Refund policy

Change your mind: 14 days (EU and UK)

You can cancel your order for any reason within 14 days of receiving it. Tell us by email at [EMAIL] (a simple message is fine, or use the EU model withdrawal form). Then send the item back within 14 days of telling us.

• Items should be unused and in their original box. If you have already filled the keepsake, please remove the fur before returning it.
• Return postage: you pay the cost of returning the item, unless it is faulty.
• Refund: we refund the price and the original standard delivery cost within 14 days of hearing from you. We may wait until we receive the item back, or proof that you have sent it. The refund goes to your original payment method.

Personalised items (engraved name tags)

An engraved name tag is made to your instructions, so it cannot be returned for a change of mind. The rest of the set (keepsake, chain, box) can still be returned as above. Please check the spelling before ordering: we engrave exactly what you type.

Faulty, damaged or wrong item: always refunded or replaced

This applies to every item, including engraved ones. Email us a photo within 30 days of delivery (your legal rights last longer than this, so contact us anytime if a fault appears). We'll offer a replacement or a full refund, and you won't pay for return postage. Your statutory rights are not affected.