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Frequently asked questions

How do I start making my Lovestills™ Keepsake?

Choose your Lovestills™ Keepsake from our Create Now Page. Customize your keepsake via the online shop, upload your high-resolution images via a Dropbox link and make payment online or offline. You will receive first draft of your keepsake layout ( if layout is required ) within 48 hours for your review. Once you approve the layout, our master craftsmen will start to handcraft your customized wedding photo album, photo book, celebration case or canvas print. It will take an average of 3 -4 weeks ( A wise man once said: good things takes time ). Canvases & celebration cases will take an average of 2 weeks. A notification will be sent to you when your Lovestills™ Keepsake is completed and on its way to you.



Can I make changes to my Lovestills™ Keepsake after my order is placed?

Once payment is made, you can only make changes to the interior layout of the keepsake. All other customizable elements will not be able to be changed or edited. Once final layout is confirmed, you will not be able to make any further changes. Please double check your design, images, etc before confirming final layout.



What type of images should I upload? And how many should I use?

To capture your moments in the best possible way, we highly recommend you use only high resolution originals which should be several MB in size. Let your photographers know that you are using this for wedding photo album printing and they should be able to send the correct versions to you. Depends on the keepsake you are creating. For the Timeless Photo Album with a standard set of 20 pages ( 10 Spreads ), we recommend a range from 25- 45 images for optimal viewing pleasure. For the Signature Photo Book with a standard set of 40 pages ( 20 Spreads ), we recommend a range from 50- 80 images for optimal viewing pleasure. For the Classic Canvas and Celebration Case, just one selected image per keepsake will do.



What is your return policy?

At Lovestills™, we take great pride in crafting beautiful keepsakes you will cherish over your lifetime. As our products are largely crafted by hand, occasionally, as humans, we don't get it 100% right. If you are not entirely satisfied with the quality of your order, please contact us within 48 hours of receiving your order. If your purchase is not satisfactory due to our mistake ( such as a defect in the workmanship or damage incurred in transit ) we will replace it as soon as we are able, at no further cost to you. Depending on the defective issue with your product, we will request you to ship the product back or provide photographic proof of the production error or defect. Should your order be damaged during shipping, please keep the original packaging as it will be needed for claim to the shipping company. As our keepsakes are customized one-of-a-kind products personalized by you, we are unable to refund your order for instances ( after final artwork approval ) such as but not limited to:
- Typos and spellings errors
- Poor image quality
- Layout errors or missing images
- Product customization mistakes ( ie. product type, size, style or cover choices )
- Color differences between your home computer and our professionally calibrated printing systems. We calibrate systems to ensure the accuracy of color. E- Gift Cards are non-refundable.

Please send us an email at hello@lovestills.sg including your order number and photo of defect or shipping damage. Please allow 1-2 working days for us to contact you Please also refer to our Terms & Conditions for more details.



What are your shipping charges?

We currently offer complimentary shipping of all Lovestills™ Keepsakes within Singapore for orders above SGD 500. We offer a flat rate of SGD 15 for delivery of orders to any one location within Singapore. For international orders, shipping charges will be determined on a case by case basis. Don't be a stranger and drop us a note at hello@lovestills.sg if you are interested in our keepsakes.



Is there any logo on my Lovestills™ Keepsakes?

No. It is entirely logo free, as we believe that your keepsakes should be all about your moments and your memories. You can however, choose to customize your keepsakes to have your own namesakes on them.



What are your opening hours?

We are open to receiving email or Facebook enquiries 24/7. We try our level best to respond to all requests within 48 hours. For urgent enquiries you can always reach us via whatsapp (+65 8751 9951) within normal waking hours. If we don't respond immediately, we might be on urgent business.



What forms of payment do you accept?

We currently accept all major credit cards via Paypal's payment gateway, electronic Gift Cards and also bank transfers and PayNow via offline payment means.



What is your policy for Lovestills™ issued E- Gift Cards?

1. Purchasing and Using Gift Cards. Lovestills™ offers E-Gift Cards that can be purchased and redeemed through the Lovestills™ website (www.lovestills.sg). Purchasing or using E-Gift Cards establishes acceptance of the Lovestills™ Terms and Conditions, including these terms and conditions. You may not purchase or redeem a gift card without having access to the Internet. E-Gift Cards are purchased in an electronic format which provides a gift code containing a redeemable monetary value, credited to an order when entered during the checkout process. 2. Limitations. E-Gift Cards may be redeemed through the Lovestills™ website only. E-Gift Cards are non-refundable. E-Gift Cards may not be used toward previous purchases. Every permitted purchase made with a E-Gift Card, plus applicable costs, such as shipping and handling and taxes, is deducted from the E-Gift Card credit. Each E-Gift Card has a one time use unique code which is not re-usable. If any purchase exceeds the Gift Card balance, the excess amount must be paid with another payment method accepted on the Lovestills™ website. E-Gift cards cannot be used to purchase other gift cards or certain other items as specified on the Lovestills™ website. 3. Expiration Date. E-Gift Cards have an expiration period starting from the day of purchase and ending 9 calendar months after. The expiration date will be stated on the E-Gift Card. 4. Restrictions. E-Gift Cards cannot be reloaded or recharged, and multiple E-Gift Cards cannot be combined for the same purchase. E-Gift Cards cannot be used to purchase other gift cards. E-Gift Cards may not be transferred for value, resold redeemed for cash or checks, and cannot be transferred to credit card accounts or accounts of other means of payment. If applicable law requires us to redeem E-Gift Cards for monetary value Lovestills™ reserves the right to pay by any means we choose (cash, check, et cetera). 5. Fraud. If we believe that an E-Gift Card is used, redeemed or obtained fraudulently, Lovestills™ reserves the right to reject the redemption or use of the Gift Card, bill alternative forms of payment, terminate the applicable account, and/or take available legal actions. 6. Risk of Loss. The risk of loss and title for E-Gift Cards pass to the purchaser upon purchase. . You can report misused E-Gift Cards by contacting our help center, but we are not responsible if any E-Gift Card is lost, stolen, destroyed or used without your permission.



How should I care for my Lovestills™ Keepsake?

Like a treasured piece of your memory. We have a few simple tips on storing your keepsake away from direct sunlight, keeping it away from moisture, and more over at our Care Guide.