Terms & Conditions

Everlou creates made-to-order, handcrafted pet memorial pieces, including (but not limited to) ceramic urns and keepsakes, customized using the photos and information you provide.

You must be able to enter into a legally binding contract in your country of residence to place an order.

Your order is accepted once you receive an order confirmation from us (email or website confirmation page). We may decline or cancel an order if information is missing, payment fails, or we suspect fraud or misuse.

All ceramics are handcrafted and kiln-fired. No two pieces are identical.

Dimensions, capacity, weight, glaze tone, brush texture, and small surface marks may vary.

Because each piece is made through an artistic process and limited by base forms/molds, your memorial will not be a perfect replica of your pet. It is a heartfelt, handcrafted interpretation inspired by your photos.

Product photos are illustrative. Your final piece may differ slightly due to handcrafting and screen color differences.

To produce your custom piece, you agree to provide accurate and complete details, which may include:

If photos are low quality or details are unclear, we may request alternatives. Delays caused by missing or insufficient info will extend production time.

If we offer a preview/proof (not always available), it is for layout and placement guidance and may not perfectly reflect final glaze, color, or kiln outcomes.

Minor revision requests must be submitted within the timeframe stated in the proof email/message (commonly 24-48 hours). Additional revisions may incur fees.

By submitting photos, text, or other content ("Customer Content"), you confirm:

We may use Customer Content only to fulfill your order and for quality control. Marketing use (for example social media) will follow the preference or consent options shown at checkout or during order intake (if applicable).

Prices are shown in the currency displayed on our site at checkout.

UK orders: where applicable, VAT is included/charged as shown at checkout.

EU and international orders: taxes (VAT), duties, brokerage, and handling fees may be collected at checkout where supported; otherwise they may be collected upon delivery by the carrier or customs. You are responsible for any import charges unless explicitly stated otherwise on the checkout page.

Promotions, bundles, and free shipping (if offered) may have exclusions and may change at any time.

We accept the payment methods displayed at checkout. Payment must clear before production begins.

Because each item is made-to-order, production begins after payment is confirmed and required customization information is received (and proof approval, if applicable).

Estimated timelines are provided in the Shipping Policy and/or on product pages and are not guaranteed.

Made-to-order items are non-refundable once production has started.

If you need to change or cancel, contact us immediately. If production has not started, we may be able to accommodate changes/cancellations; fees may apply (for example design/prep work).

If you submit incorrect personalization details and production has started, we cannot guarantee changes and may need to treat it as a new order.

Because Products are customized and made-to-order, we do not accept returns for reasons such as change of mind, preference changes, expected handmade variation, or minor differences from photos.

We will make it right for verified defects, production errors, or damage in transit, as described below.

If your item arrives damaged or with a verified defect, notify us within 48 hours of delivery (or the shortest timeframe allowed by your local consumer law if longer applies).

Provide photos or videos of the outer box, inner packaging, and the item damage/defect.

We may offer replacement, repair, or partial/full refund at our discretion depending on the issue and feasibility.

If packaging is discarded before documentation, carrier claims may be harder. Please keep packaging until you confirm the item is intact.

Risk of loss typically transfers to you upon delivery to the address provided (subject to local consumer law).

You are responsible for providing a correct delivery address. Re-shipping due to incorrect address, refusal, or failed delivery attempts may incur additional fees.

Products are intended for pet memorial use (for example holding pet cremains where applicable).

To the maximum extent permitted by law, we provide Products "as is" consistent with handmade production.

Everlou is not liable for indirect, incidental, special, or consequential losses.

Nothing in these Terms limits any rights you may have that cannot be excluded under applicable consumer law.

Our use of your personal data is governed by our Privacy Policy (or the privacy disclosures presented at checkout/order intake).

Unless your local consumer law requires otherwise, these Terms are governed by the laws of England and Wales, and disputes will be handled in the courts of England and Wales.

For questions about orders, customization, or these Terms, contact us through the methods listed on our website contact page.