Returns

Returns Policy

We are confident that you will be happy with your purchase but if for whatever reason you wish to return your items you can take advantage of our 'no questions’ guarantee. If the item you have ordered is defective, or you have simply changed your mind then, provided that it is in its original condition and unpersonalised, you can return it to us for prompt replacement or refund within 7 days of delivery.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Bespoke or personalised products

Unless there has been an error on our part, or the item you purchased is defective or damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.

Please check all details you input carefully. Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.

What to do

Simply email us at returns@thelovelykeepsakecompany.co.uk indicating
- which item(s), the order number, your reason for returning the item, and
 whether you are seeking a replacement or refund.


If the item is returnable under our returns policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.

Please address any returned products to: Returns, The Lovely Keepsake Company, The Stone House, 18 Monckton Rise, North Newbald, York. YO43 4RX.

This returns policy does not affect your statutory rights.

 Returns postage

You have a duty of care for the products during the cancellation period in order for a refund to be given. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

We would suggest you obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.   We would also suggest that you check that the item is properly protected for its return journey, ideally in the protective packaging it arrived in.

Cost of return

The costs of returning goods will be paid by you (unless the item is damaged/faulty), in which case please include a postage receipt and we will refund this amount.

Damaged/Faulty Goods

Please check your goods immediately on delivery. If items do arrive damaged/faulty please let us know within 3 days and arrange to post them back to us. We will reimburse you these extra postage costs. If you do not inform us within 3 days, then we will have no liability for items said to be damaged/faulty on delivery.

Refunds and Replacements

For item(s) returned to us within 7 days of delivery with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by us within 14 working days of receipt of the returned items.

A refund will be made in the same form of payment that was used to make the initial purchase.



Refunds Payments

Refunds will be made within 30 days of a refund being agreed.

Your rights to return the goods to us will not apply in the following circumstances:

  • Any products that we have made, personalised or customised specifically for you
  • Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
  • If you have made a spelling mistake on your order and it has been sent for production
  • You have disposed of the item you have an issue with
  • A perishable item that has been consumed/disposed of

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.