🌿 Ordering & Personalisation

Can I personalise my order?

Many of our products can be personalised with names, dates, photographs, messages and other meaningful details. The available options are listed within each product description. If you're unsure whether something can be personalised, please get in touch before ordering.

Will I receive a proof before my order is made?

Some personalised products include a digital proof before production. If a proof is included, this will be clearly stated in the product description. Please check all names, dates, spelling and personalised details carefully before approving your proof.

Can I make changes after placing my order?

If you need to change your personalisation or delivery details, please contact us as soon as possible. We'll always do our best to help, but once production has begun we may not be able to make changes.

Can I use my own photograph?

Yes. Many of our personalised designs can include your own photograph. For the best results, please upload the highest-quality image available. Clear, well-lit photographs usually produce the best printed results.

What type of photograph should I upload?

For the best results, please upload a clear, high-resolution photograph that is in focus. Photographs are printed as supplied, so we recommend using the highest-quality image available. Images downloaded from social media or screenshots may not produce the same print quality as the original image.

Can I change the wording on a design?

Yes. The wording on many of our greeting cards and keepsake prints can be changed to make your order more personal. If you'd like to amend a poem, message or sentiment, please contact us before ordering. If a design has any wording restrictions, these will be clearly stated in the product description.

Can I request a custom design?

Yes. If you have an idea for a design that isn't currently available on our website, we'd love to hear from you. We'll always do our best to create something meaningful that's tailored to your requirements.

📦 Processing & Delivery

How long will my order take?

Each order is carefully prepared to ensure it meets our high standards. Processing times vary depending on the product and whether personalisation is required. The estimated processing time is shown on each product page before you place your order.

Which delivery service do you use?

Orders are sent via Royal Mail Second Class. Delivery times are estimates provided by Royal Mail and may occasionally vary during busy periods.

Do you offer faster delivery?

If you need your order for a particular date, please get in touch before placing your order. We'll always do our best to help where possible.

Do you deliver outside the UK?

At the moment, we deliver within the United Kingdom. We hope to expand to additional destinations in the future.

How will my order be packaged?

Every order is carefully packaged to help ensure it arrives safely.

Greeting cards are supplied with a quality envelope, protected in a cellophane sleeve and posted in a board-backed envelope.

Other products are packaged appropriately according to their size and type.

Can I send my order directly to someone else?

Yes. Simply enter the recipient's delivery address during checkout. We never include prices or receipts inside our parcels, making it ideal if you're sending a thoughtful gift directly.

Do your greeting cards come with an envelope?

Yes. All of our greeting cards are supplied with a quality envelope and are carefully packaged in a protective cellophane sleeve before being posted in a board-backed envelope.

❤️ Products & Quality

Are your products handmade?

Every order is prepared with great care and attention to detail. Many of our designs are created and personalised by Memories Kept, while some products are professionally produced by trusted UK production partners to ensure a high-quality finish.

What materials do you use?

The materials used vary depending on the product. Full details, including sizes and materials, are provided within each product description so you know exactly what to expect before ordering.

Will the colours match what I see on my screen?

We do our best to ensure our photographs accurately represent each design. However, colours may vary slightly between different screens, monitors and printed products.

How should I care for my keepsake?

To help preserve your keepsake, we recommend keeping it away from direct sunlight, excessive moisture and sources of heat. Individual care instructions may be included with certain products where appropriate.

Are your cards blank inside?

Most of our greeting cards are left blank inside, giving you the freedom to write your own personal message.

If you'd prefer, you can add a printed personalised message during the ordering process, making it ideal if you're sending your card directly to the recipient.

If a design includes a pre-printed verse, this will be clearly stated in the product description.

🔄 Returns & Refunds

Can I return my order?

If your item arrives damaged, faulty or you've received the wrong product, please contact us as soon as possible. We'll work with you to resolve the issue quickly and fairly.

As many of our products are personalised or made to order, we're unable to accept returns or exchanges simply because you've changed your mind.

What if my order arrives damaged?

We're very sorry if this happens. Please contact us within 48 hours of delivery and include clear photographs of both the item and its packaging. This will help us investigate the issue and arrange a suitable resolution as quickly as possible.

What if there's a mistake with my personalisation?

Please check all names, dates and personalised details carefully before placing your order or approving any proof.

If we've made an error, we'll put it right. If the mistake was in the information provided when the order was placed, we may not be able to offer a replacement or refund.

Can I cancel my order?

If you need to cancel your order, please contact us as soon as possible. Orders can usually be cancelled before production begins. Once production has started, cancellation may no longer be possible, particularly for personalised or made-to-order items.

Where should I return my item?

Please don't return any items without contacting Memories Kept first. We'll provide the correct return instructions if a return is required. Returning an item to the sender's address shown on the parcel may delay the resolution of your enquiry.

💬 General Questions

How can I contact Memories Kept?

If you have any questions before or after placing your order, we'd be delighted to help. You can contact us using the contact form on our website or by email, and we'll get back to you as soon as possible.

How quickly will you reply?

We aim to respond to all enquiries within 24–48 hours, although we often reply much sooner during normal business hours.

Do you accept custom requests?

Yes. If you have a special idea or would like something tailored to your requirements, please get in touch. We'll always do our best to create something meaningful for you.

Is my payment secure?

Yes. All payments made through our website are processed securely using Shopify's trusted payment system. We never see or store your payment card details.

Can I send an order directly to someone else?

Yes. Simply enter the recipient's delivery address at checkout. If you're sending a greeting card, you can also choose to add a printed personalised message, making it easy to send your thoughts directly to someone special.

I can't find what I'm looking for. Can you help?

Absolutely. If you can't find the design or product you're looking for, please get in touch. We may already be working on something similar or be able to create a bespoke design just for you.