Returns & Cancellations

What to expect if you need to make a change to your order or have a concern after it arrives.

OUR POLICIES

Return Policy

Because Keepsake Charm items are made to order and many include personalized details, submitted handwriting, handprints, artwork, or custom design work, we do not accept returns or exchanges. Please review all product details, personalization information, and proof approvals carefully before your order enters production.

If your order arrives damaged, defective, or differs from the approved proof or order details, please contact us promptly so we can review the issue and help determine the appropriate next steps.

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Cancellation Policy

We accept cancellation requests as long as design work has not begun on your order. To request a cancellation, please contact us as soon as possible with your order number.

For personalized and custom items, an order can be canceled only before we begin preparing your design, restoring submitted handwriting or artwork, or creating a proof. Once this work has started, the order can no longer be canceled.


For standard, non-personalized items, cancellations are considered based on the order’s production status. If the item has not yet entered production, we can cancel the order. Once production has begun, we are unable to cancel it.

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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.
What is the difference between proofing, processing, and shipping?

Proofing covers preparing your custom design and getting your approval. Processing is the time needed to make and prepare your item. Shipping is the time your package spends in transit after it leaves us. Allow time for all applicable stages when planning your order.
Will my order require a proof?

Personalized, custom, handwriting, and handprint items require proof approval before production. Standard items with ready-made designs go straight into processing without a proof.
When does the proofing timeline begin?


We need your order and all required personalization details or source files before we can prepare your design. Missing information may delay your proof.
Why do handwriting and handprint items need design preparation?

Our team carefully isolates and restores your original handwriting or prints while preserving their unique character. We then compose the design and create a mockup for you to review.
Will requesting changes to my proof affect my timeline?

Revisions may add time to the proofing stage. Production begins after you approve the final design, so reviewing your proof promptly helps keep your order moving.
When does processing begin?

For items requiring a proof, processing begins after approval. Standard items enter processing after purchase, subject to our business-day cutoff.
How does the 11 a.m. cutoff work?

Orders placed before 11 a.m. Eastern Time on a business day begin counting that day. Orders placed after the cutoff or on a non-business day begin counting the next business day. Items requiring a proof must still receive approval before production begins.
Does the processing estimate include shipping?

No. Processing and shipping are separate. Add the shipping estimate to the processing time, along with proofing time if your order requires a design proof.
How are shipping estimates calculated?

Our estimates reflect the shipping method we use and the average delivery times we’ve been seeing for recent orders. Actual transit times may vary by destination and carrier conditions.
Are delivery dates guaranteed?

The times shown are estimates, not guaranteed arrival dates. Weather, holidays, carrier volume, and other delays can affect delivery.
Do turnaround times change throughout the year?

Yes. Turnaround times may vary with order volume and seasonal demand. Check this page for current estimates before placing your order.
What if I need my order by a specific date?

Contact us before purchasing with your event date, the items you need, and your quantities. We can help you assess whether the current timeline allows enough time.
Will choosing faster shipping shorten production time?

If a faster shipping option is available, it only affects transit time. It does not shorten design preparation, proof approval, or production.
Who should I contact with questions about my order’s timing?

Email support@KeepsakeCharm.com with your order number and any important deadline so we can assist you.