FAQ

1.How does the Photo Projection technology work?

Our projection jewelry features a micro-engraved lens. You can view your hidden photo in three ways:

  • Peek Inside: Hold the pendant close to one eye and look through the convex side of the stone.

  • Use Your Camera: Open your phone’s camera app and press the lens against the front of the pendant; the image will appear on your screen.

  • Project It: In a dark room, shine your phone’s flashlight through the back of the stone to project the image onto a wall or flat surface.

2.What are the photo requirements for a clear image?

For the best results, please ensure your photo is:

  • High Resolution: Clear, unblurred original files work best.
  • Centered: Since the projection lens is circular, ensure the subjects are centered to avoid being cropped.
  • Well-Lit: Photos with good lighting produce the brightest projections.

Can I change the photo later?

  • Projection Series: No. The photo is micro-engraved into the stone using precision technology and cannot be swapped.
  • Locket Series: Yes. Our photo lockets (necklaces and bracelets) are designed to be opened so you can manually replace the physical photo inside.

3. Materials & Durability

What materials do you use?

We use high-quality, hypoallergenic materials to ensure your keepsakes last:

  • Medical-Grade Stainless Steel: Highly resistant to rust, tarnish, and daily wear.
  • Plating: We offer 18K Gold, Rose Gold, and Silver finishes.

4.Is the jewelry waterproof?

While our materials are durable, we recommend removing your Emotion Keepsake pieces before showering, swimming, or exercising. Exposure to harsh chemicals (perfumes, soaps, chlorine) can damage the plating and fog the projection lens over time.

5. Shipping & Production

How long does it take to receive my order?

Each item is custom-made to order.

  • Production Time: 3–5 business days for engraving and assembly.
  • Shipping Time: Standard shipping typically takes 7–12 business days depending on your location.

6.Do you ship internationally?

Yes! We bring memories to life for customers all over the world. Shipping costs and delivery times will be calculated at checkout.

7. Troubleshooting & Maintenance

Why does my projected image look upside down or blurry?

  • Upside Down: If you are projecting onto a wall, try rotating the jewelry 180 degrees.
  • Blurry: Ensure the lens is clean. Use the provided microfiber cloth to gently wipe away fingerprints or dust. Also, ensure you are projecting onto a flat, white surface in a dark room.

8.How do I clean my jewelry?

Use a soft, dry microfiber cloth to polish the metal and the lens. Do not use chemical jewelry cleaners, as they can interfere with the micro-engraved image.

9. Returns & Exchanges

Can I return a custom item?

Because each piece is uniquely personalized with your own photo, we do not accept returns or exchanges for change-of-mind. However, if your item arrives damaged or there is a mistake in the customization, please contact us within 48 hours of delivery.

10.What if I uploaded the wrong photo?

Please contact us at service@emotionkeepsake.com within 6 hours of placing your order. Once our production team begins the engraving process, we can no longer change the image.

11. Gifting

Does the package include a receipt?

We know many Emotion Keepsake items are gifts! We do not include price tags or invoices in the package. All receipts are sent digitally to the buyer’s email.

12.Do you offer gift packaging?

Yes, all our necklaces, bracelets, and ornaments come in a signature Emotion Keepsake gift box, ready for presentation.

Still have questions? Contact our support team at service@emotionkeepsake.com and we will get back to you within 24 hours!