Refund policy

Our Happiness Promise

Your happiness is the whole point. Because every keepsake is personalized and made to order, we handle returns a little differently than a typical store.

Personalized items
Since each piece is custom-made to your specifications, we're unable to accept returns or refunds for buyer's remorse or for personalization errors once your order is in production. Please double-check your personalization details — spelling of names, dates, and messages — carefully before placing your order.

Damaged or defective items
If your keepsake arrives damaged or with a defect, contact us within 7 days of delivery with a photo of the item and the issue. We'll send a free replacement — no need to ship the original back in most cases.

Proof approval (when available)
For some designs we may email you a digital proof to review before production. If you receive a proof, please check it carefully — once you approve it, or once production begins, we're unable to change the personalization.

Order changes & cancellations
Need to change or cancel your order? Please contact us within 12 hours of placing it. After this window, your order may already be in production and we may no longer be able to make changes or cancel it.

How to reach us
Email support@keepsakehaus.com with your order number and we'll do our best to make it right.