What are you here to create?
Let us help you make memories. Whether it is with our refined event details or our unique custom gifts, we are here to help.
Every Keepsake
Begins Somewhere
Choose what you are here to create and
we will guide you through every step.
CHERISHED MEMORIES
REIMAGINED.
Frequently asked questions
Can I ask questions before placing my order?
Yes, of course! We would love to hear from you. Because many of our products are personalized or intended for special events, we understand that a little clarification can be helpful before ordering.
Keepsake Charm is a small business based in Kentucky, which allows us to work closely with our customers. Our typical response time is within one business day, although we often reply the same day. Please email us at support@KeepsakeCharm.com with any questions.
How do I know which product or ordering option is right for me?
Each product page includes information about the available formats, sizes, materials, and personalization options. If you are unsure which option best fits your event, gift, or source material, contact us before ordering. We will be happy to help you choose.
How does the ordering process work?
The exact process varies by product, but most orders begin by selecting your options and providing the requested personalization details. Custom keepsakes may also require you to upload a photograph, scan, handwritten document, or other source material. Additional instructions will be available on the product page and after checkout.
Where do I submit my personalization details or files?
You can enter your personalization details and upload available files while placing your order. Alternatively, if you feel more comfortable with email, you can email us your source materials at support@KeepsakeCharm.com. We also accept source materials via text message at 859-685-5191 just to ensure that everyone has an easy way to submit the materials they need. We check our email regularly and will send you confirmation upon receipt of your materials. Please include your order number, name, or email address whenever you contact us about an existing order.
What types of files can I submit?
Clear photographs and high-resolution scans usually provide the best starting point, but your files don’t need to be perfect. We accept any file type, and our experienced design team regularly works with blurry photographs, faded handwriting, and damaged originals to carefully restore meaningful details.
If you’re unsure about your source material, please send it our way. We’ll review what you have, explain what’s possible, and help you find the best approach. You’ll receive a design proof to review and approve before we produce your custom item, so you can feel confident in the finished design.
What if I am unsure whether my photo or source material will work?
Please send your files to us for review. Working with older, faded, stained, folded, or imperfect originals is a familiar part of what we do. Our experienced restoration and design team has worked with a wide range of source materials, and we have never had to turn a customer away because of file quality.
If a high-resolution scan is available, it gives us the best starting point. If we need a clearer image or additional information, we’ll contact you before moving forward with your design.
You’ll receive a proof of your custom design to review and approve before production begins, giving you the opportunity to request adjustments and feel confident in the finished design.
Will I receive a proof before my personalized item is made?
Yes, we will send you your proof for your review before production begins. Please check all names, dates, wording, spelling, and design details carefully before approving it.
Can I request changes to my proof?
If your product includes a proof, you may request revisions before approving the design. The number and type of included revisions is unlimited. We are a small business that works one on one with customers until we achieve the perfect result. Changes requested after approval may not be possible or may require an additional fee.
How quickly should I approve my proof?
We recommend reviewing and approving your proof as soon as possible. Production cannot begin until we receive your approval, so a delayed response may affect the estimated delivery date.
Can I make changes after placing my order?
Contact us as soon as possible if you need to make a change. We will do our best to help, but changes cannot be guaranteed once design work, printing, or production has begun.
Can I cancel my order?
Cancellation eligibility depends on the product and how far the order has progressed. Digital products that have already been accessed and personalized products that have entered design or production may not be eligible for cancellation. Please contact us immediately if you need assistance.
How long will my order take?
Processing times vary depending on the product, level of personalization, proofing process, and selected delivery method. The estimated processing time will be listed on our processing page here. We update this page regularly so that customers know how long their order will take based on our current order volume. Shipping time is separate from processing time. Shipping information will also be included on our processing page here. If you are in a rush, please let us know ahead of time and we will do our best to accomodate you if it is possible.
Do you offer rush service?
Rush options may be available for certain products. Availability depends on our current production schedule and the type of item being ordered. Please contact us before ordering if you have a firm deadline.
Can you guarantee delivery by my event date?
We will always work toward the estimated schedule, but carrier delays and other circumstances outside our control can occur. We recommend ordering well in advance of your event and contacting us before purchase if you are working with a specific date.
Do you offer both physical and digital products?
Yes. Some event products are available as professionally printed items and digital downloads. Please read the product title and description carefully to confirm which format you are purchasing. Personalized keepsakes are physical products that are created and shipped to you.
What is the difference between a digital item and a printed item?
A digital item is delivered electronically and does not include a physical product. A printed item is produced and shipped to the delivery address provided at checkout. Printing, paper, and shipping are not included with digital-only purchases unless specifically stated. Our digital items will indicate the format on the product listing page.
Will the colors look exactly the same as they do on my screen?
Colors may vary slightly between screens, printers, paper types, and finished materials. These natural differences are normal and do not necessarily indicate a defect. We do not guarantee perfect color matching. However, the feedback we receive from customers is that our items tend to be very close to the proofs and display images. Accuracy is in our best interest so that we can maintain a good relationship with our customers. Most of our customers make more than one purchase with us.
Are personalized items returnable?
Because personalized products are created specifically for you, they are generally not eligible for return or exchange unless they arrive damaged or there is an error on our part. Please carefully review all submitted information and approve proofs when applicable.