Shipping policy

Last updated: October 15, 2026

Thank you for shopping with HeldClose. This policy explains how we ship your order, what it costs, and what to expect after you buy.

Order Processing
Every keepsake is prepared and packed with care. Orders are usually processed within a few business days (excluding weekends and holidays). Orders placed on weekends or holidays begin processing on the next business day.

You will receive a confirmation email as soon as your order ships, including tracking information where the shipping method supports it.

Shipping Methods & Delivery Times
Available shipping methods and estimated delivery times are shown at checkout. Delivery times are estimates, not guarantees, and begin once your order ships. They may be affected by carrier delays, weather, or other events outside our control.

Shipping Costs
Shipping charges are calculated at checkout based on your destination and selected shipping method. During October, standard shipping is free on all orders. Any shipping cost will always be shown at checkout before you place your order.

Shipping Destinations
We currently ship to the countries shown at checkout within the European Union.

Taxes and Duties
Prices on our website include VAT where applicable. Any taxes or fees that apply to your order will be shown at checkout before you complete your purchase.

Order Tracking
Once your order ships, we will email you a confirmation with tracking information where available. Please note that tracking may take some time to update after you receive it.

Address Accuracy
Please check your shipping address carefully at checkout. If you need to correct it, reach out to us through the contact form as soon as possible, before your order ships.

Lost, Damaged or Delayed Packages
If your order is lost, arrives damaged, or is significantly delayed, please reach out to us through the contact form. We will work with the carrier and make it right for you.

Order Changes & Cancellations
You can cancel your order at any time before it ships and receive a full refund, using the "Returns and cancellations" link at the bottom of our website or our contact form. Once your order is in transit, it can no longer be changed, but you can still return it under our Return and Refund Policy. Refunds are made to your original payment method.