
Best Regards
Aimee

I then received this.
Your purchase is currently en route to you!

Below is Your Shipping Information:

PO Box XXXX, Alice Springs, Northern Territory 0871, AU

The tracking number is LX---------CN. Shipping carrier is e-packet

E-packet will take 15 workdays to reach your destination. (To USA Search form: https://www.usps.com, To AU/FR/UK Search form: http://www.17track.net/en)

E-packet(To CA and other countries) takes about 20-30 workdays of shipping time. (Search from: http://www.17track.net/en/)

4xp carrier will take 15 workdays for delivery (Search from https://www.aftership.com/couriers/4px)

DHL spend 3-5 business days for delivery. (Search from: http://www.dhl.com/en.html)

Please note that tracking data is updated on the shipping website after 48 hours.

DHL eCommerce will take 15 workdays for delivery https://webtrack.dhlglobalmail.com/?locale=en-US

I replied with the following.
From: David <*******@hotmail.com>
Sent: Thursday, 7 December 2017 10:46 AM
To: *******@getnamenecklace.com
Subject: Re: Getnamenecklace Shipping Notification of Order # XXXXXX

Hi there.

I bought because the advert said "Christmas delivery guaranteed" and AU was included on the list (plus it advised on my email confirmation)

15 work days means I wont have the item before Christmas.

I placed my order on 25/11/2017 and only being shipped today?
All postal services close at end of day Friday 22/12/2017 for Christmas.

What happens if you don't fulfill your Guarantee? Aside from me having a very upset wife.

Then this.
2017-12-08 10:19 GMT+08:00 David <*******@hotmail.com>:
Will I get a reply to this question?

I received this.
Dear Customer,

Thank you for your email

Yes, you will receive this before Christmas

Regards
Teddy

I sent this last Thursday (day before Posy Office shuts for Christmas)

2017-12-21 12:03 GMT+08:00 David <*******@hotmail.com>:
Looks like my Guaranteed Christmas delivery isn't going to happen.
Item has not had any shipping updates since 9th December, has not even hit customs in Australia yet.

I then get this on Christmas day.
Getnamenecklace <*******@getnamenecklace.com>
Reply|
Mon 25/12,12:32 PM
You
Dear Customer

Thank you for your email

We are very sorry for the long time waiting

It close to the holiday season, and the shipping is getting busy, some parcels will be delayed for few days

Please check here for update of your order
http://www.17track.net/en/track?nums=LX---------CN&fc=0

2017-12-22 13:31 GRANVILLE NSW, Processed through Australia Post facility
2017-12-21 21:16 SYDNEY NSW, Arrived at facility in destination country

Please contact us after you get the parcel we are willing to refund 20% as our apology for delay.

Sorry again for the waiting time.

Best Regards
Teddy

Whats the point of a Christmas gift if its going to be delivered after Christmas?