Returns & Exchanges

Because every love story deserves to be just right.

Each To Have & To Hold piece is crafted with a lot of heart, and many of our designs are custom-made from your pet’s own paw prints, portraits and stories. This means most pieces are truly one-of-a-kind, made just for you.

We know how meaningful your keepsake is, and if something doesn’t feel quite right, we’ll always do our best to make it better.

 

Custom & Personalised Pieces

As these pieces are lovingly made-to-order and personalised, we’re not able to offer full refunds.

However, if your custom piece:

  • has an engraving that doesn’t match the details you provided,
  • arrives damaged, or
  • has a clear fault in workmanship,

please reach out to us at tohaveandtohold.store@gmail.com within 7 days of receiving your order. Include your order number and a few clear photos, and we’ll review what went wrong together.

In these cases, we’ll arrange a repair, remake, or store credit where appropriate, and any correction costs on our side will be taken care of.

Non-Custom Pieces

For our ready-made items, we accept 1-to-1 exchanges or offer store credit for returns made within 14 days of receiving your order.

To be eligible, items must be:

  • In their original, unworn condition.
  • Returned in original packaging, with no visible wear, scratches, or damage.

Return shipping costs for non-faulty items are borne by the customer.

General Notes

  • All returns must be approved by us before shipping.
  • We reserve the right to decline returns if items show signs of misuse or damage not related to production.

From one furparent to another, we truly appreciate your trust in letting us create something so meaningful.

A Note on Tarnishing & Wear

Our jewelry is made with high-quality, tarnish- and water-resistant materials, thoughtfully chosen to last. However, like all meaningful things, it thrives best with care.

We’re unable to offer refunds or exchanges for pieces that have tarnished due to improper care. To keep your keepsake shining, we recommend following our Jewelry Care Guide.

Jewelry Care Tips:

  • Keep Dry: Avoid water, perfumes, lotions, and chemicals to preserve shine and quality
  • Store Safely: Keep your jewelry in a soft pouch or box when not in use
  • Gentle Cleaning: Wipe with a soft cloth to remove dust and oils
  • Wear with Care: Remove before showering, swimming, or exercising

These small habits help your keepsake last beautifully — just like the bond it represents.

If you have any questions or need help with a return, just reach out.
We’re furparents too, and we understand the love behind every order.

With love,
To Have & To Hold