Frequently Asked Questions / FAQs
Find answers to your questions below. If something is not covered, please use our contact form.
Product Questions
How can I view the photo inside?
See our photo-viewing guide.
Care Instructions
Jewellery is water-resistant; remove it before swimming or showering.
Shipping & Processing Times
How long does processing take?
- Photo products: 3–6 days
- Birth flowers & name necklaces: 6–9 days
- Engravings: 5–7 days
- Non-personalized products: 2 days
How long does shipping take?
The estimates below include processing and shipping.
Canada
- Photo products: 8–14 business days
- Birth flowers & name necklaces: 12–20 business days
- Engravings: 9–16 business days
- Non-personalized products: 8–9 business days
Where is my order?
Tracking may pause during the first few days. After dispatch, use our tracking page. If it has not updated for 4–5 days, contact us.
The package could not be delivered. What should I do?
Contact us promptly and verify the complete delivery address.
Tracking says delivered, but I cannot find my package. What should I do?
- Check with neighbours.
- Check the building entrance or lobby.
- Check the mailbox.
If it is still missing, contact us and confirm the delivery address again.
Returns & Refunds
How can I cancel an order?
Use our contact form to request cancellation.
IMPORTANT:
Personalized products cannot be cancelled after production begins. Do not return an order without instructions. If cancellation is possible, we will provide the return address.
How can I modify an order?
Send the requested change through our contact form as soon as possible. Changes are possible only before production begins.
How can I return a received order?
Personalized products are non-returnable. For eligible non-personalized returns, contact us first.
Who pays the return shipping?
The customer covers return shipping for eligible returns.
Complaints
My item is defective. How do I report it?
Use our contact form, describe the damage briefly, and attach clear photos.
I received the wrong item. How do I report it?
Use our contact form with complete details and photos of the incorrect item.
An item is missing or the gift packaging was empty. What should I do?
Use our contact form with complete details and a photo of the empty packaging.
My product has the wrong photo or personalization. What should I do?
Use our contact form with complete details and a photo showing the incorrect personalization.
Question not answered?
If your question is not covered above, please use our contact form.
Contact Form