Refund Policy

 

Your happiness matters to us. If something feels off with your DearTuft keepsake, email hello@deartuft.com within 7 days of delivery. We will do our best to help.

 

Because every DearTuft piece is custom-made by hand from your photos—with significant time and materials invested—we do not accept returns of finished keepsakes for a change of mind.

 

If the issue is due to our error (for example, damage in packaging that is our responsibility, or a clear production mistake), you will not be asked to cover return shipping for that resolution. If a return shipment is needed for a reason on the customer side (such as requesting further modifications), return shipping is the customer’s responsibility, based on the carrier you choose.

 

If you would like additional modifications after delivery, you may ship the piece back to us at your own expense. Email us first and we will send return instructions. We will then adjust the piece carefully so it better matches what you need.

 

Thank you for understanding and supporting our handmade process.

 

Deposit & Payment

 

At checkout, you may choose Pay in Full (full price) or 50% Deposit (half price).

 

If you choose 50% Deposit, you pay 50% at checkout. The remaining 50% is due when we invoice you—typically after you confirm final photos / before shipping. The remaining balance is not auto-charged; we collect it manually by email/invoice. We do not ship until the balance is paid.

 

Your total order amount is the full price of the piece (deposit + remaining balance if you chose deposit, or the full amount if you chose Pay in Full). A deposit holds your place in the handmade queue; making usually starts after we confirm usable photos.

 

Order Cancellation Policy

 

DearTuft keepsakes are made to order. Once we have begun work on your piece—typically after usable photos are confirmed and making has started—cancellation is no longer available, because time and materials have already been committed.

 

If you need to cancel after paying a deposit but before making has started, email hello@deartuft.com as soon as possible. When work has not begun, the deposit may be refundable (minus any non-recoverable fees, if any). If you chose Pay in Full and work has not begun, we will discuss a refund of amounts paid, subject to the same timing.

 

After making has started, the deposit (or amounts paid toward the piece) is non-refundable and cancellation is not available. If you abandon the order after making has started—including by not paying an invoiced remaining balance—the deposit remains non-refundable.

 

We appreciate your understanding: each keepsake is a one-of-a-kind handmade piece.

 

Order Change Policy

 

If you need to change photos, notes, size, or shipping details, email hello@deartuft.com as soon as you can—ideally within 24 hours of placing your order. We cannot guarantee changes after that window, especially once making has started.

 

Contact

Questions about this policy: hello@deartuft.com

Studio: PAW MEMORY STUDIO LTD (DearTuft)

Registered address: 128 City Road, London EC1V 2NX, United Kingdom

Company number (CRN): 17450550