Refund policy
Returns & Refunds
We want you to feel confident shopping with us. Please review our return policy below.
Returns
Items that aren't personalized can be returned within 7 days of delivery if they're unused and in their original condition. Return shipping is paid by the customer. There's no restocking fee.
Final Sale
Personalized, engraved and made-to-order items, including anything designed in the Twelver Designer, are final sale and can't be returned or exchanged, because they're made for you.
If Something Is Wrong
If your order arrives damaged, defective or different from what you ordered or approved (for example, a spelling we got wrong or the wrong product), contact us within 48 hours of delivery, as shown by the carrier's tracking, with your order number and photos of the item and packaging. Please keep the item and all packaging until we confirm, since we may need them for a claim with the carrier. We'll review your claim and get back to you with our decision. If it's approved, we'll remake it, replace it or refund it.
This doesn't cover damage that happens after delivery, damage from misuse, or a package sent to an incorrect address entered at checkout.
What Isn't a Defect
- Natural variation in wood grain, slate, leather and other materials.
- An engraving that looks a little different in colour or contrast from the on-screen preview. The preview is an illustration.
- Text engraved exactly as it was entered, including spelling mistakes in what you typed.
- Ring size on the ring keepsake. Sizes vary, as noted on the listing.
Cancellations
You can cancel within 24 hours of ordering if production hasn't started. Once we've started personalizing your order, it can't be cancelled.
Refunds
Approved refunds go back to your original payment method once the return is received or the issue is confirmed. Banks usually take 5 to 10 business days to post the credit.
How to Start
Email support@thetwelverstudios.com with your order number and the reason.
