General FAQs
Where are you located?
Jillian Ray is based in Greeley, Co.
How can I contact you?
You can reach me anytime at jillianraydesigns@gmail.com or through the Contact Us page on the website. I try my best to respond within 1–2 business days.
Do you offer local pickup?
Yes, I do! If you’re local to Greeley, Co., select Local Pickup at checkout. Once your order is ready, you’ll receive an email or text with pickup instructions and location details.
Do you take large orders?
Yes, if you are interested in a large order please feel free to reach out to us at jillianraydesigns@gmail.com or through the Contact Us page on the website. I try my best to respond within 1–2 business days.
Shipping FAQs
How long does it take to process my order?
Processing time is usually 3–7 business days for regular orders and 7–14 business days for large orders. Each product is made with care, so I appreciate your patience!
How much is shipping?
Shipping costs are calculated at checkout based on your location and the size/weight of your order.
Do you offer free shipping?
I offer free shipping on orders $75+! I occasionally offer free shipping promotions on all orders! Be sure to sign up for my email list or follow me on social media to catch them.
Do you ship internationally?
Not at this time — currently, I only ship within the United States. However, I do plan on expanding my shipping in the future!
What if my package is lost or damaged?
Please contact me right away at jillianraydesigns@gmail.com or through the Contact Us page on the website if your order arrives damaged or seems lost in transit. I’ll work with you and the carrier to make things right.
Custom Order FAQs
How do I order a custom item?
I have customizable products located in each of my product collections that allow you to make some limited customizations! However, if you are looking for something specific that I do not have, I do have a Custom Collection page where you can create anything your heart desires! Please order it exactly as you want it to look! Reach out to me at jillianraydesigns@gmail.com or through the Contact Us page on the website for any questions!
How long do custom orders take?
Custom orders usually take 1–2 weeks to complete, depending on the size of the project. You’ll receive updates throughout the process!
Can I see a proof before it’s made?
Yes! I’ll send a digital mockup or design preview for your approval before finalizing your custom piece.
Do you accept returns or exchanges on custom items?
Every custom order at Jillian Ray is made just for you — designed, crafted, and packaged with care. Because each item is personalized, I’m unable to offer returns or refunds once production has started unless there’s a mistake on my end.
Please make sure all names, dates, and design details are correct before placing your order. If you need a small adjustment, reach out as soon as possible at jillianraydesigns@gmail.com, and I’ll do my best to help before your order goes into production.
Thank you for understanding that handmade, custom work takes time, heart, and attention to detail — your trust means everything!
Return/Exchange FAQs
What is your return policy?
We accept returns for non-custom items within 14 days of delivery. Items must be unused, unwashed, and in the same condition you received them, with tags and original packaging. Custom and personalized items are not eligible for return unless they arrive damaged or defective.
How do I start a return?
Please email jillianraydesigns@gmail.com or use the Contact Us page on the website. Include your order number and a short note about the issue. If your return is accepted, I’ll send you return instructions and the address to send your package. Please note that items sent back without approval won’t be accepted.
What if my order arrives damaged or incorrect?
Oh no! Please email me at jillianraydesigns@gmail.com or use the Contact Us page on the website within 7 days of delivery with photos and your order number so I can make it right as quickly as possible.
Do you offer exchanges?
Yes — for non-custom items only. The quickest way to exchange is to return your original item (once accepted) and place a new order for the item you’d like instead.
How long do refunds take?
Once your return is received and approved, your refund will be processed to your original payment method within 10 business days. (Banks and card providers may take a little extra time to post it.)