Returns policy

Because personalised keepsakes are made specifically to the name, date, coordinates, phrase or photo you provide, they are exempt from change-of-mind returns under consumer law. Personalised items can only be returned or remade if they arrive damaged, are faulty, or differ from what you confirmed because of an error on our side. Errors caused by the information you submitted (for example a misspelt name or wrong date) are not covered by free remakes — please check your preview carefully before confirming.

Non-personalised items can be returned within 30 days of delivery (extended to 60 days for active Fondly Circle and Atelier members) provided they are unused, in original condition and include any gift box and tags. Return shipping for change-of-mind returns is the customer's responsibility unless the item was faulty or incorrect.

If your order arrives damaged, faulty or not as confirmed, contact support@reeidunderheat.shopwithin 14 days of delivery with your order reference and a photo. We'll arrange a free remake or a refund, including any return postage where relevant.

Email support@reeidunderheat.shopwith your order reference and reason for return. We'll confirm whether the item is eligible and send return instructions and the return address. Please do not send items back before contacting us.

The Seasonal Keepsake Drop and the quarterly Atelier keepsake are personalised, made-to-order physical items and are not returnable once dispatched, except for damage or our error. Membership itself can be cancelled at any time — see the refund policy.