Dear Lovely Friend,

Thank you for inviting Lovely Souvenir Store to be a part of your life’s special moments. We carefully craft each item to become a cherished keepsake, wrapped with love and care. We understand that sometimes, a gift might need to be exchanged, and we aim to make that process as thoughtful and seamless as our products.

Shipping Information

We are delighted to ship our treasures worldwide (excluding only a few remote areas in Asia).

Order Processing: Your order is handled with the utmost care. Please allow 1-2 business days for us to prepare your package for its journey to you.

Shipping Methods & Times:

  • Standard Shipping: We ship via DHL or FedEx. Your order will typically arrive within 10-15 business days after it leaves our hands. A flat fee of $12.95 applies.
  • Free Shipping: For orders over $50, we offer complimentary shipping via EMS. Delivery typically occurs within 15-25 business days after shipment.

You will receive a tracking notification once your order is on its way, so you can follow its path to your doorstep.

Our Return & Exchange Policy

We gladly accept returns and exchanges within 15 days of you receiving your items. To ensure a smooth process, the item must be:

  • In its original, unused, and unworn condition.
  • 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:

  1. Contact Us: Email our caring customer team at [email protected] within 15 days of receiving your order. Please use the template below to provide us with all the necessary details.
  2. Wait for Instructions: We will 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 for your peace of mind.
  4. Processing: Once we receive your return, we will inspect it and process your exchange or refund within 5 business days.

Return Shipping & Refunds

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

For our international friends: 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.

Refund Information: Once your return is received and inspected, we will send you an email notification. If your refund is approved, it will be processed to your 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 once the return is processed.

Return Request Template

Please copy and paste the following into an email to [email protected]:

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)]

Please do not mail returns to our street address. We will provide you with the appropriate return address after you contact us.

Need Help?

Our customer care team is here to assist you with any questions. Contact us at [email protected], and we’ll respond within 2 business days.

Thank you for allowing us to be a part of your story.

With love,
The Team at Lovely Souvenir Store