Refund policy

At Gift & Story, every item is made to order and often personalized specifically for you, so we want you to be confident before you buy. Please read this policy carefully before placing your order.

Personalized Items
Because our keychains, frames, necklaces, and pen holders are engraved or customized with the names and messages you provide, we cannot accept returns or offer refunds for buyer's remorse, incorrect personalization details submitted by the customer, or a simple change of mind once production has started.

Damaged or Defective Items
If your order arrives damaged, defective, or different from what you ordered, please contact us at hmpodshopi@gmail.com within 14 days of delivery with your order number and a photo of the item. We will happily send a free replacement or issue a full refund, at your choice.

Lost or Delayed Packages
If your tracking shows no movement for more than 10 business days beyond the estimated delivery window, please reach out to us and we will investigate with the carrier or arrange a reshipment.

Order Cancellations
Because most items are engraved shortly after ordering, cancellation requests can only be honored within 12 hours of placing your order. Please email us as soon as possible if you need to cancel.

How to Request a Refund or Replacement
Email hmpodshopi@gmail.com with your order number, a description of the issue, and photos if applicable. We aim to respond within 1-2 business days. Approved refunds are issued to your original payment method within 5-10 business days.

Contact Us
Gift & Story
20 P. Vĩnh Phúc, Ngọc Hà, Hà Nội 100000, Vietnam
Email: hmpodshopi@gmail.com