Terms - Keepsakes by Nana


Our company handcrafts all products within 7 – 21 Days.  Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.

Made to Order vs. Pre-Made

Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade. Both are handmade but the pre-made is shipment ready while the made-to-order products take 21 days to be created for you.

Look for the following image if a product is ready for shipment immediately


The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order.

Care for your new product(s) by:

  • Free Standing Lace:  Items are delicate and should not be washed.  If more stiffness is desired, spray with spray starch.  Let dry, and then place ornament reverse side up covered by an ironing cloth. Iron with warm, but not hot iron.
  • Fabric Pillows:  unless noted otherwise, remove pillow cover from pillow insert.  Wash in gentle soap by hand.  Do not wring twist.  Hand dry only.  Iron fabric portion of pillow if needed using warm, but not hot iron.  Do not iron embroidery portion of pillow cover.

Your product(s) can be damaged if:

  • Too much pressure is applied to the hanging loops.
  • Machine washed or dried.  Or if directly ironed on front surface of embroidery.  

Color chart

  • Please carefully note the colors described in listings to prevent errors in ordering.  Different colors can be requested, but will be considered made-to-order and will take longer to be shipment ready.  [See Made to Order vs. Pre-Made]

Custom orders

We always love creating new products from scratch.  Please contact us for a quote.  Custom orders can have a lengthier processing time. Ask us for details.



Our company ships through the following carrier:  USPS.

  1. Cost calculations
  • We do our best to apply fair shipping costs to each order. Expedited shipping is available upon request.  Please contact us to discuss options.  http://keepsakesbynana.com/contact
  • We offer free shipping Nationally on all orders over $25


  • Items marked in listing as Ready to Ship will be shipped in just 1-2 business days.
  • Made to Order items will take between 7 – 21 days to be created.  Creation time depends on size and/or type of order.  Shipping times will be standard USPS First Class Mail/Package time.  Expeditated Priority Mail is available upon request.
  • Please note that during busy times of year (holidays) or weather may impact USPS delivery times.  If there is any delay with your order, we will contact you as soon as possible.  If available, we will provide you with tracking info.
  • Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 7 to 21 Days to be handmade.


  • Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
  • Personalized and/or customized goods are exempt from being returned unless the product arrives defective and the error in personalization has been made by Keepsakes by Nana.  Errors by customer does not make item eligible for return.
  • To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you received an item as a gift, we will need the details of the original purchaser to trace the order.  We many also need to contact them to accept the return or to arrange a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your card issuer’s policies.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@keepsakesbynana.com

Sale items (if applicable)

  • Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

  • We only replace items if they arrive defective or damaged. 
  • If you need to exchange it for the same item, send us an email at service@keepsakesbynana.com and send your item to: Keepsakes by Nana, 62 Chatterton Park, Proctor VT 05765.

Return Shipping

  • To return your product, you should mail your product to: Keepsakes by Nana, 62 Chatterton Park, Proctor, VT 05765
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.