Return & Refund Policy

At Memories Kept, every personalised item is created especially for you. We want you to be completely happy with your order, and if something isn't right, we'll do our best to resolve it.

Personalised Items

Under the Consumer Contracts Regulations, personalised and made-to-order items cannot be returned or refunded simply because you have changed your mind.

Please ensure all personalisation details, including names, dates and spellings, are checked carefully before placing your order, as your item will be created exactly as entered.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or there has been an error on our part, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the item and any packaging (where applicable)

Once reviewed, we will offer a suitable resolution, which may include a replacement or refund.

Incorrect Personalisation Provided

If the personalisation submitted with your order contains spelling mistakes, incorrect dates or other information supplied by you, we are unable to offer a refund or free replacement.

Non-Personalised Items

Non-personalised items may be returned within 14 days of delivery, provided they are unused, in their original condition and suitable for resale.

The customer is responsible for return postage unless the item is faulty or supplied incorrectly.

Contact Us

If you experience any problems with your order, please contact us as soon as possible and we will always do our best to help.