At Keepsake Kiosk, we believe that every gift holds a story — and every story deserves to be treated with care, respect, and thoughtfulness. That’s why we put our heart into each item we create and ship. Whether it’s a personalized music box with your favorite melody or a handcrafted keepsake meant to capture a moment in time, our goal is always to deliver something meaningful and lasting. We understand that when you choose us, you’re not just buying a product — you’re choosing a memory, a message, a gesture. And for that, we are truly grateful.

However, we also know that sometimes things don’t go exactly as expected. Maybe there was a mistake in your order, something arrived damaged during its international journey, or you simply had a change of heart. In these rare cases, we’re here to help and to make things as easy and fair as possible.

If for any reason you’re not completely happy with your purchase, you may request a return or exchange within 14 days of receiving your item. All we ask is that the item is in its original condition: unused, undamaged, and in the same packaging it arrived in. This allows us to process returns efficiently and ensure the quality of what we offer to all customers.

Please keep in mind that many of our products are custom-made or personalized — for example, music boxes engraved with names, messages, or specific melodies requested by you. Because these items are created uniquely for each customer, they are generally non-returnable and non-refundable, unless there is a clear issue with the quality or accuracy of the product. If your custom item arrives with an error, is damaged in transit, or doesn’t match what you ordered, we will take full responsibility and offer a replacement or a full refund — whichever solution feels right to you.

Before sending anything back, we ask that you contact our customer care team by emailing support@keep-sake-kiosk.life. Please include your order number, a brief explanation of the issue, and photos if the item is damaged or incorrect. We will reply as quickly as possible with return instructions and help guide you through the process.

For international customers, please note that returns will require tracked shipping and should be clearly marked as “RETURN” on the outside of the package. This helps avoid additional customs fees or unnecessary delays. While we are happy to accept international returns, we are not responsible for any customs duties, taxes, or delays related to the return shipping process. Return shipping costs are the responsibility of the customer, unless the return is due to a mistake on our part (such as receiving the wrong item or a defective product).

Once your returned item reaches us and is carefully inspected, we will issue a refund to your original method of payment. Refunds typically take 5 to 10 business days to appear on your bank or payment account, depending on your financial institution. Please note that original shipping charges are non-refundable, except in cases where we’ve made an error with your order or the item was damaged upon arrival.

If you receive an item that is broken, faulty, or not what you ordered, we kindly ask you to notify us within 7 days of delivery. This allows us to act quickly and resolve the issue with minimal inconvenience to you. In these situations, we may ask for a few clear photos of the item and the packaging to help us understand what went wrong. We will then offer you a replacement, a correction, or a full refund — based on your preference. In all such cases, we will cover any additional costs involved.

We are committed to creating a shopping experience that is honest, kind, and dependable. Please double-check any personalization details before submitting your order — such as names, dates, or melody choices — to help us ensure everything turns out exactly as you envisioned. Because many of our items are handmade and personalized, accuracy in these small details is especially important.

Above all, our mission is to bring joy, emotion, and memory into the world through beautiful and thoughtful gifts. If anything ever feels confusing, disappointing, or unclear during your order experience, we encourage you to reach out. We’re not a big corporation — we’re real people who care deeply about what we do and the happiness of those who choose to shop with us.

Thank you for trusting Keepsake Kiosk. Your stories matter here, and we’ll always do our best to treat them — and you — with care.