Returns & Refunds

Made especially for you

Every keepsake from The Keepsake Atelier is personalised and made specifically according to the details you provide.

Because your piece is created especially for you, we are unable to accept returns or refunds simply because you have changed your mind, selected the wrong personalisation, or no longer want the item after production has begun.

However, if something isn’t right with your order, please reach out. We want you to receive a keepsake that you can genuinely treasure.

Personalised Orders

Can I return my keepsake if I change my mind?

Generally, no.

Personalised keepsakes are made specifically for you and therefore are not eligible for change-of-mind returns, exchanges or refunds once your order has entered production.

This includes situations where:

You no longer want the item
You selected the wrong design or birthstone
You entered the wrong name or initial
You uploaded the wrong photograph
You changed your mind about the personalisation
You ordered the wrong quantity
The item is different from what you expected based on the product listing

Please carefully review all personalisation details before completing your order.

If you notice an error shortly after placing your order, contact us as soon as possible. If production has not started, we’ll do our best to help.

Damaged on Arrival

What if my keepsake arrives damaged?

We take care when preparing and packaging every order, but unfortunately, parcels can sometimes be damaged during transit.

If your keepsake arrives damaged, please contact us within 3 days of delivery.

To help us assess the issue, please send:

Your order number
Clear photos of the damaged keepsake
Clear photos of the packaging
A photo of the shipping label
A brief description of the damage

Please keep the original packaging until your case has been reviewed, as we may need photographs of it to understand whether the damage occurred during transit.

Once we’ve reviewed the information, we’ll let you know the appropriate next step.

Where the damage is confirmed to be covered under our policy, we may offer a replacement or another appropriate resolution.

Manufacturing Defects

What if my keepsake has a manufacturing defect?

If your keepsake arrives with a genuine manufacturing defect, please contact us within 7 days of delivery.

Examples may include a significant issue with the construction or finish of the item that was present when you received it.

Please provide your order number and clear photographs or videos showing the issue.

We’ll review the problem and, where the issue is confirmed to be a manufacturing defect, we’ll work with you on an appropriate resolution, which may include a replacement.

Please note that minor variations in colour, finish, engraving, stones or other handmade/personalised details may occur and are not necessarily considered defects.

Incorrect Item or Personalisation

What if I received the wrong item?

If we sent you an incorrect item or your keepsake was personalised incorrectly due to an error on our part, please contact us within 3 days of delivery.

Please include:

Your order number
Photos of the item received
Details of what is incorrect

We’ll review the order against the details you submitted and, if the error was made by us, we’ll arrange an appropriate resolution.

What if I entered the wrong personalisation?

Please check your personalisation carefully before placing your order.

If you entered an incorrect name, initial, birthstone or other detail, this is considered a customer-provided personalisation error and is generally not eligible for a refund or free replacement.

However, if you notice the mistake shortly after ordering, please contact us immediately. If your order has not yet entered production, we’ll do our best to help.

How to Report an Issue

If there is a problem with your order, please contact us at:

Hello@thekeepsakeatelier.com

Please include:

Order number:
Name:
Description of the issue:
Photos/videos:

For damaged items, please include clear photographs of both the product and its packaging.

The more information you provide, the quicker we can assess the issue and help you.

Reporting Timeframe

Please contact us within 3 days of your order being delivered if you believe your item has arrived damaged, defective or incorrect.

Issues reported after this period may not be eligible for a replacement, refund or other resolution.

We recommend inspecting your keepsake as soon as you receive it.

Refunds

Because personalised keepsakes are made specifically for you, refunds are generally not available for change-of-mind purchases.

Where a refund is approved due to a covered issue, the refund will be processed using the original payment method.

Please allow 3-5 business days for the refund to appear in your account after it has been processed. Actual processing times may vary depending on your payment provider.