Returns & Custom Orders

Last updated: September 13, 2026.

The rules below explain returns for standard and personalized purchases. Nothing in this page limits consumer rights that cannot be excluded under applicable law.

Standard, non-personalized items: 14-day requests

For an eligible standard item, email [email protected] within 14 days of delivery to request a return. Include your order number and identify the item you wish to return. Our voluntary policy asks that it be returned in its original condition, with the packaging and included accessories where possible; inspection rights required by law still apply.

Making an item to order or through print-on-demand does not, by itself, mean it is personalized. Any product-specific exception must be clearly explained before purchase and permitted by applicable law.

Return shipping

The buyer pays the return postage for an ordinary change-of-mind return of an eligible standard item. We will provide the return instructions and correct address when handling the request. Please do not send a return to an address on the original parcel without checking with us. Where law requires a different process or allocation of costs, that requirement applies.

Personalized items

We do not offer voluntary change-of-mind returns for pieces made with your chosen name, photo, text or other personal details. This includes a request based only on customer-supplied spelling errors or an incorrectly selected option. Check all submitted details before ordering. This exception does not remove rights relating to faulty, damaged or incorrectly supplied goods.

Satisfaction Guarantee

We want you to be happy with your Morylane keepsake. If something is not right, email [email protected] with your order number and the issue so we can review it and help resolve the concern. Our Satisfaction Guarantee is handled under the standard and personalized-item rules on this page; it is not a separate promise of unconditional change-of-mind refunds for personalized items. For damaged, faulty or incorrectly made goods, we offer a remake or refund as appropriate, without limiting mandatory remedies.

Damaged, faulty or incorrect items

If a piece arrives damaged, was made incorrectly or does not match the order details you submitted, contact us with your order number and a description of the problem. Photos of the item and packaging can help us assess it. We offer a remake or refund as appropriate, subject to any further remedies required by law. The ordinary buyer-paid change-of-mind postage rule does not override obligations for faulty or incorrectly supplied goods.

Refunds

After the return or issue has been assessed, we will explain the outcome and any refund due. Refunds are made to the original payment method where possible. Processing and bank-posting times can differ; legally required refund deadlines and delivery-charge refunds still apply. This policy does not impose an automatic restocking fee.

Cancellation and changes

For a cancellation or change before shipment, contact us as soon as possible. A request is assessed against the actual preparation or production status; contacting us is not itself confirmation that the order has been cancelled.

After shipment, we cannot cancel the shipment through the ordinary cancellation process. If your item is eligible for a return, use the return process instead. Statutory cancellation or withdrawal rights, where applicable, are separate and are not removed by shipment.

Your statutory rights

The 14-day request period above is our general policy, not a deadline that removes mandatory remedies. For qualifying UK distance purchases, you may notify cancellation within 14 days of receiving the goods and normally have a further 14 days to return them; personalized-goods exceptions and other legal rules may apply. Applicable rights in other markets also take precedence over a conflicting term in this policy.

Contact

Email [email protected] for return instructions or questions about an order.