Last updated: May 21, 2026
Every Nameframe is made to order and personalized — laser-engraved with the specific name, meaning, and poem you provide. Because each piece is custom-made and cannot be resold, our return policy is different from a typical off-the-shelf product. Please read carefully before ordering.
Personalized items
We cannot accept returns, exchanges, or refunds for personalized items due to buyer’s remorse, a change of mind, or errors in the information you supplied (for example, a misspelled name or incorrect details entered at checkout). Please double-check your personalization before completing your order.
If something is wrong on our end
We stand behind our craftsmanship. If your item arrives damaged, defective, or not as ordered due to our error, we’ll make it right with a free replacement or a full refund. Contact us within 14 days of delivery with:
- your order number,
- a description of the issue, and
- clear photos of the item and packaging.
Order changes & cancellations
Because production begins quickly, you may change or cancel your order only within 24 hours of placing it, and only if it has not yet entered production. Contact us as soon as possible if you need to make a change.
Lost or delayed shipments
If your tracking shows a problem or your order hasn’t arrived in the expected window, reach out — see our Shipping Policy and we’ll help resolve it with the carrier.
How to start a claim
Contact us through our contact form and we’ll respond promptly. Approved replacements are produced and shipped at no additional cost; approved refunds are issued to your original payment method.