Last updated: October 9, 2026
Every Photornament ornament is made to order with the names, dates, words or photos you give us. Because each one is made for you alone, our policy is a little different from a shop selling ready-made goods. This page explains what we can and cannot do.
Returns and exchanges
We do not accept returns or exchanges on personalized items if you change your mind, order by mistake, or no longer need the item. A personalized ornament cannot be resold, so all sales are final once production has started.
If something is wrong with your order
If your ornament arrives damaged or defective, or we made a mistake with your personalization, we will put it right with a free replacement or a refund. Please:
- Email hello@photornament.com within 14 days of delivery.
- Include your order number and a photo showing the problem.
- Keep the ornament and its packaging until we reply. In most cases you will not need to send it back.
Please check your personalization
Your ornament is printed exactly as you enter it, including spelling, capital letters, dates and the photo you upload. We cannot replace or refund an order because of an error in the details you submitted, so please review everything before you place your order. If you spot a mistake afterwards, email us straight away and we will fix it if production has not begun.
Cancellations and changes
You can cancel or change an order within 24 hours of placing it by emailing hello@photornament.com with your order number. After that your ornament is likely to be in production and can no longer be cancelled or changed.
Lost or delayed packages
If your tracking shows no movement for an unusually long time, or shows the package as delivered and you cannot find it, email hello@photornament.com and we will look into it with the carrier and work out a solution with you. Please make sure your shipping address is correct at checkout; we cannot be responsible for packages sent to an address entered incorrectly.
Refunds
Approved refunds are sent to your original payment method. It usually takes 5 to 10 business days for the money to appear, depending on your bank or card issuer. Shipping charges are refunded only when the problem was our error or the item arrived damaged or defective.
Questions
Email us at hello@photornament.com. We are happy to help.