Personalization Policy – Liyueo Pet Memorials

Last updated: September 16, 2026

This page explains how personalization works for our keepsakes, what we need from you, and what to expect once an order is placed.

What counts as personalized

An item is personalized when it is made to include details you provide, such as a pet’s name, memorial dates, a short message, a chosen font or colour, or a photo. Because the item is made for you, it cannot be resold or passed to another customer, which is why personalized items are handled differently from standard items.

What we need from you

Your pet’s name, spelled exactly as you would like it to appear
Pet type, where it is relevant to the design
Memorial dates, if you would like them included
A short message or phrase, if you would like one included
A photo, for photo keepsakes
Font or colour preferences, where the design offers a choice
Any special instructions we should know about

How to send us your details

Add your personalization details in the Order notes field when you check out — that keeps them attached to your order. For anything longer, or to send a photo, place your order and then contact us or email 77453406@qq.com with your order number. If you would rather talk it through before ordering, get in touch and we will help you set it up. If you are not sure what to write, please ask us rather than guess.

Where to email your photos

Photo keepsakes need a photograph that will reproduce well, and photos are often too large to attach to an order. Email them to 77453406@qq.com with your order number in the subject line. A good print file is sharp, well lit and at least 1000 pixels on its longest edge; if yours is smaller than that, send it anyway and we will tell you honestly how it will look before we start work.

Photos you send us

Please only send a photo that you own or have permission to use. Do not send photographs taken by a professional photographer, images found on a website or marketplace, or images from a social media account you have no rights to use. By sending us a photo you confirm that you have the right to have it reproduced on the item you ordered. We may need to crop or adjust a photo to fit the design, and we will tell you if that changes how it will look.

Spelling, wording and dates

You are responsible for checking that names, dates and wording are correct and spelled the way you want them. We reproduce the details you send us exactly. If something looks as though it may be a typing error, we will ask you before we begin.

Review before production

If anything you send us is unclear or looks like a typing error, we will contact you before starting work. For photo keepsakes we will confirm the layout with you before production begins, because a photo keepsake cannot be corrected once it has been made.

Changes and cancellations

Personalized items go into production quickly, so changes and cancellations are only possible if you reach us before production has started. Please contact us as soon as possible if something needs to change, and we will tell you whether we can still make the change.

Personalized items and returns

Personalized items cannot be returned because you changed your mind, and this is explained on our Returns & Refunds page. If a personalized item arrives damaged, or was made differently from the details you confirmed, that is treated as our error rather than a change of mind, and we will put it right.

How we handle the details you send

Your details and photos are used to produce your order, to contact you about it, and to resolve any problem with it. They are not used for advertising and are not published. See our Privacy Policy for how long we keep information and how to ask us to delete it.