Return and Refund Policy

Last updated: October 2026

At Crafty Keepsake, many of our products are personalized or made to order specifically for you. Because of this, our return and refund policy differs from that of standard retail products.

Please review the policy below before placing your order.

Personalized and Made-to-Order Items

Personalized, customized, and made-to-order products are created specifically according to the information provided at checkout.

For this reason, we generally do not accept returns, exchanges, or refunds for personalized items due to change of mind, including situations where:

• You selected the wrong size, color, style, or product option
• You entered an incorrect name, date, message, or personalization
• You changed your mind after the order entered production
• You no longer want the product after it has been produced or delivered

Please carefully review all personalization details before submitting your order.

Damaged, Defective, or Incorrect Items

If your item arrives:

• Damaged
• Defective
• Incorrect
• With a printing or production error
• Significantly different from what you ordered

please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please provide:

• Your order number
• A clear description of the problem
• Photos of the item
• Photos of the packaging if the package was damaged during delivery

Once we review your request, we may offer a replacement, reprint, partial refund, or full refund, depending on the situation.

You do not need to return a damaged or defective personalized item unless we specifically ask you to do so.

Non-Personalized Items

For eligible non-personalized products, you may request a return within 30 days of receiving your order.

To qualify for a return, the item must be:

• Unused and unworn
• In the same condition in which it was received
• In its original packaging when applicable
• Accompanied by proof of purchase

Please contact us before returning any product. Items returned without prior authorization may not be accepted.

Customer Personalization Errors

Customers are responsible for reviewing all personalization information before completing checkout.

Crafty Keepsake cannot provide a free replacement or refund when the finished product correctly reflects the information submitted by the customer, including spelling errors, incorrect names, dates, photos, or other personalization details.

If you notice an error after ordering, contact us immediately. We will try to help if production has not yet started, but changes cannot be guaranteed.

Order Changes and Cancellations

Because personalized orders may enter production shortly after purchase, please contact us as quickly as possible if you need to make a change or cancellation.

Once an order has entered production, we may not be able to change or cancel it.

Please see our Cancellation & Modification Policy for additional information.

Lost or Missing Packages

If your tracking information shows no movement for an extended period or your package appears to be lost, please contact us.

We will review the tracking information and work with the shipping carrier or production partner when appropriate.

If a package is confirmed lost, we may offer a replacement or refund depending on the circumstances.

We are not responsible for delivery issues caused by incorrect or incomplete addresses entered by the customer.

Exchanges

Because most of our products are personalized or made to order, we generally do not offer direct exchanges.

If there is a manufacturing defect or we sent the wrong item, please contact us so we can arrange an appropriate replacement.

Refunds

If your refund is approved, it will be issued to your original payment method.

Please allow time for your bank, card issuer, or payment provider to process and post the refund.

Processing times may vary depending on your financial institution.

Shipping charges may not be refundable unless the refund results from an error on our part or where required by applicable law.

Sale Items and Gift Cards

Gift cards are non-refundable except where required by law.

Personalized products purchased during a promotion or sale remain subject to the personalized-product terms described above.

Consumer Rights

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

Where local consumer protection laws provide additional rights, those rights will continue to apply.

Contact Us

If you have questions about a return, refund, damaged product, or replacement, please contact us at:

Crafty Keepsake
Website: craftykeepsake.com