At Lovely Souvenir Store, we pour our hearts into every product we create, hoping they become cherished keepsakes in your life. However, we understand that sometimes a gift might not be exactly right. That’s why we’ve created a returns and exchanges process that’s as thoughtful as our products.

Our Return Policy

We gladly accept returns and exchanges within 15 days of you receiving your items. To be eligible for a return or exchange, your item must be:

  • In its original condition
  • Unused and unworn
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please Note: Due to the personal and intimate nature of certain products, we cannot accept returns or exchanges on the following items:
  • Gift Bag Sets & Gift Bags (once used or removed from original packaging)
  • Gift Wrap (cut or used)
  • Itty bittys® (opened from original packaging)
  • Keepsake Ornaments (personalized or from the Keepsake Ornament Club)
  • Candles (once used or burned)

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
  3. Ship Your Return: Package your item securely and ship it to the address we provide. We recommend using a trackable shipping service.
  4. Processing: Once we receive your return, we’ll inspect it and process your exchange or refund within 5 business days.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item or a defective product). Shipping costs are non-refundable.

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original method of payment within 7-10 business days. Depending on your financial institution, it may take additional time for the refund to appear in your account.

For exchanges, we will ship your new item using your original shipping method (standard or free shipping) once the return is processed.

Return Address

Please do not mail returns to our street address. After contacting us, we will provide you with the appropriate return address based on your location.

Return Request Template

Copy and paste the template below into an email to [email protected] to initiate your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Lovely Souvenir Store Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please briefly explain] I have reviewed the return policy and confirm that the item(s) are in original condition with all packaging and tags. Please provide instructions for returning the item(s). Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

International Returns

As we serve customers worldwide (excluding only a few remote areas), international returns are accepted following the same policy. However, customers are responsible for all return shipping costs and any applicable customs fees. Refunds will be issued in US dollars, which may result in slight variations due to exchange rate fluctuations.

Need Help? Our customer care team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

Thank you for allowing Lovely Souvenir Store to be part of your gift-giving journey. We strive to make every aspect of your experience with us as lovely as our products.

With love,
The Team at Lovely Souvenir Store