Frequently Asked Questions

How long will my order take to arrive?

Every piece is made to order: production takes 3-5 business days. Once it ships, your order travels with tracking. During peak season we publish cut-off dates (Christmas and Three Kings Day) on each product: order before the stated date and your gift arrives in time.

Does shipping cost anything?

Shipping within the U.S. is free on orders over $100. For orders under $100, the shipping rate is shown at checkout before you pay.

What does my purchase include?

The necklace of your choice, the card with the message printed in the language shown on the product page (each product page states its card's language), and the gift box. The Luxury Box is our premium gift presentation, ready to hand over; the standard box is the house's classic presentation. The piece and the card are the same in both.

How does the personalized photo necklace work?

On the product page you upload the photo you want on the pendant. We recommend a sharp photo, with good light and faces near the center. If something doesn't look right, we contact you before producing.

Can I change the card's text?

Our store texts are finished house designs - that's how we guarantee print quality. If you want a message that's entirely yours, the photo necklace lets you add your own signature line.

Can I return my order?

Pieces with a message card or a personalized photo are made only for you: we don't accept returns for a change of mind. If your piece arrives defective, damaged, or with an error on our part, we replace it or refund you - always. Full details are in our Returns & Refunds policy.

How do I know where my order is?

When your order ships you receive an email with your tracking link; you can also follow it from the Track Your Order page.

How do I contact you?

Write to us from the Contact page or reply to any email from your order. We respond within 1-2 business days.