Welcome to the Trail Keepsakes FAQ
Here you’ll find answers to the most common questions about the products, the ordering, shipping, and digital downloads.
If something isn’t covered here, feel free to browse your order confirmation or Etsy messages before reaching out — most details are included there.
About Trail Keepsakes
Trail Keepsakes makes ceramic mugs and ornaments for the routes people have walked. The idea is simple: bring a bit of the trail into everyday life.
Both domains belong to the same shop. The .eu site serves EU customers, while .com is for international buyers. Prices and checkout options adjust automatically to your region.
Our products are designed in France and printed close to you whenever possible. We collaborate with print partners in the EU, UK, USA, and Canada to reduce shipping distance, fees, and delivery time.
We currently ship to most countries in Europe (including the UK, Norway, and Switzerland), the USA and Canada.
Ordering
Everything happens on the product page itself.
On an ornament: choose the variant, then enter the year you walked the trail — or NONE, to leave the year off.
On a mug: three fields, all of them optional, printing as four lines. The labels — distance and elevation gain, the dates, a line of your own — are suggestions; what goes on them is up to you.
On either, choose the photo variant to send a picture of your own instead of the watercolor artwork. Tick the two boxes and add it to the basket.
A photo order is placed in the design by hand, and you get a proof before anything goes to print.
On a photo order, yes. Your picture is placed in the design by hand, and you get a proof before anything goes to print.
Watercolor orders go straight to print — the artwork is fixed, and what you see on the product page is what arrives.
There is no spell check on those fields, so please read your entry back before you order. It is printed exactly as typed — names, dates, numbers and units included.
On the day you order, yes — get in touch straight away and it can still be changed. After that the order has gone to production and nothing can be altered.
Production, Shipping & Delivery
Getting your keepsake ready to print usually takes 2 to 6 business days.
Most of that range is not on my side. If I need something from you, a mockup to approve or a choice to make, the clock waits for your answer, and if you are in North America one of us is often asleep while the other is working. If a photo needs a different crop, or if a detail in your order is unclear, I will ask you before anything goes to print rather than guess. The quicker you come back to me, the quicker it moves.
A custom design takes longer, and how much longer depends on how quickly the two of us settle it between us.
Printing usually takes up to 2 more business days. Then it goes in the post, and how long that takes depends on where you are, see the next question.
From your order to your doorstep, allow 2 to 3 weeks for the EU, the UK, the USA and Canada, and longer everywhere else. These are usual times, not a guaranteed arrival date: printing and post are not in my hands.
In the weeks before Christmas nothing is usual, in production or in the post. If your keepsake is a Christmas present, order earlier than you think you need to, and have a look at the printable card insert under Gifts & Packaging.
Typical delivery times:
- EU / UK: 3–7 business days
- USA / Canada: 4–8 business days
- Other regions: up to 20 days
Shipping is calculated automatically at checkout based on your location and the products in your cart.
Because items are printed and shipped from different facilities, combined orders (for example, a mug and an ornament) may have separate shipping charges.
Locally, whenever possible. Orders are fulfilled in the region closest to you — EU orders in France or Poland, US orders in the USA, Canadian orders in Canada.
Yes, all physical products ship with tracking.
Returns, Cancellations & Damaged Items
Custom products can be cancelled only before production begins. Please contact us quickly if you need to cancel.
Please send clear photos within 7 days of delivery. We’ll review the issue and arrange a replacement whenever a printing error or damage occurred.
Because each order is made to your specifications or delivered instantly, it falls under EU rules that exclude withdrawal once production or download starts.
Please send clear photos within 7 days of delivery. We’ll review the issue and arrange a replacement whenever a printing error or damage occurred.
Milestone Keepsakes (Ornaments & Mugs)
A mug or an ornament for one route you have actually walked. On an ornament: the trail name, its outline and the year — or no year at all. On a mug there are three fields you fill in yourself, printing as four lines, and any of them may be left blank.
Ornament: one field — the year you walked the trail, up to five characters. NONE leaves the year off altogether. The trail name and its outline are part of the design.
Mug: three fields, all of them optional, and they print as four lines. The first field is split into two short lines of twelve characters each — that is where distance and elevation gain usually go. The other two hold up to forty characters and print as one line each. The labels are suggestions: use them for whatever belongs on your mug, or leave any of them empty.
On either, the photo variant replaces the watercolor artwork with a picture of your own.
Yes. Choose the photo variant of a Milestone Keepsake and upload your picture on the product page. You will receive a proof before it goes into production.
Yes — they’re made of durable white ceramic and printed on both sides, finished with a gold cord for hanging.
The artwork is permanently sublimated into the surface — it won’t peel or fade under normal conditions.
Yes. One small gold cord is included with every ornament.
Payment & Security
We accept major credit cards, PayPal, and local payment methods depending on your country.
Yes — payments are processed through Shopify’s encrypted gateway. Your card details are never shared with us.
For EU orders, all taxes are included. Customers outside the EU may be subject to customs duties depending on their country’s import rules. Products printed and shipped within your country do not have import fees.
Prices automatically adjust to your region and currency.
Gifts & Packaging
Yes. You can enter a recipient’s shipping address at checkout.
Ask me, and I will make you a printable card insert.
Once your design is finished and has gone to print, I can build a card from your actual design: a PDF showing your keepsake, a frame to choose from, and lines for a handwritten note. It comes with cut marks. You print it, cut it out, and the person has something in their hands on the day. The keepsake itself follows.
Two things to know. I make these by hand and only when you ask for one, so it is not part of every order. And I can only make one once your design has gone to print, not before. From that point it takes up to 24 hours.
There are four frames for the year and four for Christmas.
No gift wrapping, and there is no message field at checkout.
If the gift is tied to a date, the printable card insert above is the thing that helps.
No, our shipments don’t include printed invoices with prices.
Contact & Support
You can reply to your order confirmation email or use the contact form on our website.
We usually respond within one business day, Monday to Friday.
Please message us directly through Etsy’s internal system so we can access your order details.
We’re happy to discuss custom variations if they fit within our product range. Just send a message before ordering.
Can't find your questions?
If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.