Refund policy

Refund and Return Policy

Last Updated: August 6, 2026

Thank you for shopping with Ever Gentle Keepsakes. Because many of our products are personalized, customized, or made specifically for each customer, different return rules apply to customized and non-customized products.

Please review this policy carefully before placing your order.

1. Customized and Personalized Products

Customized, personalized, engraved, printed, made-to-order, or otherwise specially produced products are generally not eligible for return, exchange, or refund due to:

  • A change of mind;

  • Incorrect personalization information submitted by the customer;

  • Incorrect spelling, names, dates, photographs, messages, colors, sizes, or other customization details provided by the customer;

  • A customer’s failure to review the product description, size information, customization instructions, or order details;

  • Minor differences in color, placement, texture, appearance, or dimensions that are normal for handmade or customized products.

Once production has started, a customized order generally cannot be canceled or changed.

This restriction does not apply when the product arrives damaged, defective, materially different from the approved customization, or incorrect due to an error made by Ever Gentle Keepsakes.

2. Non-Customized Products

For eligible non-customized products, you may request a return within 30 days after delivery.

To qualify for a return, the product must be:

  • Unused, unworn, and unwashed;

  • In its original condition;

  • In its original packaging when reasonably possible;

  • Accompanied by the order number or other proof of purchase.

Returns sent without prior authorization may not be accepted.

To request a return, contact:

support@evergentlekeepsakes.shop

Please include your order number, the product involved, and the reason for your request.

3. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If your product arrives damaged, defective, incorrect, or materially different from the customization you submitted, contact us within 7 days after delivery at:

support@evergentlekeepsakes.shop

Please provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the product;

  • Photographs of the packaging and shipping label when the item was damaged during transportation.

After reviewing the information, we may offer, as appropriate:

  • A replacement;

  • A corrected product;

  • A partial refund;

  • A full refund;

  • Another reasonable resolution agreed upon with you.

Please do not discard a damaged product or its packaging until we have completed our review.

4. Customer-Supplied Information and Images

Customers are responsible for checking all personalization information before submitting an order.

Ever Gentle Keepsakes is not responsible for errors contained in customer-submitted information, including spelling errors, incorrect dates, low-resolution photographs, cropped images, incorrect addresses, or incomplete customization instructions.

We may contact you if submitted information appears incomplete or unusable. Production and delivery may be delayed until the required information is received.

5. Order Cancellations and Changes

You may request a cancellation or change by contacting us as soon as possible after placing your order.

Cancellation or modification requests are not guaranteed.

If production has not started, we may approve the cancellation or change. If production, printing, engraving, design preparation, or fulfillment has already started, the order may no longer be canceled or modified.

Approved refunds for canceled orders will be returned to the original payment method.

6. Return Shipping Costs

For approved returns involving a damaged, defective, or incorrect product caused by us, Ever Gentle Keepsakes will provide instructions regarding return shipping or replacement.

For eligible non-customized returns made because of a customer preference or change of mind, the customer is responsible for return shipping costs unless otherwise required by law.

Original shipping fees are generally non-refundable unless:

  • We sent an incorrect product;

  • The product was damaged or defective;

  • The order was not shipped;

  • A refund of shipping charges is required by applicable law.

We recommend using a trackable shipping service. We are not responsible for return packages lost before reaching the approved return address.

7. Refund Processing

After an approved return is received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method. Processing times depend on your bank, card issuer, payment provider, and Shopify payment processing systems.

Shipping charges, expedited delivery fees, gift wrapping fees, and other service fees may not be refundable unless the refund results from an error by Ever Gentle Keepsakes or applicable law requires otherwise.

8. Refused, Unclaimed, or Undeliverable Packages

Orders returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or another customer-related delivery issue may be subject to additional shipping charges.

Customized products returned as undeliverable are not automatically eligible for a refund.

Customers must contact us to arrange reshipment. Reshipment fees may apply.

9. Lost Packages

If tracking shows that a package has not been delivered within the expected delivery period, contact us so we can review the shipment with the carrier.

If tracking shows “delivered” but you cannot locate the package, please:

  1. Check the delivery location and surrounding area;

  2. Ask household members, neighbors, building management, or reception staff;

  3. Confirm the shipping address on your order;

  4. Contact the shipping carrier;

  5. Contact us at support@evergentlekeepsakes.shop.

A replacement or refund is not guaranteed when carrier tracking confirms delivery to the address provided by the customer, but we will assist with reasonable investigation.

10. Non-Returnable Items

Unless damaged, defective, incorrect, or otherwise required by law, the following items are not returnable:

  • Customized or personalized products;

  • Made-to-order products;

  • Gift cards;

  • Digital products or downloadable files after delivery or access;

  • Products marked as final sale;

  • Products damaged through misuse, improper handling, modification, or normal wear;

  • Products returned outside the applicable return period.

11. Chargebacks

Please contact us before filing a chargeback so that we have an opportunity to investigate and resolve the issue.

Submitting false, misleading, or fraudulent chargeback information may result in the order information being provided to the payment processor, card issuer, carrier, fraud prevention provider, or applicable authorities.

Nothing in this section limits any lawful payment-dispute rights available to a customer.

12. Consumer Rights

Nothing in this policy excludes or limits any non-waivable rights or remedies available under applicable federal, state, or local consumer protection laws.

13. Contact Us

For questions regarding returns, replacements, cancellations, or refunds, contact:

Ever Gentle Keepsakes
Email: support@evergentlekeepsakes.shop
Website: evergentlekeepsakes.shop