Refund policy
Last updated: June 24, 2026
Every LOS MOMENTOS journal is made to order and personalized using the information submitted at checkout. Please review all names, dates, colors, quotes, and other personalization details carefully before placing your order.
Personalized Items
Because our products are customized specifically for each customer, personalized journals and keepsakes are considered final sale.
We do not accept returns, exchanges, or refund requests for:
- Changes of mind
- Incorrect names, dates, colors, quotes, or other details entered by the customer
- Ordering the wrong product or option
- Minor color differences between a screen and the finished printed product
- Normal variations associated with printing and manufacturing
- The small production barcode printed on the back cover
Order Changes and Cancellations
Changes to personalization, shipping information, or other order details must be requested within 24 hours of placing the order.
To request a change or cancellation, contact us with your order number and the requested update.
We will do our best to accommodate your request, but changes and cancellations cannot be guaranteed once production has begun. After the 24hour window, or once an order has entered production, it may no longer be changed or canceled.
Damaged, Defective, or Incorrect Orders
Your purchase is protected by the Los Momentos Made-Right Promise.
If your order arrives:
- Damaged
- With a manufacturing defect
- As the wrong product
- With a personalization mistake made by Los Momentos
- With an item missing from the order
Please contact us within 30 days of delivery.
Include:
- Your order number
- A description of the issue
- Clear photos showing the product and the problem
- A photo of the packaging, if the item was damaged during shipping
After reviewing the issue, we will provide an appropriate replacement or refund. Please do not return or mail the product back unless we specifically ask you to do so.
Customer-Submitted Personalization Errors
We create each product using the information submitted during checkout. Complimentary replacements and refunds are not available when an order was produced correctly using customer-submitted information that contained a spelling, wording, date, color, or selection error.
If you notice a mistake after ordering, contact us within 24 hours. We may be able to correct it if production has not yet begun.
Color Variations
Colors may appear slightly different depending on your computer, phone, tablet, display settings, and the printing process.
Small differences between the screen preview and the finished product are normal and are not considered manufacturing defects.
Refund Processing
Approved refunds will be issued to the original payment method. Once a refund has been issued, the time required for it to appear in your account will depend on your bank, card issuer, or payment provider. Original shipping charges are generally nonrefundable unless the refund is related to an error made by Los Momentos, a damaged item, or a confirmed manufacturing defect.
Contact Us
To report an issue or request assistance, please use our website contact form. Include your order number and the email address used at checkout so we can assist you as quickly as possible.