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Refund policy

* All customized product made specifically for you is final sale, non-returnable and non-refundable. 

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1 Damages and/or Defects

Please inspect your order as soon as you receive it. If the item is damaged or if you received the wrong item, contact us within 10 days. To address your concern, please include the following: 

  • Your order number
  • A detailed description of the issue
  • Photos of the product that clearly show the extent of the damage
  • Photos of the outer packaging from all sides, including the shipping label 

Once your claim is received and analyzed, additional information may be requested. If your claim is approved by the Bespokeepsake team, you will be eligible for a free reorder.

 

Exchange Policy

All customized products made specifically for you are final sale, and we do not accept exchanges for these items.

 

Lost or Stolen Packages

Bespokeepsake is not responsible for any issues that arise with packages after they have been shipped, as these circumstances are beyond our control. We are not responsible for any lost or stolen packages if package protection is not purchased.

We strongly recommend adding Package Protection at checkout. This optional coverage safeguards against potential loss, theft, or damage during transit, providing you with peace of mind.

 

a) Lost or Stolen Packages - **Without Package Protection:** Bespokeepsake is not liable for packages that are lost or stolen. Check with family members, neighbors, or building management (if applicable), and contact the carrier directly to file a claim. In this case, we will not offer refund for lost or stolen packages.

b) Lost or Stolen Packages - **With Package Protection:** If you opted for Package Protection on your order, please contact us with your order number, and we will assist you in initiating a replacement. 

US packages are only considered lost after 10 days without any tracking updates.

International packages are only considered lost after 30 days without any tracking updates.  

 

Refunds

Due to the unique and personalized nature of our products, all items are considered final sale and are generally non-returnable and non-refundable.

 

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