Refund policy

Last updated: 29.09.2026

At Little Keepsly, every book is personalized and made specifically for you. Because personalized products are created using the information and selections provided with your order, different return and cancellation rules apply to them.

Please read this policy carefully before placing your order.

Personalized Products

Little Keepsly books are personalized products made specifically for each customer.

Depending on the book, personalization may include your child's name, selected character, dedication, personal message, gift giver's name, photograph, or other customer-provided information.

Because these products are individually personalized, we do not accept returns or exchanges due to a change of mind, personal preference, or an error in personalization information provided by the customer.

For consumers in Germany and the European Union, personalized goods made according to the customer's individual specifications are generally excluded from the statutory right of withdrawal where the applicable legal requirements are met.

This does not affect your statutory rights if your product is defective, damaged, incorrectly produced by us, or otherwise does not conform to your order.

Order Cancellations

Because personalized orders may begin processing shortly after they are placed, orders cannot normally be cancelled once submitted.

Please carefully review all personalization details before completing your purchase.

If you notice an error after placing your order, please contact us as soon as possible:

littlekeepsly@gmail.com

If your book has not yet entered production, we will do our best to correct your personalization details.

Once the book has entered production, changes can no longer be guaranteed or may no longer be possible.

Customer Personalization Errors

Customers are responsible for checking all personalization information before submitting an order, including:

names and spelling;
character selections;
dedications;
personal messages and wishes;
gift giver information;
uploaded photographs; and
any other customer-provided information.

If the finished book correctly reflects the information submitted with your order, an error in the information originally provided by you is not considered an error by Little Keepsly.

If you notice an error shortly after ordering, please contact us immediately. If production has not yet started, we will do our best to correct it.

Damaged, Defective or Incorrect Products

If your book:

arrives damaged;
contains a printing or manufacturing defect;
contains a personalization error caused by Little Keepsly;
is materially different from the product ordered; or
has another production-related problem,

please contact us as soon as possible.

For the fastest resolution, we ask that visible damage, printing defects, or production errors be reported within 14 days of delivery.

Please provide:

your order number;
a brief description of the problem; and
clear photographs showing the issue, where applicable.

littlekeepsly@gmail.com

The 14-day reporting period above is intended to help us investigate and resolve problems quickly. It does not limit any mandatory statutory rights or longer legal warranty periods that may apply to you.

Replacement or Refund

If we confirm that your book is damaged, defective, incorrectly produced due to an error on our part, or otherwise qualifies for a remedy under applicable law, we will work with you to resolve the issue.

Depending on the circumstances and your applicable legal rights, the appropriate solution may include:

a replacement book;
correction and reprinting of the book;
a full or partial refund; or
another remedy required by applicable consumer law.

Where a refund is appropriate, it will generally be issued to the original payment method.

Your statutory rights regarding defective or non-conforming goods remain unaffected.

Shipping Damage

If your package or book arrives visibly damaged, please take photographs of:

the damaged book;
the packaging;
the shipping label, where possible; and
any other visible damage.

Please contact us as soon as possible so that we can investigate the issue with our production or delivery partners.

We ask that shipping damage be reported within 14 days of delivery whenever possible.

This request does not limit any mandatory rights available to you under applicable law.

Lost Orders

If your order has not arrived within the estimated delivery period, please first check the tracking information provided with your shipping confirmation.

If tracking has stopped updating for an extended period or you believe your shipment has been lost, please contact:

littlekeepsly@gmail.com

We will investigate the shipment with our production and delivery partners.

If the shipment is confirmed as lost, we will provide an appropriate solution, which may include a replacement or refund, subject to applicable consumer law.

Please see our Shipping Policy for estimated production and delivery times.

Delivery Delays

Estimated delivery dates and delivery windows are not guaranteed unless expressly stated otherwise.

Carrier delays may occasionally occur due to high seasonal demand, severe weather, customs processing, transportation disruptions, or other circumstances outside our reasonable control.

If you are ordering for Christmas, a birthday, or another special occasion, we strongly recommend ordering well in advance and allowing additional time beyond the estimated delivery window.

A delivery delay does not automatically mean that an order is lost.

Nothing in this section limits any statutory rights you may have in relation to delayed delivery.

Returns of Personalized Books

Because Little Keepsly books are personalized specifically for each customer, please do not return a book without contacting us first.

In many cases involving printing defects, damage, or production errors, physically returning the personalized book may not be necessary.

If a return is required to resolve your claim, we will provide appropriate instructions.

Where applicable law requires us to bear the cost of returning a defective or non-conforming product, we will do so.

Refund Processing

Once a refund has been approved, it will be issued to the original payment method wherever possible.

The time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

We do not control processing times imposed by third-party payment providers.

Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory consumer rights available under applicable law.

In particular, the exclusion of ordinary returns and withdrawal rights for personalized products does not remove your rights if the product is defective, damaged, incorrectly produced, or otherwise does not conform to the contract.