Refund policy

Return and Refund Policy

Last updated: May 9, 2026

Thank you for shopping with DearKeepsake. We want every gift to arrive as expected and feel meaningful from the moment it is opened.

DearKeepsake products are made to order. Because each item is prepared specifically after purchase, all sales are final except where a return, refund, repair, or replacement is required by applicable law or approved under this policy.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or materially different from what you ordered, please contact us within 30 days of delivery at:

dearkeepsakeinfo@proton.me

Please include:

Your order number
The email address used at checkout
Clear photos or video of the item
Clear photos of the packaging
A short description of the issue

If your claim is approved, we may offer one of the following, at our discretion and as permitted by law:

Replacement
Repair
Store credit
Refund to the original payment method

Non-returnable situations

Because our products are made to order, we generally cannot accept returns or issue refunds for:

Change of mind or buyer’s remorse
Ordering the wrong item, finish, box option, or product variant
Incorrect or incomplete shipping address entered by the customer
Delivery delays caused by carriers, customs, weather, holidays, or events outside our control
Normal differences in color, screen display, packaging, product photography, or made-to-order production
Damage caused by misuse, wear, improper care, or third-party handling after delivery
Requests made more than 30 days after delivery, unless applicable law requires otherwise

Cancellations and order changes

If you need to cancel or change an order, contact us as soon as possible at:

dearkeepsakeinfo@proton.me

We cannot guarantee cancellation, address changes, product changes, finish changes, box changes, or message-card changes after an order has entered production, packing, or shipment.

Unauthorized returns

Please do not send items back without written authorization from us.

Unauthorized returns may not be accepted, processed, or refunded. If a return is approved, we will provide return instructions by email.

Refund processing

Approved refunds are issued to the original payment method when possible. Your bank, card issuer, or payment provider may take additional time to post the credit to your account.

Lost or delayed packages

If your tracking shows that a package was delivered but you did not receive it, please contact the carrier first and then contact us. We will review the situation and help where reasonably possible.

We are not responsible for packages lost due to incorrect or incomplete addresses provided at checkout.