Refund policy

Refund & Return Policy
Last updated: March 31, 2026

At Bestie Keepsake, we want you to feel confident shopping with us. If you have any issue with your order, please contact us at support@bestiekeepsake.com and we will do our best to help.

Order Cancellation

Orders may be canceled for a full refund within 12 hours of purchase, provided the order has not yet been shipped.

If your order has already been processed or shipped, it can no longer be canceled.

Returns

We accept return requests for eligible non-personalized items within 30 days of delivery.

To be eligible for a return, the item must:

be unused and unworn
be in its original condition
be returned in the original packaging where possible

Please do not send any item back without contacting us first. Return instructions and the correct return address will only be provided after your request has been reviewed and approved.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

personalized items
custom engraved items
custom letter items
items made to order
any item showing signs of wear, use, or damage caused after delivery

For personalized or custom products, returns are not accepted for non-quality-related reasons.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@bestiekeepsake.com.

To help us resolve the issue quickly, please include:

your order number
clear photos of the item
photos of the packaging
a short description of the issue
Video evidence may also be requested when necessary.

After review, we may offer a replacement, partial refund, full refund, or another appropriate solution depending on the situation.

Return Shipping Costs

For approved returns of non-personalized items, the customer is responsible for return shipping costs unless the return is due to our error or a product defect.

Original shipping charges are non-refundable.

Exchanges

We do not offer direct exchanges. If you need a different item, please contact us first and we will advise you on the best next step.

Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to post the refund.

Lost Packages

If your package appears to be lost, please first contact the shipping carrier and then contact us at support@bestiekeepsake.com. We will do our best to assist, but we cannot guarantee compensation in all cases.

Wrong Address

Customers are responsible for providing an accurate shipping address at checkout. If an incorrect address is entered and the order has already been processed or shipped, we may be unable to make changes, and any resulting loss or extra cost may be the customer’s responsibility.