Refund policy

Thank you for shopping with Souly Keepsake. Because most of our products are made especially for you, please read our policy carefully before placing an order.

All engraved, photo-printed, or otherwise personalized items are made to order based on the photo, name, or design you provide. Because of this, we are unable to accept returns, exchanges, or refunds for:

This applies unless the item arrives damaged, defective, or significantly different from what you ordered (see “Damaged or Incorrect Items” below).

Because personalized items go into production quickly, you may cancel or change your order within1 hour of purchase. After this window, your item will already be in production and cannot be cancelled or modified.

To cancel or make changes, please contact us immediately at soulykeepsake@gmail.com with your order number.

If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at soulykeepsake@gmail.com with:

We will offer a free replacement or a full refund, depending on the issue.

For any non-personalized items (if applicable), we accept returns within 30 days of delivery, provided the item is unused and in its original packaging. Return shipping costs are covered by us.

If you have any questions about your order or this policy, feel free to reach out to us at soulykeepsake@gmail.com — we’re happy to help.