Welcome to the Trail Keepsakes FAQ
Here you’ll find answers to the most common questions about our products, personalisation, 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 creates meaningful keepsakes inspired by hiking — personalised ceramic ornaments and mugs. Our aim is to bring a touch 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.
Orders & Personalisation
Click “Make it yours here” on the product page. A window opens with text fields (and image upload if available). You’ll see a live preview of every change:
- Ornaments: realistic product mockup.
- Mugs: wraparound design preview (not a photo); the preview shows butterfly watermarks that are not printed.
Your settings are saved when click "add to cart" and the window closes. You have to agree to the terms and click add to cart on the product page to send it to the cart effectively.
Print files are created exactly from what you set in the customiser.
You already do, inside the customiser:
- Ornaments show a realistic product preview.
- Mugs show the design layout only (no separate mug photo mockup).
We don’t generate extra mockups.
The fields include a basic spell check, but it isn’t perfect. Please proofread carefully (names, dates, numbers, units). We print exactly as entered in the customiser.
Edits are only possible before production starts. Because we print from the settings you saved in the customiser, there’s no manual proofing step on our side. If you spot an issue, contact us immediately.
Once the order is sent to production, changes are no longer possible.
Production, Shipping & Delivery
Production time depends on the item type:
- Keepsakes & mugs: usually 2–4 business days
- Digital items: instantly available or within 2 days for custom versions
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.
Digital products, of course, don’t have any shipping costs — they’re delivered via download anywhere on the world after purchase.
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 personalised ornament or mug that celebrates a trail you’ve hiked — with distance, year, or your own words. A small daily reminder of big miles.
Click “Make it yours here” on the product page. A window opens with text fields (and image upload if available). You’ll see a live preview of every change:
- Ornaments: realistic product mockup.
- Mugs: wraparound design preview (not a photo); the preview shows butterfly watermarks that are not printed.
Your settings are saved when click "add to cart" and the window closes. You have to agree to the terms and click add to cart on the product page to send it to the cart effectively.
Print files are created exactly from what you set in the customiser.
Yes. This personalisation is possible for the customizable variants of the Milestone Keepsakes. You will receive a mockup of photo ornaments before they go 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.
We do not have gift wrapping or message options at the moment. We plan to add more options over time.
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.