FAQs
Does every Heldinside gift include a Digital VAULT?
Yes. Every Heldinside gift supports a Digital VAULT. After checkout, you can add supported videos, photos, an online-recorded voice message, and a personal note to the Digital VAULT connected to your order.
When do I add the Digital VAULT content?
After checkout. First personalize and purchase your physical gift. We will then guide you through creating the Digital VAULT connected to your order.
What can I add to the Digital VAULT?
You can add supported videos, photos, an online-recorded voice message, and a personal note. Current file formats, sizes, and quantity limits are displayed during setup.
How long will the Digital VAULT remain available?
The Digital VAULT remains available while the Heldinside Digital VAULT service is offered, subject to our Terms & Conditions. If the service changes materially, we will provide notice and any available instructions.
Do I need an app to open the Digital VAULT?
No. The recipient can scan the QR code with a smartphone camera and open the Digital VAULT in a mobile browser.
Can I update the Digital VAULT later?
Yes. You can edit, add, replace, or remove your Digital VAULT content whenever you want. Follow the access instructions provided during setup to return to your Digital VAULT.
Who can open the Digital VAULT?
The Digital VAULT is unlisted by default and is not designed to appear in public search results. Anyone with the QR code or unique link may be able to open it, so share access only with people you trust. Where available, an optional PIN can add another layer of protection.
What if the QR code does not scan or I cannot find the setup link?
Hold the phone steady, keep the full QR code visible, and reduce glare or light brightness if needed. If the code is damaged or the setup email is missing, check your spam and promotions folders, then contact support@heldinside.com with your order number and checkout email.
How does it work when I send the product as a gift?
After checkout, the buyer creates the Digital VAULT and adds the supported content. When the gift arrives, the recipient scans the QR code to open the unlisted page and view what was added.
Can personalized products be returned or exchanged?
Because personalized items are made specifically for you, they generally cannot be returned for a change of mind or an error in customer-submitted details. If an item arrives damaged, defective, or different from the approved personalization, contact us so we can review the issue and provide an appropriate remedy under our Refund & Replacement Policy and applicable law.