Our Guarantee

If something isn’t right, we’ll make it right.

Every order is prepared with care. Here is exactly what we cover, in plain words.

Our promise at a glance

The four things to know before you order.

14 days to tell us if something arrived wrong

Damaged, defective, incorrect, or engraved with an error we made? Tell us within 14 days of delivery. Once the problem is confirmed, we will make it right with a replacement, remake, or refund, depending on the situation.

We cover return shipping on our errors

Most confirmed problems are resolved from photos, without a return. If we need the piece back because of a confirmed error on our side, we pay the return shipping.

14-day returns on eligible non-personalized pieces

Pieces bought as shown, including pre-engraved zodiac and birth flower designs, can be returned within 14 days of delivery if unworn, unused, and in their original condition and packaging. The customer pays tracked return shipping.

Personalized pieces are final sale for a change of mind

Pieces engraved with the name, date, initials, or message you enter cannot be returned or exchanged for a change of mind. Confirmed errors on our side are still covered.

How to get help

Three steps, whichever kind of piece you ordered.

Start a request

Use our Report a Problem form within 14 days of delivery and include your order number.

Add clear photos

Show the complete piece, a close-up of the problem, and the packaging and shipping label when relevant. For a return, show the complete piece and its original packaging.

Wait for our reply before mailing anything

We typically respond within 1–2 business days. If a return is approved, we send the address and instructions privately. Refunds for approved returns go to the original payment method once the return is received and inspected; your bank or payment provider may need extra time to post it.

Good to know

Clear answers to the questions we hear most.

What does the Memory That Lasts guarantee cover?

If your piece arrives damaged, defective, incorrect, or with an engraving error we made, tell us within 14 days of delivery. Once the problem is confirmed, we make it right with a replacement, remake, or refund, depending on the situation.

Who pays return shipping?

If we need a piece back because of a confirmed error on our side, we cover the return shipping. For an ordinary approved return of a non-personalized piece, the customer pays for tracked return shipping, from both the United States and Canada.

Can I return a personalized piece?

Personalized pieces are final sale for a change of mind and cannot be exchanged. If a personalized piece arrives damaged, defective, incorrect, or with an engraving error we made, it is still covered.

Do you offer exchanges?

We do not offer exchanges. If you would prefer another piece, you can place a new order.

What is not covered?

Personalization that matches the details you entered and reviewed, including an incorrectly entered spelling or date; the size, finish, or design you selected; normal small variations in engraving placement or finish; minor appearance differences caused by screen settings, lighting, or photography; and damage after delivery from wear, misuse, chemicals, or improper storage.

Can I change or cancel my order?

Contact us as soon as possible, ideally within 1 hour of ordering. We will do our best to help, but changes and cancellations are not guaranteed once production, packing, or fulfillment begins.