Refund policy
Return and Refund Policy
At Cove & Keepsake, we want every customer to feel confident when choosing meaningful figurines, ornaments, keepsake boxes, nativity pieces, and heartfelt gifts from our store. If your order is not quite right, we are here to help.
Returns
We accept returns within 30 days after your order has been delivered.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging whenever possible
- Free from damage caused after delivery
- Accompanied by your order number or proof of purchase
To start a return, please contact us at:
Please include your order number, the item you would like to return, and the reason for your return. Once your return request is reviewed, we will provide return instructions.
Please do not send items back without contacting us first.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Original shipping fees are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A clear photo of the item
- A clear photo of the packaging
- A brief description of the issue
After reviewing your request, we may offer a replacement, refund, or another suitable solution depending on the situation.
Non-Returnable Items
For hygiene, safety, and personalization reasons, the following items cannot be returned:
- Personalized or custom-made items
- Gift cards
- Items marked as final sale
- Items that have been used, altered, damaged, or are missing original parts or packaging
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear on your bank or credit card statement. Processing times may vary depending on your payment provider.
Exchanges
We do not guarantee direct exchanges because product availability may change. If you would like a different item, we recommend returning the original item first and placing a new order after your return is approved.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We can only cancel an order before it has been processed or shipped. Once an order has already shipped, it cannot be canceled, but you may request a return after delivery if the item is eligible.
Missing Packages
If your tracking information shows that your package was delivered but you have not received it, please first check with your household members, neighbors, building office, or local carrier.
If you still cannot locate the package, please contact us and we will do our best to assist you. However, we are not responsible for packages marked as delivered by the carrier.
Contact Us
For return or refund questions, please contact us at:
Cove & Keepsake
Email: support@coveandkeepsake.shop
We are happy to help and will do our best to resolve your concern as quickly as possible.