Refund policy
To start a return, you can contact us at vallen@evelynjamesandco.com. Please note that returns will need to be sent to the following address:
3639 Newport Drive
Island Lake, Illinois 60042
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.
You can always contact us for any return questions at vallen@evelynjamesandco.com.
Refund & Exchange Policy
Last updated: 07/17/2025
At Evelyn James & Company, our mission is to provide thoughtful, healing-centered products and resources to support families through loss. Because our shop includes items from multiple trusted vendors, our refund and exchange policy is designed to reflect that diversity while protecting your experience and our creators' time and labor.
💛 General Refund Policy
Due to the custom and deeply personal nature of many of our offerings, we do not offer refunds on personalized purchases.
However, exchanges and store credit may be available on a case-by-case basis. Please review the policy details below, depending on the product type.
📿 Personalized Jewelry & Keepsakes
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All custom or engraved jewelry is non-refundable.
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We do offer exchanges for defects or damage within 7 days of delivery. Please email us at vallen@evelynjamesandco.com with a photo of the item and your order number.
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Please ensure all personalization details (names, dates, phrases) are correct at checkout. We are not responsible for typos entered by the customer.
📥 Digital Products & Resources
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All digital downloads, including eBooks, guides, and printable resources, are non-refundable once purchased.
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If you encounter a technical issue with your download, please contact us, and we’ll do everything we can to resolve it.
📦 Non-Personalized Physical Products
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Physical items (excluding custom or digital products) may be eligible for return or exchange within 14 days of delivery.
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Items must be unused, in original condition and packaging, and shipped back at your expense.
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Once received and approved, we will issue store credit or an exchange.
🛍️ Vendor-Specific Products
Since we are a multi-vendor marketplace, certain items may ship directly from individual creators. Some vendor-specific items may have additional policies. We’ll always list those clearly on the product page.
❌ Non-Returnable Items
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Gift cards
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Sale or clearance items
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Custom-made, engraved, or personalized items
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Digital products
🔁 How to Request a Return or Exchange
Email us at vallen@evelynjamesandco.com with your order number, the item you’d like to return or exchange, and a brief reason. We’ll respond within 2 business days with the next steps.
🤝 We’re Here for You
We know how meaningful these purchases are, and we’re committed to making things right where possible. Thank you for supporting our vendors and trusting Evelyn James & Co. on your healing journey.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at vallen@evelynjamesandco.com.