Refund policy

Refund & Return Policy

At Kept Dear, every piece is created or selected with care. We want you to feel confident when shopping with us. Please review our return and refund policy before placing your order.

1. Returns for Non-Personalized Items

We accept return requests for eligible non-personalized items within 14 days of delivery.

To be eligible for a return, the item must:

Be unworn, unused, and in its original condition.
Be returned with its original packaging and any included accessories.
Show no signs of wear, damage, alteration, or misuse.
Be accompanied by proof of purchase.

Please contact us before returning any item. Returns sent without prior authorization may not be accepted.

If the return is due to a change of mind, personal preference, or an incorrect selection by the customer, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable for change-of-mind returns, except where required by applicable law.

2. Personalized & Custom-Made Items

Because personalized pieces are made specifically for you, personalized and custom-made items are not eligible for return, exchange, or cancellation once production has begun, unless the item arrives damaged, defective, or different from the personalization details confirmed in your order.

This includes, but is not limited to:

Name or initial engraving
Custom text or date engraving
Personalized birthstone selections
Custom handwriting designs
Soundwave or voice-inspired designs
Other made-to-order or personalized jewelry

Please carefully review all names, spelling, dates, birthstones, sizes, and other personalization details before submitting your order.

We produce personalized items according to the information provided by the customer and cannot be responsible for errors in personalization details submitted at checkout.

3. Earrings

For hygiene reasons, earrings are not eligible for return or exchange due to a change of mind once delivered.

This does not affect your rights if the earrings arrive damaged, defective, or incorrect.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery and provide:

Your order number
A brief description of the issue
Clear photographs showing the item and the problem

Once we review the issue, we will provide an appropriate solution, which may include a replacement, exchange, or refund.

If the issue is caused by Kept Dear or the item is confirmed to be defective, you will not be responsible for reasonable return shipping costs.

5. Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

For non-personalized items, we will make reasonable efforts to accommodate cancellation requests before the order has been shipped.

For personalized or custom-made items, cancellation or changes may not be possible once production has begun.

Submitting a cancellation request does not guarantee that an order can be cancelled.

6. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank, card issuer, or payment provider to process and post the refund after it has been issued.

For customer-initiated returns that are not caused by a defect, damage, shipping error, or mistake by Kept Dear, original shipping charges and other non-refundable transaction costs may be excluded from the refund where permitted by applicable law.

7. Return Shipping

Please contact us before sending a return. We will provide return instructions and the appropriate return address after your return request has been approved.

Do not send returns to any address shown on the shipping package without contacting us first.

For change-of-mind returns, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items that are sent without tracking.