Returns & Exchanges

Our Promise:

When your order arrives, open it up and take a look. If anything isn't as expected, got damaged in transit, or doesn't impress you, let us know and we'll make it right.

Damaged in transit: 

The post office is sometimes less careful with packages than we’d like. If anything you ordered appears on your doorstep broken, please don’t panic!! It doesn’t happen very often, but we know it’s frustrating. If possible, please send us a photo of the damage so that we can make improvements in the future, and we’ll get a replacement sent out right away.

Returns + Exchanges:

If you would like to return or exchange an item please contact us within 14 days of delivery.

Standard, In-Stock, Inventory Items (i.e., Not Custom, Made-to-Order or Personalized) may be returned to us within 14 days of receipt for a refund of the product cost. There is a return fee of $7.95 associated with the pre-paid return shipping label.

Standard, In-Stock, Inventory Items (i.e., Not Custom, Made-to-Order or Personalized) may be exchanged within 30 days of delivery. The pre-paid return shipping label is free for exchanges.

Please Note:

  • Item(s) being returned for a refund or exchanged must be new, unused and in the original packaging. Original shipping costs cannot be refunded. Items that show signs of use will not be refunded.
  • Please do not return item(s) that were damaged upon delivery.
  • Lucy Engraving cannot accept returns or exchanges for Custom and Personalized items unless the item is defective or was damaged upon delivery. Contact us with a photograph and description of the defect or damage to initiate a refund or replacement.
  • Orders are typically processed within a few hours of your order time, after which we may not be able to accept cancellations.

Please contact our Customer Service team at for additional assistance with a return, exchange, or refund.