Refund policy

Return & Refund Policy

We want you to love your keepsake as much as we loved making it.

Because most of our products are made-to-order and personalised, we do not offer returns or refunds for change of mind, so please double-check all spelling, colours, and design details before placing your order.

However, if your item arrives damaged, incorrect, or is not as described, we’ll gladly make it right.

What We Will Refund or Replace:

  • We made a mistake with your order (e.g. incorrect name or design)

  • The item arrived damaged or faulty

  • The item doesn’t match what was described or shown on our website

Please contact us at hello@jimikeepsakes.com.au within 7 days of receiving your order with your order number, a description of the issue, and clear photos.

What We Can’t Accept Returns For:

  • Change of mind

  • Incorrect personalisation details provided by the customer

  • Minor variations in colour, grain, or pattern in timber/acrylic (this is part of what makes each piece unique!)

  • Sale items or gift cards

Shipping & Turnaround

All items are made to order with a turnaround time of up to 20 business days (excluding shipping), sometimes we do go over this in peak seasons ie, Christmas, but we will always make sure an order arrives to you in time by upgrading you to express postage. Once your parcel has been posted, we’ll provide a tracking number — but please note we cannot guarantee delivery times once it’s in the hands of Australia Post.

Return Shipping

If your return is approved due to an error or fault, we’ll cover return shipping. Otherwise, customers are responsible for return shipping costs. We recommend using a tracked service as we are not liable for lost returns.

Thank You

We’re a small family-run business and take great pride in the quality of every item we make. Thank you for supporting handmade and understanding the care that goes into each personalised piece.