• Our lockets ship within 1-5 business days.
• Charms/Ready to ship/Bracelets: Ships within 1-2 days
• Custom Rings: 1-3 weeks

• Once your order ships, you will receive an email with a tracking number. You can use this to track your shipment directly from the email.

• We currently ship to Canada and UK.

• Before making a purchase, please check your country’s customs and duty policies, as we are not responsible for any fees or taxes that may apply when your package crosses the border.

• While most packages pass through customs without extra charges, some countries may impose duty fees on international shipments. Due to varying duty rates across different countries, we are unable to include these fees in our prices. To avoid any unexpected costs, we recommend reviewing the specific customs fees for your destination country.

• Please contact us with your order number and updated address.

• We offer upgraded shipping options for faster delivery. Feel free to add a note to your order with your preferred delivery date, and we’ll do our best to meet it.

• If you’d like to make any changes to your order (such as engraving, chain length, material, or photos), please contact us with your order number and the details of your request.

• Yes, you can contact us to request a cancellation. Please do so as soon as possible. Once your item has shipped, we’re unable to cancel the order—but you may return it for a refund.

• We're sorry to hear your item arrived incorrectly or was lost in transit. Please contact us with your order number, and we will expedite a replacement for you.

• Please note that USPS may occasionally skip scans, which can result in your tracking status remaining at "Pre-Transit." However, once a label is created, the package is typically picked up the same day and processed by the next business day. With our free shipping option, tracking updates may take 4–5 business days. If there are no updates after 5 business days, feel free to contact us and we’ll be happy to look into it for you.

• We’re sorry to hear that your item didn’t meet your expectations. We’d be happy to help you with a return or exchange for a different item.

If we don’t receive the information needed to complete your order within 5-7 business days after multiple email attempts, we may need to cancel it to avoid delays. We’ll always reach out first and give you time to respond. If your order is canceled, you’re welcome to place it again once the details are ready.

• If you’d like to have your piece serviced, you can ship it back to our studio. While return shipping costs are not covered, we’ll ship your item back to you free of charge once the service is complete.

• Please reach out to us with the details of your issue, and we’ll work with you to find the best solution.

We provide a 6-month warranty that covers:

• Faulty clasps / bails / chains.
• Stones falling out due to craftsmanship issues
• Manufacturer Defects
  

Not Covered

• Normal wear and tear
• Accidental damage
• Loss or theft

• Mini: The photos are glued directly in place without plastic protectors. You can carefully peel off the photo like a sticker and replace it by gluing a new photo over it.

• Classic: The photos are protected by two plastic covers—one on each side. You insert the photo between the protectors, which helps keep it safe and secure.

• You can order custom photo prints.

• Yes, the metal is safe to wear in the shower. However, our Mini lockets are not fully sealed, so the water-resistant paper inside may become wet over time, which can lead to fading and peeling.

• Yes, the back of our lockets is stamped with the metal type. Our lockets are made in the USA.
• Gold Filled - 1/20 GF 14K - USA
• Sterling Silver - 925 - USA
• 14K Solid Gold - 14K - USA

• You can email your design to us at customercare@kindredrow.com. Our creative team will review it to see if it’s suitable for engraving. Please note that additional fees may apply depending on the design.

• Please make sure to crop your photos for a closer-up view. Full-body or group photos can make the image too small, which may affect the overall quality. The quality also depends on the resolution of your photo, so please upload images that are at least 1000 x 1000 pixels.