Frequently Asked Questions

At Everkeep Gifts, we believe that every thoughtfully made gift should come with clarity and care. Below are answers to the questions we're asked most often. If you can't find what you're looking for, please email us at service@everkeepgifts.com.

How Personalization Works

Are all your products personalized?

Yes! Every Everkeep product is personalized. Each product has its own personalization options—whether that's names, dates, engravings, or custom details specific to the design. During checkout, you'll click 'Add personalized design' to customize your gift.

What can I personalize on my product?

Each product has different personalization options. When you select a product, the mockup will show you exactly which areas you can customize—whether it's names, dates, engravings, or other details. Simply add your personalization information, and you'll get a preview of what your finished product will look like.

How does the personalization process work?

Here's how it works: (1) Select your product and view the mockup to see which areas are personalized. (2) Click 'Add personalized design' and enter your names, dates, or other details as shown. (3) You'll receive a preview of your finished product. (4) Review carefully and approve the preview. (5) Proceed to checkout. This approval step ensures your personalization is exactly as you envision it before we create your gift.

Can I get a preview before my order is produced?

Absolutely! You'll receive a digital preview during the personalization step—before your order is finalized. Please review this preview carefully to check spelling, names, dates, and placement. This is your opportunity to catch any errors. Once you approve and complete your purchase, your order moves into production.

Changes to Your Order

Can I change my personalization after I've placed my order?

Changes can be requested within 24 hours after your purchase, but there are no guarantees they can be made. Once your order enters production, no changes are possible. This is why we provide a preview during checkout—so you can review and approve everything before you buy. Please double-check all details during the personalization step to avoid needing changes later.

What if I spotted a typo in my personalization?

If you notice an error, contact us immediately at service@everkeepgifts.com with your order number. We accept change requests within 24 hours of purchase. However, if production has already begun, we cannot make changes. Always use the preview step to catch any spelling or formatting issues before finalizing your order.

Who is responsible for checking the personalization details?

You are responsible for reviewing and approving your personalization during checkout. The preview shows exactly what your product will look like. Please carefully check all spelling, names, dates, and other custom details before you approve. This approval step protects you and ensures your final product is perfect.

Production & Delivery

How long does production and delivery take?

Production timelines vary by product. Please check the specific product page for exact turnaround times and shipping details. Once your order ships, you'll receive a tracking number to monitor delivery progress.

Where can I track my order?

You'll automatically receive an email notification with your tracking number when your order ships. Use this number to monitor your delivery progress with your carrier. If you don't receive a tracking email or have trouble tracking your package, please contact our customer service team at service@everkeepgifts.com and we'll help you locate your order.

Can I send my gift directly to someone else?

Yes! During checkout, you can provide a different shipping address and we'll ship it directly to the recipient.

Shipping

Do you ship internationally?

Yes, we ship worldwide! Check the product page for available shipping destinations and costs. International orders typically take 2-4 weeks depending on location and shipping method.

Will I have to pay duties or taxes on international orders?

Yes, duties and import taxes may apply to international orders depending on your country's regulations. These additional costs are the customer's responsibility and are typically collected by customs upon delivery. We recommend checking with your local customs authority to understand the potential charges for your location before ordering.

What if my order arrives damaged?

Please inspect your order as soon as it arrives and contact us within 14 days of delivery if it's damaged. Email service@everkeepgifts.com with your order number and clear photos of the damage. We'll review it and remake or replace your item at no extra cost.

Returns & Refunds

What is your return policy?

Because every Everkeep product is custom-made and personalized, we cannot accept returns for change of mind, buyer's remorse, or incorrectly entered personalization details. All sales are final. This is why the preview step during checkout is so important—please review everything carefully before completing your purchase.

EU Consumer Rights & 14-Day Cooling-Off Period

Under EU consumer law, consumers have a 14-day right to withdraw from purchases. However, this right does not apply to goods that are made to a consumer's specifications or are clearly personalized. Since all Everkeep Gifts products are custom-made and personalized, they fall under this exemption and are not eligible for the standard 14-day cooling-off return. This exemption does not affect your legal rights regarding items that arrive faulty, damaged, or not as described, which are always covered under our quality guarantee.

Can I cancel my order?

If you need to cancel, contact us immediately at service@everkeepgifts.com. If your order hasn't entered production, we may be able to cancel with a refund. Once production has begun, cancellations cannot be accepted.

What if my product arrives defective or faulty?

We want you to love your gift! If your item is defective, damaged, or not as described, contact us within 14 days of delivery at service@everkeepgifts.com with your order number and clear photos. We'll review and make it right—by remaking, replacing, or refunding at no extra cost.

How long does a refund take?

Once we've approved your refund claim, it's processed within 10 business days to your original payment method. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval and you haven't received it, contact us.

Materials & Care

What are the materials and care instructions for my product?

All materials and care instructions are specified on each individual product page. Check your product page for detailed information about materials, care, and maintenance specific to your item.

Questions & Support

How do I contact Everkeep Gifts?

We'd love to help! Reach out to us at:

Email: service@everkeepgifts.com
Contact form: Available at everkeepgifts.com/pages/contact

I have a custom request. Can you help?

Absolutely! We love special requests. Contact us at service@everkeepgifts.com to discuss your ideas. We'll let you know what's possible and provide pricing.

Do you offer bulk orders?

Yes! We work with customers on bulk orders for weddings, corporate gifts, events, and more. Please contact us at service@everkeepgifts.com to discuss your needs, quantities, customization, and pricing.