Our Promise
We understand that ordering a memorial tribute is deeply personal. You're honoring someone you love, and we take that responsibility seriously. That's why we offer a 100% satisfaction guarantee — we want you to absolutely love your finished piece.
If something doesn't feel right, please reach out. We're real people, and we genuinely care about getting this right for you.
Before Proof Approval
Before you approve your design proof, you can request a full refund at any time — no questions asked. If you're not happy with the design, the poem, the layout, or anything else, just let us know. We'll make it right or give you your money back.
We'll work with you on revisions until you love what you see. But if it's simply not what you had in mind, we completely understand. You'll receive a full refund.
After Proof Approval
Once you approve your design proof, your tribute goes into production. Because each piece is custom-made with your personal photo and poem, printed on museum-quality materials and placed in a handcrafted frame, we cannot accept returns or issue refunds after proof approval.
This is why we put so much care into the proof process — we want you to be completely confident before we begin crafting your piece.
Damaged or Defective Items
If your frame arrives damaged or defective, we're so sorry. Please contact us right away with a few photos of the damage, and we'll send you a replacement at absolutely no charge. You shouldn't have to worry about shipping mishaps — that's on us.
How to Request a Refund
To request a refund, simply email us at hello@stillbesideme.com with your order number. That's all you need to do.
We respond to every message within 24 hours, and most of the time much sooner. We'll never make this process difficult for you.
Refund Processing
Once your refund is approved, it will be processed to your original payment method within 5–10 business days. You'll receive a confirmation email when the refund has been issued. If you don't see it after 10 business days, please reach out and we'll look into it.
Cancellations
You can cancel your order anytime before proof approval for a full refund. Just send us an email and we'll take care of it immediately. If you've already approved your proof, the order is in production and cannot be cancelled.
If you have any questions at all about our refund policy, please don't hesitate to reach out. We're here for you.