FAQs

Frequently Asked Questions (FAQ)

Below are answers to some of the most common questions about shopping at Keepsake Lane. If you don’t find what you’re looking for, feel free to contact us at info@keepsakelane.store.

🛍️ Ordering

Q: Are your products personalized?
Yes. Most of our products are made to order and personalized based on the details you provide at checkout.

Q: Can I change or cancel my order after placing it?
Because our items are printed on demand, orders cannot be changed or canceled once they have entered production. Please double-check all details before completing your purchase.

🎨 Customization

Q: What if I make a mistake in personalization details?
Customers are responsible for providing accurate personalization details. We are unable to offer replacements or refunds for errors caused by incorrect information submitted by the customer.

Q: Will I see a proof before my order is made?

Yes. When you add your personalization details using the “Add Personalized Design” option, you’ll see a live preview of your ornament reflecting the information you’ve entered. This preview helps you review names, photos, and text before placing your order. 

Please make sure all details are correct, as the design shown in the preview is what will be sent for production. If you’ve added any special instructions in the order notes, our team will review them before finalizing your design.

🚚 Shipping

Q: Where do you ship?
We currently ship only within the United States.

Q: How long does shipping take?
Production typically takes 1-2 business days, followed by an estimated 2-5 business days for delivery within the U.S.

Q: Will I receive tracking information?
Yes. Once your order ships, a tracking number will be sent to your email.

🔄 Returns & Refunds

Q: Do you accept returns or exchanges?
Due to the custom nature of our products, we do not accept returns or exchanges for wrong size, color, or design selections.

Q: What if my item arrives damaged or defective?
If your item arrives damaged or has a manufacturing defect, please contact us within 21 days of delivery with clear photos. We will offer a free replacement or a refund.

Q: Do I need to return damaged items?
No. There is no need to return damaged or defective products.

📦 Address Issues

Q: What happens if I enter the wrong shipping address?
If an order is returned or lost due to an incorrect or incomplete address provided by the customer, a refund of the production cost only will be issued. Shipping fees are non-refundable.

💳 Payments

Q: What payment methods do you accept?
We accept major credit and debit cards and other secure payment options available at checkout through Shopify.

Q: When will I be charged?
Your payment is processed immediately after your order is placed.

📩 Contact & Support

Q: How can I contact Keepsake Lane?
You can reach us anytime at info@keepsakelane.store. We respond within 24–48 business hours, Monday through Friday.

If you still have questions, don’t hesitate to reach out — we’re happy to help.

— Keepsake Lane Support Team