Return & Refund Policy

Last Updated: August 17, 2026

We Want You to Love Your Keepsake

At The Caring Creative, every order is created with care and thoughtfully packaged before it leaves our studio. We want you to be delighted with your purchase. If something isn't right, we're here to help.

Returns

We accept returns on non-personalized items within 30 days of delivery.

To be eligible for a return, your item must:

Be unused and in its original condition
Be returned in its original packaging whenever possible
Include all original components

Once your return is received and inspected, we'll notify you by email regarding the status of your refund.

Personalized & Custom Orders

Because each personalized frame is created specifically for you, personalized and custom-made items cannot be returned or exchanged unless they arrive damaged, defective, or we made an error with your order.

Please carefully review all personalization details before placing your order. We create your keepsake exactly as submitted.

If you notice an error immediately after ordering, please contact us as soon as possible. If production has not yet begun, we'll do our best to accommodate changes.

Damaged or Incorrect Orders

We carefully inspect every order before shipping, but occasionally accidents happen during transit.

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

Your order number
A brief description of the issue
Clear photos of the product
Photos of the shipping box and packaging (if damaged)

Once reviewed, we'll gladly replace the item or provide another appropriate solution at no additional cost.

Exchanges

We currently do not offer direct exchanges.

If you purchased a non-personalized item and would like something different, you're welcome to return the original item (if eligible) and place a new order.

Refunds

Once your return has been received and approved, refunds will be issued to your original payment method.

Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Original shipping charges are non-refundable unless the return is the result of our error or a damaged shipment.

Return Shipping

Customers are responsible for return shipping costs unless:

The item arrived damaged
You received an incorrect item
The return is due to an error on our part

We recommend using a trackable shipping service for returns, as we cannot guarantee receipt of packages that are lost in transit.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders may be canceled before production begins.

Once production has started, personalized orders cannot be canceled because materials and labor have already been committed to creating your keepsake.

Color & Handmade Variations

Every keepsake is thoughtfully handcrafted using premium cardstock and carefully selected materials.

Because of differences in monitor settings, lighting, and the handmade nature of our products, slight variations in color or appearance may occur. These natural differences are not considered defects and make each piece uniquely yours.

Lost Packages

If your tracking information shows your package has been delivered but you cannot locate it, we recommend:

Checking with household members
Looking around your property
Contacting nearby neighbors
Reaching out to your local shipping carrier

If you're still unable to locate your package, please contact us and we'll do everything we can to help.

Questions?

If you have any questions about your order or this policy, we'd love to hear from you.

The Caring Creative

100 Main Street North, PMB #327
Southbury, CT 06488

Email: kate@thecaringcreative.com

Thank you for supporting a small business and allowing us to be a small part of your story.