Return and Refund Policy

At thewordoflove.com, we are committed to delivering heartfelt, made-to-order gifts with care and quality. Because each item is personalized and crafted just for you, we have specific policies regarding returns, remakes, and support.

Returns & Exchanges

We do not accept returns or exchanges. All items are made to order, and many are personalized. As such, we are unable to offer refunds unless the issue is due to our error.

If you experience a problem with your order, please contact us at store@thewordoflove.com. We are here to help and will do our best to find a solution.

Order Modifications or Cancellations

Orders can only be modified or canceled within 24 hours of purchase. After this period, your item enters production and cannot be changed or canceled.

To request a modification, email store@thewordoflove.com with your order number and request within the 24-hour window.

Remakes Policy

We review all remake requests on a case-by-case basis. A remake may be approved under the following conditions:

  • The item, its attachment (e.g., chain), or packaging arrived damaged or failed quality assurance. We will resend only the damaged components.
  • The received item is incorrect or misprinted. A video of the product and packaging is required for remake approval.
  • The order is stuck in transit for an unreasonable time. Customs delays may occur depending on the country.

Remake Timeframes

  • US Orders: Must be reported within 30 days of delivery.
  • International Orders: Must be reported within 60 days of delivery.
  • Lost or stuck in transit: No movement for 30 days (or 15 days in the EU) from the shipment date may qualify for remake, at our discretion.

Package Protection

Package Protection extends our remake policy to include cases where tracking shows the order as delivered, but the customer did not receive it. Without Package Protection, remakes in such cases are typically denied.

  • Coverage: One-time replacement only (no refund).
  • Earliest claim: 2 business days after the package is marked delivered.
  • Latest claim: 15 days from the delivery date.

Wrong Address Disclaimer

We ship to the address provided at checkout. Please ensure your address is accurate. We are not responsible for orders sent to incorrect addresses due to customer error or missed deliveries by carriers. Refunds or replacements will not be issued in such cases.

Damaged or Incorrect Orders

Although rare, if your item arrives damaged, misprinted, or incorrect, please contact us within the eligible time period. We guarantee a free remake or store credit for affected items.

Email us at store@thewordoflove.com with:

  • Your order number
  • Clear photo of the item (and packaging, if applicable)

Policy Changes

This policy may be updated at any time without prior notice. Please review it regularly to stay informed.