Frequently Asked Questions
We know your keepsake is more than just an item — it's a memory. Below are answers to our most frequently asked questions. If you don’t see what you need, we’re always happy to help.
Frequently Asked Questions
We know your keepsake is more than just an item. It is a memory. Below are answers to our most common questions. If you don’t see what you need, we are always happy to help.
💌 Ordering and Custom Process
Q: How do I start a custom keepsake order
A: Place your order through our Etsy shop. After checkout you will receive an email with shipping instructions and what to include in your package.
Q: What can you create from my dress
A: We create bridal keepsakes made from your dress such as ornaments, resin pieces, frames, shadow boxes, hair combs and clips, scrunchies, lockets, charms, and other custom heirloom designs. If you have an idea not listed, email us and we will tell you what is possible.
Q: Do you offer personalization
A: Yes for select items. If personalization is available on your item you will choose it at checkout and we will contact you if we need any clarification.
Q: Will my keepsake look exactly like the photos
A: Each piece is one of a kind because every dress is different. We follow your selections and style direction while letting your lace and details lead the design.
📦 Shipping and Materials
Q: How do I send my dress or fabric to you
A: After you place your order you will receive an email with simple packing and shipping instructions and our mailing address. We strongly recommend shipping with tracking and keeping your tracking number until you receive our received and logged email.
Q: Do I need to send the entire dress
A: Not always. Some items only require select sections. That said, we recommend sending the full dress whenever possible so we have the best selection of lace and details to create the most beautiful result.
Q: What if my dress has stains, yellowing, or delicate fabric
A: That is more common than you might think. We work carefully with real garments and vintage textiles. If a fabric is too fragile or not a good fit for your chosen design we will reach out with the closest alternatives.
Q: What if my package is lost on the way to you
A: You are responsible for shipping your materials to us. We are not responsible for packages lost or damaged in transit. This is why we strongly recommend tracking and insurance for irreplaceable items.
⏳ Timelines and Fulfillment
Q: How long will my keepsake take
A: Most orders are completed within 4 to 6 weeks from the date your materials are received and logged into our system. We will email you when your package arrives and again when your keepsake ships with tracking.
Q: Do you offer rush orders
A: Rush may be available depending on workload and the item. Message us before ordering and we will tell you what is realistic.
🤍 Partnership with The Emma and Evan Foundation
Q: What is your partnership with The Emma and Evan Foundation
A: Old Soul Bridal creates keepsakes in partnership with The Emma and Evan Foundation. A portion of every purchase supports their mission serving families and hospitals through bereavement care and NICU milestones.
Q: Can I donate the remainder of my dress after my keepsake is complete
A: Yes. After your keepsake is complete you can choose to have the remaining fabric returned to you or donated to The Emma and Evan Foundation.
Q: What happens to the donated remainder
A: Donated materials may be used at the Foundation’s discretion to support their programs. Materials can be cut and repurposed for mission related items.
Q: Do I get a donation receipt if I donate the remainder
A: Yes. The Emma and Evan Foundation can provide an in kind donation acknowledgment for the remaining materials they receive. No dollar value is assigned.
Q: Do I have to donate the remainder
A: No. Donating is optional. If you prefer, we can return meaningful remaining pieces when available.
Q: If I choose return, how does return shipping work
A: We will prepare your remainder package, obtain the shipping cost, and email you an invoice for return shipping. Remainders ship after the invoice is paid. Depending on the item and materials there may be little to no meaningful fabric remaining to return.
💳 Payment and Policies
Q: Where do I place my order
A: All purchases are completed through this website where you can securely check out and view item details.
Q: Do you offer returns or exchanges
A: Because keepsakes are custom made all sales are final. If we made an error, we will make it right.
Q: My order arrived damaged. What do I do
A: Contact us within 48 hours of delivery with photos of the box all sides, packing materials, and the item so we can help