There are no refunds on custom orders even if the error is on the part of this business. I lost out on a new custom shade to replace the current one. Not only is it white instead of cream colored, so that it doesn't match the other colors in my room, but it doesn't fit right. The wires are supposed to be deeper into the shade. Since it wasn't made properly the bulb sticks out the top. If flipped so that the bulb isn't visible I will have the wide end of the shade at the top and the narrow end at the bottom of the lamp. Very unhappy with this "trusted" business.