Last updated: September 16, 2026
We want you to be happy with what arrives. This page explains how returns and refunds work.
Please read this before you order
Because personalized keepsakes are made specifically for you, they are treated differently from standard items. Please check your pet’s name, dates, wording and photo carefully before you order — see the Personalization Policy.
Damaged, defective or incorrect items
If your keepsake arrives damaged, or it was not made to the details you confirmed, that is our responsibility to put right. Please contact us or email 77453406@qq.com as soon as you notice the problem, and within 7 days of delivery, with your order number and a photo of the item and its packaging. We will arrange a replacement or a refund, and where a return is needed we will cover the cost of returning the item.
Change of mind on standard items
If you have changed your mind about a non-personalized item, you may return it within 30 days of delivery. To be accepted, the item must be unused, in the condition you received it, and in its original packaging with any tags or seals intact.
Items that cannot be returned
- Personalized items, because they were made to your details and cannot be resold
- Items that have been used, damaged or altered after delivery
- Items sent back without contacting us first
How to start a return
Please contact us or email 77453406@qq.com before sending anything back. Tell us your order number, which item you would like to return, and the reason. We will confirm the return address and the next steps with you. Items sent back without a confirmed return cannot be processed.
Refunds
Once we receive and check a returned item, we issue the refund to your original payment method. We do this within 5 business days of approving the return. Your bank or card issuer may then take a further 5 to 10 business days to post the refund to your account, which is outside our control.
Return shipping
- If the item was damaged, defective or not what you ordered, we cover return shipping
- If you changed your mind, you pay for return shipping. Please use a tracked service, because we cannot refund an item that is lost on its way back to us
Where to send a return
A returns address is not published on this page. Once you contact us we will give you the correct return address for your order. Where a mailing address is legally required for a payment or tax purpose, it is supplied privately through the relevant service rather than posted on a public page.
Questions
If anything here is unclear, please contact us or email 77453406@qq.com before placing your order and we will walk you through it.
