Ordering & Delivery

Delivery Costs

Delivery costs are determined by combined weight and size of all items you have ordered, along with the service you choose.

The services we use are:

  • Royal Mail Standard 2nd Class (3-4 working days) £3.99
  • Royal Mail Tracked 24 (Next Day) (certain items only) £5.95
  • Interlink Next Day Service (Next working day) £9.99
  • Interlink Saturday £16.99 (within 1hr delivery window)

Please note, in some instances we only offer Interlink Courier Service to ensure the most cost effective and safest delivery solution for this particular product.

ORDERING

All orders are dealt with swiftly, for none bespoke & personalised stock items we aim to send your order out within 24 hours (Monday to Friday).

Only orders received before 13.00 are available for our Next Day Delivery Service. 

On completion of your order you will receive an order number – please make a note of this reference in case you do not receive an email confirmation.  An email confirmation will be sent following every order therefore please ensure that your email address details are inputted correctly. Our acceptance of your order confirms a legally binding contract between us.

STITCH & UPCYCLE ITEMS - IMPORTANT INFORMATION, PLEASE READ BEFORE SENDING ANYTHING TO US.

We wholly understand the value to you of your original items you send to have keepsake items created and we promise to take the very best care of them once they are in our possession. However so that we can deliver the very best possible service, protect your items and safely create a new item for you to love, please read the following advice carefully.

We will advise you on the optimum number and size of items you need to provide for each keepsake item. It is your responsibility to provide the right number of suitable clothes thereafter. 

It is your responsibility to ensure that all clothes are in a sufficiently good condition for re-stitching together.  If clothes are worn out when we receive them we reserve the right to refuse to use them, however we will always contact you via email to advise you and you may wish to sent alternative or additional items. You will be responsible for any additional postage costs.

Our seamstress is extremely talented and will use her creativity to use the items in the format and design she sees bests fits. However, if you have items that you specifically want placing in a certain way or you have a favourite item you wish to be highlighted in its new usage, you must make this clear when you send the items to us. It would be most ideal enclose a note with the clothing, or better still pinned to any specific item. We will endeavour to deliver you wishes however we can’t always guarantee that we will be able to fulfil all requests. We will contact you via email to advise you if not.

If you are in any doubt about the number of items required, the condition, type of fabric or have any other questions please contact us via email before you send them. 

Please, please take note of this. We cannot be responsible for any of your items lost in the post on their way to us and we therefore recommend that you send all clothes recorded delivery.  Please check the weight and therefore postage/courier costs of any heavy items first, i.e. beaded wedding dress.

The address to send your items to is:  The Lovely Keepsake Company, The Stone House, 18 Monckton Rise, North Newbald, York, YO43 4RX.

As any new keepsake item created is wholly dependant on the original items sent to us and their quality, we cannot guarantee that your keepsake will look identical to the photographs on our website.  You will notice that all our bears in your photographs all have slightly different faces and sitting positions which we think makes them unique and adorable.

Please ensure you check all personalisation details such as Name or Date Of Birth as this cannot be rectified after the item is created.

We reserve the right to use an image of your item for our own marketing purposes and in placing your order you give us permission to do this.

These Stitch & Upcycle keepsake products are not toys and must not be left around for use by children. They are not intended for use by persons under the age of 14 and are not CE marked.

NEXT STEPS

Step 1.  Choose your items carefully and check our guidelines

Step 2. Ensure your personalisation text is correct

Step 3. Carefully pack up your items, ideally in a waterproof postal bag and include a print out of your email notification that includes your order number.

Step 4. Send your package to the address above preferably recorded delivery with proof of delivery. 

Step 5. Look out for our return email confirming we have received them!

HAND DRAWN ILLUSTRATIONS - IMPORTANT INFORMATION, PLEASE READ BEFORE SENDING ANYTHING TO US.

Your Illustration will be a hand drawn black & white sketch of the property/person/people and not a computer generated image.  It will however have been scanned and cleaned up on a computer i.e. rough lines and marks from artist removed and then printed out onto 200gsm art paper. This ensures optimum quality output.

Please send us the best possible photograph of the property/person/people to help us provide the best possible illustration.

We are able to add/remove aspects of the image of a property e.g.: cars, gravestones, hedging, and we won’t include temporary inclusions on the image such as wheelie bins, milk bottles or litter (unless you specifically stipulate you want them to remain).

We will sketch the exact view from the photograph (i.e. the same perspective) that you send and we can only sketch what we see from the photo provided and we cannot include ‘character’ to the image. The final illustration is wholly dependent on the property/person/people included on the image sent and the quality of the image sent and we cannot guarantee your illustration will look exactly like the photographs on our website.

We will not replace a sketch or piece of artwork where it does not exactly match the example photograph on the website.

Any amend or redraft can be done if you contact us within 48 hours of receipt and at a cost of £20.00.  The amended artwork will be posted to you in a postal tube.

Please ensure you check all personalisation details such as Title or Date as this cannot be rectified after the drawing is created without incurring the amendment charge.

We reserve the right to use an image of your item for our own marketing purposes and in placing your order you give us permission to do this.

Dispatch

We sell a wide selection of products unique to our customers with many of our bespoke and personalised items manufactured by our team of specialists. The despatch time is clearly stated against each product. We are not able to offer Next Day Delivery on bespoke or personalised products, unless stated.

If for any reason we are unable to deliver the item in the time stated we reserve the right to advise you and will aim to do so within 48 hours of order.

Please let us know if you have a tight deadline as we may be able to prioritise your order and help you meet your deadline. Please call us rather than email and we will do our very best to help.

All payments must clear before we can send your order, we will inform you if there are any delays.

DELIVERY

Orders can be delivered Monday - Saturday inclusive.

Delivery Address

We will deliver the products ordered by you to the address you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items that have not been received. Please check all delivery address information you give us carefully.

As the majority of products will not go through the letterbox please try to ensure that someone is at the address given, if this is not possible, then put a delivery address, such as work or a relative's address into the shipping details where someone can receive the package.

Delivery Options

Postage and Packaging

Our postage & packing rates are based upon weight:

We reserve the right to send any parcel out by the best service possible we see to ensure they arrive with you safely.

Many of our smaller products are dispatched via Royal Mail  and will still maintain the standard delivery status.
 We reserve the right to select an appropriate delivery service in order to delivery your item via express delivery. 

We currently do not deliver outside the UK, Southern Ireland or the Islands of Scotland.  Please do get in touch with us however is you have a specific request.  We will be revisiting our delivery options in the near future.

Delivery Times

Our estimated delivery times are as per the Royal Mail and Interlink. We cannot personally guarantee or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

Non Delivered Goods

If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item.

We also reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail.

Please note that in the unlikely even if an item being lost in transit, we will not be able to issue you with a refund until we have too been reimbursed by the courier used to deliver your item.

Re-orders

In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.