Customer care
Returns & Exchanges
Sometimes a purchase isn’t what you expected. We’ll help you understand the options and make an eligible return as straightforward as possible.
Before you send anything back
Contact us first. Every return requires verbal or written authorization. Eligible purchases must be returned within 30 days of delivery, subject to the conditions and exceptions below.
Personalized, made-to-order and filled keepsakes have different return conditions. Please read the exclusions before ordering and ask us about a particular item if you are unsure.
Eligible returns and exchanges
Most eligible returns are refunded to the original form of payment for the purchase price, less shipping costs and any applicable restocking fee. The customer is responsible for return shipping unless the item arrived damaged or defective.
Credit-card payments are credited back to the original payment method. PayPal and Affirm purchases are credited back through the account or payment provider used for the purchase.
We are also happy to exchange an eligible purchase for another item. If the replacement costs less, we refund the difference. If it costs more, you pay the additional cost.
Restocking fees and urn conditions
Some eligible purchases are subject to a restocking fee. Certain returnable jewelry carries a 20% restocking fee; cremation urns may carry a 25% fee. Eligible in-stock 14K gold jewelry carries a 25% restocking fee. Contact us before purchasing or returning an item to confirm the fee that applies.
- Urns must be in brand-new, unused condition, with no damage.
- Return the urn in its original packaging.
- Complete the return within 30 days of delivery.
If an urn arrives damaged, we refund 100% of the urn’s cost plus shipping and cover the cost of return shipping.
Items that are not returnable
- Engraved jewelry: including photo engraving, text engraving, fingerprints and signatures.
- Made-to-order solid gold jewelry: nonreturnable. The exception is an eligible, in-stock 14K gold piece returned in brand-new, resellable condition, subject to the 25% restocking fee.
- Custom orders: custom jewelry, custom urns and additional custom designs requested by the customer.
- Forever Sealed jewelry.
- Ash Jewelry: pendants, rings and other pieces made with ashes.
- Used or filled jewelry and urns: any piece filled with cremated remains, burial-site soil or another personal tribute.
If something arrives damaged or has a manufacturing defect, please contact us even if the piece is personalized. We will help with the issue as described below.
How to start a return
- Contact 1-877-723-4242 or sales@evrmemories.com for authorization. Include your name, order number, the item, reason for return, and whether you are requesting a refund, exchange or store credit.
- After authorization, securely package the unused item. Include its accessories, such as the chain, filling kit and gift box.
- Use a carrier that provides tracking and keep the tracking details for your records.
Mailing instructions: Our team will provide the return address with your authorization. Please contact us before shipping your item.
Helpful answers
My purchase arrived damaged or defective. What should I do?
Contact us with your order details. For a manufacturing defect or an item damaged on arrival, we will issue a return label and arrange an exchange for the same item. For an urn damaged on arrival, the policy also provides a full refund of the urn cost plus shipping, with return shipping covered by Everlasting Memories.
Why can an urn have a restocking fee?
Some urn vendors charge a restocking fee when a return is made. Please ask us about the particular urn before ordering if this could affect your decision.
Why is most solid gold jewelry nonreturnable?
Most solid gold pieces are made to order for the individual customer. They are custom purchases rather than stock items. Eligible in-stock 14K gold items are the exception described above.
I made an engraving mistake. Can it be corrected?
Contact us immediately. We can sometimes catch a change before engraving begins. Once jewelry has been engraved, it is not eligible for a return for a refund.
Who pays return shipping?
For an ordinary eligible return, the customer pays return shipping. We recommend a tracked carrier. If your purchase arrived damaged or defective, contact us for a return label.
Let’s talk it through
You do not need to have every detail figured out before you call. We can help you compare keepsakes, check a size or material, or understand what happens next.