Memory Keepsake T & C’s
1. Custom Orders
All keepsakes are handcrafted using the clothing you provide. Due to the personalised nature of keepsake items, no two items will ever be exactly the same — each is created with care and individual attention.
2. Materials
It is your responsibility to send clean, pre-washed items suitable for sewing. Unwashed, stained, or heavily worn items may be rejected or returned, which could delay your order.
3. Payment Terms
Full payment is required at the time of ordering to secure your slot.
We do not currently accept deposit payments to avoid additional admin and potential delays.
You will receive an order confirmation by email after placing your order.
4. Postage Your Items to Us
Once your order is placed, you will receive an email with postal instructions including the address and best practices for sending garments.
You are responsible for postage costs when sending items to us. We strongly recommend using a tracked service.
We will email again once your parcel has arrived safely.
Return postage to you is included in your order total.
5. Turnaround Times
Keepsakes are usually completed within 2–4 weeks of receiving your garments. During busy periods or for multiple orders, this may be extended slightly.
6. Cancellations & Changes
You may cancel your order within 24 hours of placing it for a full refund.
After 24 hours, your order is considered confirmed, no refunds can be issued due to time and preparation already underway.
No changes can be made once cutting or sewing has begun.
7. Returns & Refunds
Due to the custom and sentimental nature of these keepsakes, we do not accept returns or issue refunds once work has started.
If there is an issue with your finished keepsake, please contact us within 48 hours of delivery and we will work with you to resolve it.
8. Delivery of Finished Keepsakes
You will receive an update with the estimated dispatch date once your keepsake is nearing completion.
Final items are posted via Royal Mail Tracked or equivalent courier.
Postage is included at checkout unless otherwise stated.
9. Add-ons & Personalisation
Optional extras like embroidery, names, quotes, or accessories can be added for an additional charge. These are available to select at checkout or through special request.
If you're ordering more than one keepsake (e.g. for siblings or grandparents), discounts may apply — please contact us before ordering for a custom quote.
10. Image Use
Photos of finished keepsakes may be shared on social media or our website. Let us know if you'd prefer your product not be photographed.