Terms, Shipping & Guarantees

Last updated: August 24, 2026

Every keepsake we make is custom work for one family. These terms are written in plain language so you know exactly what to expect.

How ordering works

You submit a photo and your personalization details through the order form. Nothing is charged at this step.
We review your photo by hand, usually within 24 hours, and email you the exact total including shipping.
If you're happy, you pay through the secure PayPal link in that email. After paying, confirm your payment in the "Already paid?" section of our site so we can verify it by hand and start crafting without delay.
We craft, inspect, pack and ship your keepsake, and share tracking by email.

Prices and currency

Prices are shown in US dollars (USD). The keepsake set is $119 plus shipping, which we confirm personally before any payment — there are no surprise charges at any point.

Shipping times

Crafting: 3–5 business days after payment.
International shipping: typically 7–15 business days, tracked.
Total: most keepsakes arrive within 2–3 weeks of ordering.

These are honest estimates, not guarantees — customs can occasionally hold a package longer than anyone would like. If you need a keepsake by a specific date, contact us before ordering and we'll tell you honestly whether it's possible.

Customs and import duties

Import duties or taxes may apply in some countries (for example the UK and EU) and are the recipient's responsibility. If you're unsure what applies to your country, ask us when we confirm your total — we'd rather you know beforehand.

Damaged on arrival: our replacement promise

If your keepsake arrives damaged, send us a photo of it within 14 days of delivery and we will craft and ship a free replacement. You don't need to return the broken piece unless we ask. Crystal shouldn't arrive broken — if it does, that's our packing problem to fix.

Cancellations and refunds

Before payment: cancel anytime, no cost and no questions asked.
If we decline your photo: you haven't paid yet, so there's nothing to refund.
After payment but before production starts: full refund on request.
After production starts: because each piece is custom-made for one order, we can't resell it, so we can't refund — but the replacement promise above still covers any transit damage.

Photo suitability

We'll always be honest about whether a photo will carve beautifully. If we don't believe yours will produce a result worth displaying, we'll tell you before any payment and suggest alternatives. We may decline photos we can't work with rather than take payment for something we wouldn't hang in our own homes.

Contact

The fastest way to reach us is replying to your order confirmation email, or writing to support@[our domain].