I made three orders with this company.
One order had a missing item, which they promptly replaced.
One order was a custom book and the name was spelled wrong. They promptly replaced this item as well.
I accidentally ordered two of the custom books, and I contacted them as soon as I realized this. They told me they would ask the artist if I could be refunded. They never sent me any other follow-up, but they did cancel the duplicate charge on my bank card. I assumed this meant that I was being refunded, as they left on the charge for the first book order and took off the charge for the second book order.
After I contacted them about the two previous orders above that they messed up, they promptly threw the $100 charge back on my bank card (TWO WEEKS after they had took it off and only charged me for one). Seeing as how I ordered the duplicate book on the EXACT SAME DAY as the first book (so it should have been charged/shipped/received the same day as the first), it's obvious they purposefully charged me an extra $100 after initially deciding to refund it to me.
Perhaps they were frustrated that I pointed out their own errors in my two previous orders? I'll never know, because they (surprise) never answered my inquiry about why they suddenly changed their mind about the duplicate book two weeks later.