Can personalized items be returned?

Most stores make them final sale, because they cannot be resold. Say so before the order, not after, and keep an exception for mistakes on your side.

How do customers add engraving text on a Shopify store?

Usually through a text field on the product page that saves to the order line. Point shoppers to it, so the text arrives with the order instead of in a separate email.

Will Aide quote a price for a custom design?

Aide answers from your standard personalization options. For one-off designs it says a teammate will price them and passes the conversation on.

Personalized order reply template

Yes to engraving, with the fine print up front.

Say what you can personalize, what it costs and how long it adds, and that personalized items are final sale.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A personalization reply covers four things: what can be customised, the price, the extra production time, and the return rule. Requests beyond your standard options go to a person who can quote them.

The templates

Fills in from Shopify, with a fallbackYours to fill in

ChatStandard personalization

Yes, we can personalize products with engraving / a monogram for price. Add it in the personalization box on the product page. Personalized items take 5 business days longer to ship and cannot be returned, so check the spelling before you order.

EmailOne-off custom request

Subject: Your custom product request

Hi customer.first_name, Thanks for the idea. A custom product is outside our standard options, so name on our team will look at what you described and reply with a price and a timeline within 2 business days. To help them, could you send size, colour, any artwork or reference photos?

Internal noteFor the team

Custom request beyond our standard personalization. Quote the price and lead time, confirm the design in writing, and note on the order that it is final sale.

When to use

A shopper asks about engraving, a monogram or another custom touch on a product. Not when they want gift wrap or a gift message.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask for something customYour personalization topic is detected: engraving, monograms, initials.

Outside your optionsOptional: a second procedure that hands one-off designs to the person who prices them.

Example conversation

Customer

Can you engrave initials on the large mug? It is a wedding gift.

Aide

Yes, we can personalize the large mug with up to 3 engraved initials for $8. Add them in the personalization box on the product page. Personalized items take 5 business days longer to ship and cannot be returned, so check the spelling before you order.

Customer

Lovely, I will add them now.

✓Personalization terms quoted from your product page

Frequently asked questions

: Most stores make them final sale, because they cannot be resold. Say so before the order, not after, and keep an exception for mistakes on your side.
: Usually through a text field on the product page that saves to the order line. Point shoppers to it, so the text arrives with the order instead of in a separate email.
: Aide answers from your standard personalization options. For one-off designs it says a teammate will price them and passes the conversation on.

Bulk or corporate orderLarge orders for gifts or staff, routed to a person.Chat · Email · Internal note Gift wrap and gift messageGift wrap, gift notes and prices left off.Chat · Internal note Return policyAnswer what your return policy is.Chat

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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