Refund policy

Our Heart-to-Heart Return Policy

At Vellvette Moon Keepsakes, we know these items hold special meaning for you. Because our keepsakes are custom-made and personalized just for your family, we are unable to offer traditional returns or refunds once an item has been created.

The "Make It Right" Promise

Even though custom items are non-refundable, your happiness is our priority. If you aren't completely satisfied with your order—whether there’s a quality issue or it just didn’t meet your expectations—we want to make it right. Please reach out to us at hello@vmkeepsakes.com within 14 days of receiving your order. Please include photos of the item that you are unhappy with. We’ll work with you one-on-one to find a solution, whether that’s a replacement, a partial credit, or a design tweak.

Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and fix it for you right away.

Non-Returnable Items

• Customized/Personalized Products: Items made with your specific photos or text.

• Sale Items & Gift Cards: These are final sale.

How to Start a Conversation

To discuss an order you aren't happy with, just email us at hello@vmkeepsakes.com. Please include your order number and a photo of the item so we can help you as quickly as possible.

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.