Returns & Refunds Policy

At Memories Kept, we want you to be completely satisfied with your order. If something isn't right, please contact us and we'll do everything we reasonably can to help.

Personalised & Made-to-Order Items

As the majority of our products are personalised or made to order, they cannot be returned or exchanged simply because you have changed your mind. This is in accordance with the Consumer Contracts Regulations.

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

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or you have received the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

• Your order number
• A brief description of the problem
• Clear photographs of the item and its packaging

We'll investigate promptly and, where appropriate, arrange a replacement, refund or other suitable resolution.

Personalisation Errors

If an error has been made by Memories Kept, we'll correct the mistake at no additional cost.

Unfortunately, we cannot accept responsibility for errors caused by incorrect information supplied by the customer when placing an order or approving a proof.

Cancellations

Orders may usually be cancelled before production begins.

Once production has started, personalised or made-to-order items cannot normally be cancelled.

If you need to cancel an order, please contact us as soon as possible.

Returning an Item

Please do not return any item without contacting us first.

If a return is required, we'll provide the correct return instructions.

Items returned without prior contact or sent to an incorrect address may delay the resolution of your enquiry.

Contact Us

If you have any questions regarding your order or this policy, please get in touch and we'll be happy to help.