Frequently Asked Questions

You can cancel your order within 1 hour of placing it. After this time, your order may have entered production and may no longer be eligible for cancellation.

If you need to change your photo, text, or other personalization, please contact us as soon as possible. Once production has started, changes may no longer be possible.

Please contact us as soon as possible if your address is incorrect. We cannot guarantee address changes after an order has been processed or shipped.

Select your preferred design, upload your photo or enter your personalization details, then complete your order according to the product instructions.

Yes. An order confirmation will be sent to the email address provided at checkout.

A personalized photo is placed inside the jewelry. Shine a light through the projection piece or use your phone's flashlight to reveal the hidden image.

Hold the projection jewelry close to your phone's flashlight or another light source and position it until the image appears clearly.

Clear, well-lit photos with the main subject visible usually produce the best results. Avoid very dark, blurry, or heavily cropped images.

The image is specially processed to fit the projection piece, so the final projection may have slight differences from the original photo.

A photo necklace displays your personalized image directly on the jewelry, while a projection necklace hides the image inside the piece for a more private and unexpected reveal.

Yes. You can personalize your jewelry with meaningful photos of loved ones, pets, couples, family, and other special memories, depending on the product design.

Personalized orders generally require 2–5 business days for production.

Standard shipping generally takes 7–15 business days after shipment.

Please allow approximately 9–20 business days in total, including production and standard shipping.

Yes. Once your order ships, tracking information will be sent to the email address provided at checkout.

We currently cannot guarantee delivery on a specific date. Shipping times are estimates and may vary depending on the carrier and destination.

Personalized products are generally not eligible for returns due to change of mind, personal preference, or incorrect personalization details provided by the customer.

Yes. Eligible non-personalized products may be returned according to our Refund Policy.

Please contact us as soon as possible with your order number and photos of the issue. We will review the problem and provide an appropriate solution.

Please contact us with your order details and photos. If the error was made by Carry Memento, we will work with you on an appropriate replacement or remake.

Clearance and final-sale products are not eligible for returns, cancellations, or refunds except where required by applicable law.

Materials vary by design and product. Please refer to the individual product page for specific material information.

Keep your jewelry away from harsh chemicals, perfumes, lotions, and prolonged exposure to water. Store it in a dry place when not wearing it.

For the best long-term appearance, we recommend removing your jewelry before showering, swimming, exercising, or entering water.

Available payment methods are displayed at checkout and may vary depending on your location and device.

Payments are processed through secure payment systems. Carry Memento does not directly store your full payment card information.

For questions about your order or product, please contact us at info@carrymemento.com. Please include your order number whenever possible.