Bought Custom Necklace Charm - Wrong Size

[Alkraas]

I bought a custom made necklace charm from a seller on Etsy. I created a necklace reference sheet and gave them instructions. I told them that the necklace should be atleast 5cm long in the PMs. I was told to order through a custom earring widget. I mentioned the 5cm again in the order instructions.

 

Today I got the necklace and it's not the size I wanted. I put my (around) 5cm charm next to the one I ordered. I contacted them right after I unpacked the necklace because I was rather disappointed, but they don't know how to resolve the issue. I'd need advice on this...

 

 

 

 

[Eden]

Hey @Alkraas!  I didn't receive a response from you, so I went ahead and cleaned up your post now that I have a spare moment.  Also going to boost it on Twitter.

From a business perspective they really need to make you a new one, or you can accept a partial refund if you like the end product enough to keep it.

[theodor]

Ask for a new charm. It would count as 'item not as described', and you mentioned the size more than once.
Also, you should check that the longest side is not 5cm. A lot of odd shaped designs can look smaller, or be long, or whatnot.