Returns & Refunds Policy

At The Keepsake Company, almost everything we sell is made especially for you. Because of that, our returns policy works a little differently to a standard high-street shop — so please take a moment to read this page before you order, and again before you send anything back to us.

This policy sits alongside your legal rights as a consumer in the United Kingdom. Nothing here takes those rights away.

The short version

  • Personalised and made-to-order items cannot be returned or refunded unless they are faulty, damaged or not what you ordered.
  • Standard, non-personalised stock items can be returned within 14 days of delivery, provided they are unused and in their original condition and packaging.
  • You must contact us first. We cannot accept or process any return that arrives without being agreed in advance.
  • Faulty, damaged or incorrect items are always our responsibility — we will put it right at no cost to you.

1. Personalised and made-to-order items

Any item that is personalised, customised, engraved, printed, embroidered, hand-finished or otherwise produced to your specification is non-returnable and non-refundable. This includes, but is not limited to, items featuring names, dates, initials, messages, photographs, custom colours, custom sizing or any other detail chosen by you.

This is not us being awkward. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply to goods that are made to a consumer's specification or are clearly personalised. Once we begin work on your item, the materials and the labour are committed to your order alone and the piece cannot be resold to anyone else.

Please check your details carefully before you order. Spellings, dates, names and layout choices are reproduced exactly as they are entered at checkout. We are not able to offer a refund or a free replacement for a personalisation error made at the point of ordering.

If you spot a mistake, contact us immediately. If your order has not yet entered production we will do our very best to amend it free of charge, but we cannot guarantee this — many items go into production within a few hours of being placed.

2. Items we can accept back

Standard, non-personalised items held as stock may be returned for a refund if all of the following apply:

  • You contact us to request a return within 14 days of receiving your order.
  • The item is unused, unworn and in fully resaleable condition.
  • All original packaging, tags, labels, protective wrapping, boxes and any free gifts are included.
  • The item is returned to us within 14 days of your return being approved.

If you are not certain whether your item is made to order, ask us before you buy and we will tell you honestly.

3. Items we cannot accept back

In addition to personalised and made-to-order goods, we are unable to accept returns on:

  • Items that have been used, worn, washed, altered, assembled or displayed.
  • Items returned without their original packaging, or in packaging so damaged that the item can no longer be sold.
  • Sealed items where the seal has been broken, for reasons of hygiene or safety.
  • Perishable goods and consumables.
  • Gift cards and digital products.
  • Items returned to us after the timescales set out above.
  • Items sent back without a return being agreed with us first.

4. How to start a return

Every return must be agreed with us before it is sent. Parcels that arrive unannounced cannot be identified against an order, cannot be processed, and may be returned to sender at your cost.

To begin, get in touch through our contact page and include:

  • Your order number.
  • The item or items you wish to return.
  • The reason for the return.
  • Clear photographs, if the item has arrived faulty, damaged or incorrect.

We aim to respond within 2 working days. If your return is approved we will confirm this in writing and give you the correct return address and any instructions specific to your item. Please do not send anything back until you have that confirmation.

5. Return postage and packaging

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.

Please pack the item as carefully as we packed it for you. Until it reaches us safely the item remains your responsibility, so we strongly recommend using a tracked and insured service and keeping your proof of postage. We cannot issue a refund for a return that is lost or damaged on its way back to us.

Original delivery charges are non-refundable, except where the entire order was faulty, damaged or incorrectly supplied.

6. Refunds

Once your return arrives we will inspect it and email you to confirm the outcome. Where a refund is due, it will be issued to the original payment method used at checkout.

Refunds are normally processed within 5 working days of the item being received and approved. Depending on your bank or card issuer, the funds can take a further 3 to 10 working days to appear in your account.

If a returned item arrives used, damaged or incomplete, we reserve the right to reduce the refund to reflect the loss in value, or to decline the return and send the item back to you.

7. Exchanges

The quickest way to obtain a different item is to return the original for a refund, where eligible, and place a new order. If you would prefer a straight exchange, mention it when you contact us and we will let you know whether it is possible for your particular item.

8. Faulty, damaged or incorrect items

If something arrives faulty, damaged in transit, or is simply not what you ordered — including a personalised item that does not match the details you supplied — we will always put it right.

Please contact us within 14 days of delivery with your order number and photographs of the item and its packaging. We will arrange a repair, a replacement or a full refund, including any postage costs you have paid, and we will cover the cost of returning the item to us.

Small natural variations in handmade and hand-finished pieces — slight differences in grain, tone, texture or finish — are a feature of the way our items are made and are not considered faults.

9. Orders lost or delayed in transit

If your order has not arrived within the expected timeframe, contact us and we will investigate with the carrier. Please allow the carrier's full search period to elapse before we can declare a parcel lost and arrange a replacement or refund.

It is your responsibility to provide a complete and accurate delivery address. We are not able to refund orders that are undeliverable, refused or lost as a result of incorrect address details.

10. Cancelling an order

If you need to cancel, contact us as soon as possible. Orders that have not yet entered production can normally be cancelled in full. Once a personalised or made-to-order item has entered production it cannot be cancelled, as work and materials have already been committed to it.

11. Your statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, which entitles you to goods that are of satisfactory quality, fit for purpose and as described. Where those rights apply, they apply regardless of anything written above.

12. Contact us

If you have a question about this policy, or you are unsure whether your item can be returned, please ask before you order or before you post anything back. We would far rather talk it through with you first.

You can reach us through our contact page.

This policy was last updated on 24 August 2026 and applies to orders placed from that date.