Returns & Refunds Policy

Effective Date: September 1, 2025

At StillWithMe, every pillow and product is created with care to bring comfort where grief meets love. Because many of our items are customized or made-to-order, we have specific guidelines for returns and refunds. Please read below.

Personalized and Custom Products

Non-Returnable: Due to the personalized nature of our memorial pillows (including embroidery or custom features), we cannot accept returns or provide refunds once production has begun, unless the item arrives damaged or defective.
Please carefully review and confirm all personalization details (e.g., spelling of names, dates) before submitting your order.

Non-Custom Products

Standard, non-custom items (if available in the future, such as accessories or non-embroidered items) may be returned within 14 days of delivery in unused condition, in original packaging.
Customers are responsible for return shipping costs unless the return is due to our error.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@stillwith.me with your order number and photos of the issue.
We will work with you to replace the product at no additional cost, or provide a refund if a replacement is not possible.

Refund Processing

Approved refunds will be issued to your original payment method within 7–10 business days after the returned item is received and inspected (for eligible items).
Shipping fees are non-refundable unless the return is due to our error.

Pre-Orders

Pre-orders may be canceled for a full refund within 7 days of purchase as long as production has not begun.
After 7 days, or once customization has started, pre-orders are considered final.