EXCHANGE & REFUND POLICY

We’re thrilled that you’ve chosen our personalized products for your unique needs! We take great care in crafting each item to make it truly special.
Since many of our products are customized specifically for your order, we have a detailed exchange and refund policy. 

Please review the following:

1. Custom Products and Exchanges:

As our products are made-to-order and personalized based on your specifications (e.g., custom engravings, colors, or design choices), we generally do not offer exchanges or refunds unless there is a product defect or error on our part. Personalized orders are created to reflect your unique preferences, and once produced, they cannot be resold.

2. Damaged or Defective Items:

We’re truly sorry to hear that! While we take great care in packing all orders, damage can occasionally occur during transit with the courier service.If you receive a damaged or defective item, we want to make it right. To assist with an exchange or refund:

• Contact us within 48 hours of receiving your order.
• Include your order number for proof of purchase.
• Provide clear photographic evidence of the damage or defect.
• Return the product in its original packaging, unused, and in the condition you received it.

We will replace the damaged item or provide an alternative product within 7 days after receiving the return. Please note that return shipping costs for defective or damaged items are the customer’s responsibility.

If the product is no longer available, we will offer an alternative or issue a refund.

3. Incorrect Personalization:

If there is an error with the personalization on your product (e.g., incorrect engraving, misspelled name, wrong date, colors, or design choices etc.) due to a mistake on our  part, we will correct it. In this case, we will either exchange the item or re-make it at no additional charge. To proceed:

• Please contact us immediately upon noticing the error within 48 hours of receiving your order.
• Include your order number and a description of the error.

We will guide you through the return process and send out a corrected product within 7 days. Shipping costs for returns due to incorrect personalization will be covered by us.

4. Change of Mind– No Returns or Exchanges:

Since our products are personalized, we cannot accept returns or exchanges for non-defective items or for changes to the personalization if you change your mind after the item has been produced. Please double-check all customization details before finalizing your order to ensure accuracy.

5. Order Modification:

Once an order is placed and processed, we can typically make changes within 24 hours of your order being confirmed, as production begins shortly after your order is confirmed. However, if you realize an issue with the personalization or order shortly after purchase, please contact us immediately, and we will try to accommodate any necessary changes before we start production.

6. Order Cancellation:

In the case you require to cancel the order, please contact us within 24 hours of placing the order. Failure to do so means we will commence with the order and continue to dispatch - a refund will not be given in this instance.

7. Gifting Items – No Return Policy for Gifts:

If you're gifting one of our personalized packages and the recipient doesn’t like it or it doesn’t fit, we unfortunately cannot accept returns or exchanges. Please ensure that the customization details are correct before ordering, as personalized products are non-returnable unless there is a manufacturing defect or error.

8. Order Shipping:

Once the order has been shipped, you will receive a shipping confirmation email that will contain the tracking information. As soon as the product has been shipped, our exchange policy will be applicable. 

Little Memories reserves the right to cancel orders due to reasons such as out-of-stock items, pricing errors, or declined payments from your financial institution.

9. How to Initiate an Exchange or Return:

Little Memories does not offer a refund policy however, if you wish to request an exchange or return (for defective items or errors in personalization), please follow these steps:

• Contact the customer support team within 48 hours of receiving your order via email or phone. 
• Include your order number, a description of the issue, and any supporting photos (if applicable).

Once we review and approve your request, we will provide instructions for returning the product and arranging for a replacement or refund. 

NOTE: "Please remember: We strongly recommend returning items via a registered, trackable service and retaining proof of postage, as we cannot accept responsibility for items that do not arrive."

Thank you for choosing us for your personalized needs. We’re here to ensure you have a wonderful experience with our products.

 If you have any further questions, don’t hesitate to reach out to our customer support team.