Refund policy

30-day returns: You can return non-personalized items within 30 days of delivery if they are unused, unworn and in their original packaging with all parts included. Email support@keptbyrose.com with your order number first to get return instructions; returns sent without instructions may not be accepted. Return shipping is paid by the customer and we recommend a tracked service. There is no restocking fee.

Holiday gifts: Non-personalized gifts delivered between November 1 and December 24 can be returned until January 31 under the same conditions.

Damaged, defective or wrong items: Email us photos of the item and packaging within 7 days of delivery and we'll send a free replacement or a full refund, at your choice. We may ask you to return the item, at our cost.

Personalized items: Engraved and other personalized pieces are made to your order, so they can't be returned or exchanged for change of mind. Please check your spelling before checkout. If the item is damaged, defective, or the engraving doesn't match what you entered, we'll remake it or refund it free of charge.

Refunds: Approved refunds go to your original payment method within 5 business days of us receiving and inspecting the return (your bank may take a few more days to post it). Original shipping charges, if any, are refunded only for damaged, defective or wrong items.

Cancellations: You can cancel for a full refund within 12 hours of ordering, or any time before a personalized item goes into production or an order ships.

Non-returnable: Personalized items (except as described above), gift cards and items marked final sale.

Please contact us first: We answer every message within 24 hours and resolve most issues the same day. Contacting us before opening a dispute with your bank is the fastest way to get your money back.

Nothing in this policy limits any rights you have under applicable law.