Refund policy

60-Day Quality Guarantee

We want your personalized keepsake to arrive as ordered and in good condition. Personalized and made-to-order items are final sale for change-of-mind returns or exchanges, but they are protected by our 60-Day Quality Guarantee.

Damaged, Defective, Incorrect, or Misprinted Items

If your item arrives damaged, defective, incorrect, or with a personalization error caused by us, email support@timelessadorns.com within 60 days of delivery.

Please include:

Your name and order number.
A description of the issue.
Clear photos showing the issue.

We will review your request and, if approved, provide a replacement, refund, or another appropriate resolution at no cost.

Please do not return an item before contacting us. If a return is necessary for an approved quality claim, we will provide instructions and cover the required return shipping.

Change-of-Mind Returns and Exchanges

Personalized, custom, and made-to-order items cannot be returned or exchanged because of a change of mind or personal preference.

Please review your selected options, uploaded photos, spelling, names, dates, and any available personalization preview before ordering. Customer-submitted personalization errors are not covered by our quality guarantee unless we produced the item differently from the submitted order.

Woven products may have slight differences in color and fine detail compared with a digital preview because of the weaving process. This does not exclude actual defects, misprints, or incorrect items from our guarantee.

Order Cancellations or Changes

Please contact us immediately if you need to cancel or correct an order. Orders may enter production quickly, and cancellation or changes cannot be guaranteed once production has begun.

Approved Refunds

If a refund is approved, we will confirm the amount and notify you when it has been issued. Refunds are returned to the original payment method where supported. The time needed for funds to appear depends on your bank or payment provider.

Lost or Delivered-but-Not-Received Packages

If tracking shows “Delivered” but you cannot locate your package, check with household members, neighbors, and your local carrier, then contact us with your order number.

We will investigate the delivery information and work with you on the next appropriate step. If a package is confirmed lost in transit, we will arrange a replacement or another appropriate resolution.