Refund policy

Thank you for shopping with Linden & Lore Co. We want you to love your keepsake. Please read our policy below before placing your order.

Personalized & Custom Items

Because our ornaments, apparel, and gifts are made to order and personalized with names, dates, or custom text, all personalized and custom items are final sale and cannot be returned or exchanged, except in cases of damage or a manufacturing error.

This includes:

• Ornaments with custom names, dates, or verses (glass, ceramic, acrylic, crystal)

• Personalized apparel and tote bags

• Any item where you submitted custom text or photos at checkout

Non-Personalized Items

For items without personalization (standard apparel, non-custom decor, etc.):

• You have 14 days from the delivery date to request a return

• Items must be unused, unworn, and in their original packaging

• Return shipping is paid by the customer unless the item arrived damaged or defective

• Once we receive and inspect your return, we’ll notify you of the approval status of your refund

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or isn’t what you ordered, contact us within 7 days of delivery with your order number and a photo of the item. We’ll offer a replacement or a full refund at no cost to you — this applies to personalized items too.

Refunds

Once approved, refunds are issued to your original payment method within 5–10 business days. Please note it may take additional time for your bank or card issuer to post the refund.

Order Cancellations

Because most items are made to order, we can only cancel or modify an order within 12 hours of purchase, before production begins. After that, your order cannot be changed or cancelled.

How to Start a Return or Report an Issue

Email us at [your support email] with your order number, and we’ll walk you through the next steps.

This policy does not affect your statutory rights as a consumer.