Refund policy

Return & Refund Policy

Our 60-Day "Held With Care" Promise
Every Velske keepsake is engraved to order, just for you. Because each piece is
personalized, we're unable to accept change-of-mind returns — but we stand behind
every order. If your keepsake arrives damaged, defective, or incorrect, or simply
doesn't bring the comfort you hoped for, contact us within 60 days of delivery at
hola@kumobox.cl and we'll make it right with a replacement or a full refund.

How it works
Because items are made to order, you usually won't need to ship anything back — in
most cases we resolve it with a replacement or refund directly. Just email
hola@kumobox.cl with your order number (and a photo if it arrived damaged or wrong).

Damaged or wrong items
Please inspect your order on arrival. If it's defective, damaged, or the wrong item,
contact us immediately and we'll sort it out right away.

Refunds
Once approved, we refund your original payment method, typically within 10 business
days. Your bank or card issuer may take extra time to post it. If more than 15
business days have passed since approval, contact us at hola@kumobox.cl.

Non-returnable items
Personalized/engraved items and gift cards can't be returned for change of mind, but
they stay covered by our 60-day promise for any damage, defect, or error.