Refund policy

Last updated: September 19, 2026

Returns & Refunds

Eligible Non-Personalized Items

You may request a return for an eligible non-personalized item within 14 days of delivery. To qualify, the item must be unused, unworn, undamaged, and returned in its original condition and packaging.

Return eligibility can vary by product and fulfillment partner. Please contact us before sending anything back so we can confirm eligibility and provide the correct return instructions.

Personalized & Custom-Made Items

Personalized, engraved, made-to-order, or customer-specific products are created using the information you provide and are therefore generally not eligible for return or exchange for change of mind.

This includes, where applicable, products customized with names, initials, dates, messages, photos, coordinates, birthstones, birth flowers, symbols, or other customer-selected details.

Personalized items remain eligible for assistance if they arrive damaged, defective, materially different from what was ordered, or contain a production error that was not caused by the personalization details submitted by the customer.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us as soon as possible, preferably within 7 days of delivery, at liorakeepsake@gmail.com. Please include your order number and clear photos of the item, packaging, and any visible issue so we can review the claim with the fulfillment partner.

When a claim is approved, we may offer a replacement, refund, or another appropriate resolution depending on the circumstances.

Customer Personalization Errors

Please check all names, dates, initials, photos, spelling, symbols, and other personalization details carefully before placing your order. We cannot normally refund or replace a correctly produced personalized item when the error originated in the information submitted by the customer.

Return Authorization

Do not return an item to the address printed on the parcel or directly to a supplier without contacting us first. Returns sent without authorization, or to an incorrect address, may not be accepted or refunded.

Once a return is approved, we will provide the applicable return instructions and return address.

Return Shipping Costs

For approved change-of-mind returns of eligible non-personalized items, return shipping costs are generally the customer’s responsibility. If the return is due to a confirmed damaged, defective, or incorrect item, we will provide an appropriate resolution in accordance with the approved claim.

Refunds

After an approved return is received and inspected, any refund due will be issued to the original payment method. Original shipping charges are generally non-refundable unless the return results from our error, a defective or incorrect item, or applicable law requires otherwise.

Bank or payment-provider processing times may affect how quickly the refund appears in your account after it has been issued.

Cancellations

If you need to cancel an order, contact us immediately at liorakeepsake@gmail.com. We will make a reasonable effort to cancel the order before fulfillment or production begins, but cancellation is not guaranteed once processing has started. Personalized products may enter production soon after an order is placed.

Non-Returnable Items

Unless required by applicable law, the following are not eligible for change-of-mind returns: personalized or custom-made products, items marked final sale, gift cards, and products that have been worn, used, altered, or damaged after delivery.

Your Legal Rights

This policy does not limit any mandatory consumer rights that apply under the laws of your country or region.

Need Help?

For shipping, return, refund, or order questions, contact us at liorakeepsake@gmail.com. Please include your order number whenever possible so we can assist you more quickly.