Refunds Policy

If you decline Route Shipping Protection we are not responsible for items damaged in shipment or lost or stolen items that are reported as delivered by the carrier. No refunds or exchanges on personalized items. If you need to cancel an order for any reason you must contact us within one hour of the order being placed, otherwise we may not be able to stop the order from shipping. Click here for full refund policy.

Refund Policy


We offer a 60 day return policy on most items. 


No refunds or exchanges on personalized items, including items with custom engraving, photo uploads, custom message cards, or other similar one-of-a-kind items. That's because these items are made to your specifications and can't be resold to other customers.  We will remake and/or replace personalized items where we were responsible for any errors, damage or manufacturing issues.


No refunds or exchanges on items marked as Final Sale.  We will offer a complimentary replacement for any defective items or any items that are shipped in error. 


Shipping, warranty and insurance costs, and gift card purchases are non-refundable. 


How to return your purchase


To start a return, head to our Returns and Exchanges page to get started. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


Please do not return items to us without using our returns portal or without authorization from our customer service team.


Please contact our customer service team as soon as possible, within 3 days of receiving the order if possible, for any items that arrived damaged, defective, or if the wrong item arrived.  That way we can make things right and get you a replacement item as quickly as possible  


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Items returned to us that are not in saleable condition may be rejected and sent back to the customer, or a restocking fee of up to 50% of the product price may apply, at our discretion.


Returns and exchanges for defective items or where we shipped a wrong item in error are free of charge.  Returns and exchanges for any other reason may be subject to a $7.95 return shipping and handling fee for U.S. orders and $19.95 for international orders.  These charges may be waived if you exchange for an eligible product or if you exchange for store credit.   


You can always contact us for any return questions at


Returns or refunds will not be given after 60 days from the date of purchase.  We offer a 2 year purchase protection plan for eligible products that will cover you for defects.


Cancellations and modifications 

If you need to cancel or modify your order, please contact us within one hour of placing your order by emailing us at, otherwise we may not be able to stop the order from shipping.  Orders may not be cancelled or modified once the order has entered production.


Damages and issues 

Please inspect your order upon reception and contact our support team immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We request that customers contact us immediately, within 3 business days if possible, after receiving a defective or wrong item so that we can get you a replacement item quickly.  Claims for defective or wrong orders will not be accepted after 30 days from delivery.


We partner with Route to offer our customers low cost shipping insurance that covers items lost, stolen, or damaged in transit.  If you accept our offer, Route will send you email and/or SMS updates with the progress of your shipment and you can also download the Route app to get shipping updates.  The app and their emails provide easy instructions for how to file a claim if anything goes wrong with your shipment.  You must file a claim with Route and not with The Love Knot Shop.


Our Route shipping insurance is meant to protect you against missing, lost or stolen items in transit.  We are not responsible for missing, lost, or stolen items that have been marked as delivered by the carrier.  If you purchased Route, you can file an easy claim with them.  Any claims for shipping-related loss or damage must be filed with Route.  If you did not accept our offer of shipping insurance from Route, you may be able to file a claim with your homeowners or renters insurance.  Please contact your local police department to report any items that may have been stolen after delivery.  You may also file a claim with the carrier for items that are not found but were marked as delivered by the carrier.  Route shipping insurance charges are non-refundable, no exceptions.






We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.