All our keepsake gifts are bespoke/personalised truly for you, we can only accept a cancellation of an order if we have NOT STARTED the personalisation process. So if you feel at any point after ordering that you would like to or need to cancel then please CONTACT us IMMEDIATELY.
Providing we have NOT started the personalisation process we will happily accept your cancellation request and refund any payment made. Please be aware though, that we strive to complete orders as soon as possible after receipt and are proud of our reputation of despatching items quickly and efficiently.
Despatch and Delivery
Our aim is to post all orders within 1 – 3 business days after receiving cleared payment, by Royal Mail (1st Class), My Hermes OR Airmail Small Packet. Please be aware we ONLY despatch orders following receipt of your payment via Paypal.
Please ensure you provide us with the correct delivery address including the post code.
Actual DELIVERY times – which are out of our control - may vary, especially during peak periods. You will receive an email from Paypal to confirm we have actually posted your order. Once posted, we can only leave it to Royal Mail and your local delivery network to deliver as soon as possible.
Where delivery has been attempted and the addressee has not collected the package or rearranged delivery promptly, the package may be returned to us. This may also occur if an incorrect delivery address has been provided. In these cases, we can resend your order at a pre-agreed cost.
Because our personalised keepsake gifts are individually made for you and bespoke in nature, our refund/ return policy does not apply unless the item is faulty, arrives damaged or an error has been made on our part in not carrying out your order request correctly. This does NOT affect your statutory rights. To receive a refund or replacement under the terms of the above paragraph, please advise us as soon as possible after RECEIPT of the item if there is ANY problem. By alerting us of any problems immediately we will be in a better position to replace this important made to order item for you.
We may require an email with a photograph attachment, showing our error or the fault/ damage to the goods, which is a speedy low cost alternative to you returning the keepsake. Once we have received the photo email we will contact you to agree appropriate action in resolving the issue.
If however YOU decide to return the keepsake by post, without us requesting you to do so, we will NOT refund the return postage. If WE require any keepsake that there is a problem with, to be returned to us, we will advise you AND supply you with a prepaid return package free of charge.
Any information you provide will never be shared, rented, sold, or traded to any other party and is only used for the purpose you intended. We treat your details as personal and confidential.
No financial information is held by us. All shopping transactions are processed using PayPal and no credit/debit card details are sent to us. PayPal uses secure encryption so your details are protected.
We accept no liability for consequential loss and can only be held liable for loss up to the cost of the product(s) purchased.