Refund policy

Cancellations, Refunds, and Replacements

Pressed Flower Frames

  • Non-Refundable Deposits: Deposits for pressed flower frames are non-refundable.
    • Order can be cancelled up to flower drop off 
  • Payment Required Prior Flower Drop off: Half of the balance is due at flower drop off. 
  • Remaining Balance Due at Completion: Remaining balance is due at frame completion. This includes any upgrades, taxes, add on options.
  • Final sale item

Personalized Keepsakes

  • Cancellations: Orders may be canceled within 24 hours of purchase for a full refund. After this period, all sales are final.
  • Non-Refundable Deposits: Deposits for custom orders are non-refundable.
  • Returns & Exchanges:
    • Due to the custom nature of our products, all sales are final unless an error is made by Keepsake Journey.
    • We DO NOT send mock ups for approval unless the 'Mock up approval listing' added to the order or those terms were agreed upon by both parties prior to purchase. 
      • Personalized items cannot be returned or exchanged
  • Final sale item

Non-Personalized Keepsakes

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

  • Returns accepted for 30 days
  • No restocking fee

  • Customer provides and handles return shipping cost

To start a return, you can contact us at info@keepsakejourney.com.

Please note that returns will need to be sent to the following address given after email. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Your return will be minus return shipping costs. 

You can always contact us for any return question at info@keepsakejourney.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  • Keepsake Journey is not responsible for shipping delays, lost packages, or damages caused by the carrier.
    • We will not refund based on carrier delays for any special occasion 
      • Occasions include but are not limited to: Christmas, Birthday, Religious Occasion, Funeral or Mother/Father's Day
  • If a product arrives damaged due to shipping, customers must report it within 48 hours with photos including all packaging. Do no throw out any packaging. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as pressed flower frames, special orders, corporate gifts, or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days minus shipping cost. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@keepsakejourney.com.