Frequently Asked Questions (FAQ)
1. What is Hold & Keep?
Hold & Keep specializes in creating timeless, custom-made photo products designed to celebrate your most cherished memories. From personalized magnets to unique photo keepsakes, we turn your special moments into lasting treasures.
2. How do I place an order?
Placing an order is easy! Browse our collection, select the product you’d like to customize, and upload your photo or design. Follow the checkout process to complete your purchase. If you need help, feel free to contact us at hello@holdandkeep.com.
3. Can I edit or cancel my order after placing it?
Because our products are personalized, we begin processing orders quickly. If you need to make changes, please email us at hello@holdandkeep.com within 24 hours of placing your order. We’ll do our best to accommodate your request, but changes may not always be possible.
4. What is your return policy?
We want you to love your purchase! While we cannot accept returns on custom or personalized items unless they arrive damaged or defective, we’re happy to assist if there’s an issue with your order. Contact us at hello@holdandkeep.com for support.
5. How long does it take to receive my order?
Orders typically take [insert time frame, e.g., 3-5 business days] to process before shipping. For domestic orders, delivery generally takes [insert time frame, e.g., 5-7 business days]. International delivery times vary based on location and may take 2-3 weeks.
6. Do you offer international shipping?
Yes, we proudly ship to customers worldwide! Please note that international shipping times vary and may take 2-4 weeks depending on the destination. Import taxes or customs fees may apply and are the responsibility of the customer.
7. Can I preview my design before it’s made?
For most products, you’ll be able to see a digital preview during the customization process. If you have specific concerns about your design, reach out to us at hello@holdandkeep.com before placing your order.
8. How will I know when my order ships?
Once your order ships, you’ll receive a confirmation email with your tracking information. Use the tracking number to monitor your shipment’s progress. If you don’t see the email, check your spam or junk folder, or contact us for assistance.
9. Do you offer discounts for bulk orders?
Yes, we offer discounts for bulk or large custom orders, such as wedding favors, corporate gifts, or event keepsakes. Please email hello@holdandkeep.com with your request, and we’ll provide a custom quote.
10. What should I do if my order arrives damaged?
We take great care to ensure your order arrives in perfect condition. If you receive a damaged, defective, or incorrect item, contact us immediately at hello@holdandkeep.com with your order number and photos of the issue. We’ll make it right as quickly as possible.
11. Who can I contact if I have other questions?
We’re here to help! If you have any additional questions, special requests, or need further assistance, email us at hello@holdandkeep.com or use the contact form on our Contact Us page.
Why Choose Hold & Keep?
We’re passionate about helping you hold onto life’s most meaningful moments. With high-quality materials, attention to detail, and exceptional customer service, we’re committed to creating keepsakes you’ll treasure forever.
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