FAQ

Got a question? We have tried to answer them all here, but if you can’t find what you are looking for our super friendly Customer Service team is happy to help.

Customer Support is available Monday through Friday, 8:30 am - 5:30 pm, ET at customercare@coton-colors.com.

What methods of payment do you accept?

We accept all major credit cards - Visa, MasterCard, American Express, Discover and Coton Colors by Laura Johnson and Happy Everything! by Laura Johnson Gift Cards. PayPal is also offered for accelerated checkout.

Return Policy

Do you want to return your order? We are here to help make this an effortless experience. Review our return policy here.

Can I make changes to my order after I've submitted it?

Our shipping team works hard to get your order shipped as quickly as possible. If your order is not in processing or awaiting shipment, we will try to make changes for you. Please email customer service at customercare@coton-colors.com, and we will be happy to assist you.

Can I cancel my order?

  • Our shipping team works hard to get your order shipped as quickly as possible. If your order is not in processing or awaiting shipment, we will try to cancel the order for you. Please contact customer service at customercare@coton-colors.com, and we will be happy to assist you.
  • Orders for personalized items cannot be canceled, exchanged, or returned except due to defect.
  • If your order is already being processed, or has already shipped, please see the return policy above to return the order.

Personalized Items

What is the correct way to pluralize names for personalization?

  • Traditional pluralization of names does not include an apostrophe.
    Correct Example: Carters or The Carters
    Incorrect Example: Carter’s or The Carter’s
  • When the last name ends in s, es, ch, sh, x, or z, an “es” is traditionally added.
    Examples: Lewises or The Lewises, Foxes or The Foxes, Alvarezes or The Alvarezes
  • Plural personalization may also be achieved through the addition of “The” {family name} “Family”
    Example: The Lewis Family
  • Coton Colors is not responsible for personalization misspellings. Please, check your personalization to ensure your message is spelled correctly.

How do I care for personalized items?

  • Vinyl Transfer Technique: Food safe. Knives should not be used to avoid scratching the personalization. Hand wash with mild detergent and a soft cloth.
  • Hand Drawn Technique:
    • Paint Pen: Not dishwasher or food safe. Avoid rubbing the application area. Hand wash with water only.
    • Bake Pen: Food and dishwasher safe, though hand washing is recommended. Temperature extremes and abrasives should be avoided. Hand wash with mild detergent and a soft cloth.
  • Heat Press Technique: Washable on cold wash setting. Air dry is preferred, but linens can be tumble dried on a low heat setting. Ironing on the reverse side of the personalization application site is recommended.

Which paint pen application will be applied using the Hand Drawn Technique?

  • Paint Pen: Will be used on all products that are made or assembled with materials that are heat sensitive. (ie: ribbon, wood)
  • Bake Paint Pen: Will be used on all products that are not heat sensitive as the item will be baked at low temperature to provide more permanency.

How do your artists determine where to place personalization on my chosen item?

Name placement is determined to emphasize the artistic nature of the product's design. Our artists will match the example image the best they can, but they will use discretion when hand-personalizing and may vary slightly to ensure the product looks its very best.

My promotion code/gift card isn't working. What do I need to do?

Please contact our Customer Service team at customercare@coton-colors.com, and they will be happy to assist you and continue your order process.

How do I sign up for a Coton Colors account?

Sign up for a Coton Colors account here.

When will my order ship?

Our shipping team works hard to get your order shipped as quickly as possible. Orders will be processed and shipped within 3-5 business days of receipt, and up to 10 days during heavier shipping times. For more information, please view our Shipping Methods.

Please allow up to two weeks for delivery of personalized items. Please note, these items may ship separately from other items in your order. Express shipping is not available.



PRE-ORDERING:

Occasionally, items are available for pre-order. The item will have a button that says "Pre Order Now." Simply order the item by adding it to your cart like any other item.

  • When will I be charged for the item? You will be charged for the item at check out.
  • When will my order ship? Any in stock items will ship within 3 to 5 business days. The pre order item will ship as soon as it is available (See anticipated ship date on pre order item page)
  • Will I be charged for shipping twice? No, there will be no additional shipping charges.
  • How will express shipping requests be handled?
    • If you purchased in stock and pre sell items, the in stock items will ship via the requested express service and the presell item will ship ground unless otherwise requested in the order notes. If express is requested for both shipments, additional shipping charges will apply.
    • If you purchased only presell items, the items will be shipped via the requested express service as soon as they are available.
  • Once pre-orders are placed, edits cannot be made. If edits are needed, you will need to cancel and place your order again.

How much does shipping my order cost?

View our entire Shipping Methods & Cost Page for more information.

Where else can I see Coton Colors?

Use the Store Locator to find a Coton Colors retailer near you. Stop in, say hey! You will love our retailers.

I'm interested in becoming a retailer! What do I need to do?

If you are interested in becoming a Coton Colors retailer, visit our Wholesale Inquires page for more information.