Return Policy

At Toujours, every keepsake is created around something personal. Many of our pieces are individually handmade using your pet’s hair, fur, ashes, or other keepsake material and cannot be restocked, resold, or recreated in the same way as ordinary jewelry.

For that reason, our return policy is different from that of a traditional jewelry store. At the same time, we want you to feel confident ordering from us. If something is not right, we will always take the time to understand what happened and work toward an appropriate solution.

Personalized & Custom Keepsakes

All personalized, made-to-order, and custom keepsakes are final sale once production has begun.

This includes, but is not limited to:

Jewelry containing pet hair or fur
Jewelry containing ashes
Custom resin pieces
Personalized or engraved jewelry
Custom felt pet portraits
Pieces created using customer-submitted photographs, specifications, or materials
Other products made specifically for an individual customer

Because these pieces are created specifically for you and may contain irreplaceable material, they cannot be returned for a standard refund or exchange due to change of mind, personal preference, or other reasons unrelated to a defect or mistake by Toujours.

However, final sale does not mean that we will leave you with a piece that was made incorrectly. Please see our Damaged, Defective, or Incorrect Orders section below.

Handmade Variations

Every Toujours keepsake is individually made by hand.

When working with natural pet hair, fur, ashes, resin, and other keepsake materials, slight variations are expected and are part of the character of a handmade piece.

These may include subtle differences in:

Placement or direction of individual hairs
Fur density or visibility
Color and translucency of resin
Distribution of ashes or other inclusions
Small bubbles or organic variations that do not affect durability
Shape, texture, or finish associated with handcrafting
Differences between product photography and the finished individual piece

No two keepsakes will ever be completely identical.

Minor handmade or natural variations are not considered defects. If you believe the variation in your piece goes beyond what would reasonably be expected from a handmade product, please contact us. We are happy to review it with you.

Damaged, Defective, or Incorrect Orders

If your finished piece arrives damaged, contains a manufacturing defect, or is materially different from what you ordered because of an error by Toujours, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the piece
Photographs of the packaging if the item arrived damaged

We will review the issue carefully.

Depending on the circumstances, we may offer:

Repair
Remake
Replacement
Store credit
Refund

The appropriate resolution will depend on the nature of the piece, the amount of keepsake material remaining, and whether the original piece can safely be repaired or remade.

If the issue was caused by Toujours, we will cover reasonable return and reshipping costs associated with the approved resolution.

Please do not mail a personalized piece back to us without contacting us first. We want to make sure any piece containing irreplaceable material is shipped using the appropriate method.

If You Simply Do Not Love the Finished Piece

We understand that something so personal can carry expectations that ordinary jewelry does not.

Because personalized keepsakes cannot be resold and often contain limited or irreplaceable material, we cannot guarantee refunds or complimentary remakes based solely on personal preference.

However, we still want to hear from you.

If you are unhappy with your piece, contact us within 7 days of delivery and tell us what does not feel right. We will review your concerns individually and, when reasonably possible, discuss available options such as adjustment, repair, or remake.

Additional charges may apply where the piece was made according to the approved order but the customer requests a different design, arrangement, finish, size, or other change.

Cancellations Before You Send Your Keepsake Material

If you change your mind before sending your pet’s material to us, please contact us as soon as possible.

If your Collection Kit has not yet shipped, we may be able to cancel the order and issue a refund to the original payment method.

If the Collection Kit has already shipped, the cost of the Collection Kit, outbound shipping, prepaid return postage already purchased, and other nonrecoverable expenses may be deducted from the refund.

We will let you know the applicable amount before processing the cancellation.

Cancellations After We Receive Your Material

Once your keepsake material arrives safely with us, please contact us immediately if you wish to cancel.

If production has not yet begun, we may be able to cancel the order and return the remaining material to you. Collection, shipping, handling, payment-processing, and other nonrecoverable costs may be deducted from the refund.

Once production has begun, personalized orders cannot normally be cancelled.

This is because the piece is already being created specifically for you and your keepsake material may already have been prepared, arranged, incorporated, or otherwise used in the handmaking process.

Changes to an Order

If you need to change your jewelry style, metal finish, ring size, personalization, shipping address, or other order details, contact us as soon as possible.

We will do our best to accommodate changes before production begins.

Once production has started, some changes may not be possible or may require an additional fee or complete remake.

We will always discuss any additional cost with you before proceeding.

Ring Sizing

Customers are responsible for selecting the correct ring size when ordering.

Because personalized rings may contain your pet’s keepsake material, exchanges for a different size are generally not possible.

If your ring does not fit, contact us. Depending on the ring design and metal, resizing may be possible for an additional charge.

Some settings cannot safely be resized after resin or keepsake material has been incorporated. In those cases, we will discuss other available options with you.

Non-Personalized Jewelry

If Toujours offers ready-to-ship jewelry that does not contain customer-provided material and has not been engraved, altered, worn, or personalized, it may be returned within 14 days of delivery.

Eligible items must be:

Unworn
Unused
Undamaged
In original condition
Returned with original packaging

Customers are responsible for return shipping unless the product arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable unless required by law or the return resulted from an error by Toujours.

Approved refunds will be issued to the original payment method after the returned item has been received and inspected.

Earrings

For hygiene reasons, pierced earrings are not eligible for return or exchange after opening or wear unless they are defective, damaged on arrival, or incorrect due to a Toujours error.

Collection Kits

Collection Kits are part of the personalized keepsake process and are generally not returnable once opened or used.

If you receive a damaged or incomplete Collection Kit, please contact us before sending your keepsake material so we can provide the necessary replacement components.

Repairs After Delivery

Normal wear, accidental damage, improper storage, exposure to chemicals or water, scratching, impact damage, chain breakage, resin damage, or other issues occurring after delivery are not considered manufacturing defects.

That said, we understand that these pieces matter.

If your Toujours jewelry needs repair, contact us with photographs and your order number. If repair is possible, we will provide available options and any applicable costs before work begins.

Please never attempt to remove, open, heat, drill, polish, or repair the resin or keepsake portion yourself.

Return Authorization

Please contact us before returning any item.

Unauthorized returns may be refused or delayed because personalized pieces, particularly those containing ashes, require specific identification and shipping procedures.

Once your return or repair is approved, we will provide instructions for safely sending the piece to us.

Refund Processing

When a refund has been approved, it will be issued to the original payment method.

Please allow approximately 5–10 business days after the refund is processed for it to appear on your account. Actual timing depends on your bank or payment provider.

Shipping charges, expedited shipping fees, Collection Kit costs, personalization fees, and other costs already incurred are generally non-refundable unless the return resulted from an error by Toujours or otherwise required by law.

Orders Lost or Damaged in Transit

Shipping-related issues are handled separately under our Shipping Policy.

If a personalized piece or customer-provided keepsake material is lost or damaged while in transit, please contact us immediately so that we can review the tracking information and begin the appropriate carrier or insurance process.

Please do not send replacement fur, hair, or ashes until we have reviewed the original shipment with you.

Our Promise When Something Goes Wrong

We know that a personalized keepsake cannot always be treated like an ordinary retail product.

Behind every piece is a pet, a story, and material that may not be replaceable.

When there is a genuine issue with your order, we will not reduce it to a ticket number or a standard return script. We will review what happened, what material remains available, and what can reasonably be done to make it right.