​Returns & Refunds Policy – Keepsakes By D

We hope you love your handmade keepsakes, but if there’s ever an issue we’re here to help. Please read our returns and refunds policy below.

 

Personalised & Custom Orders

As all our personalised items are made to order, they are non-returnable and non-refundable unless they arrive damaged, faulty, or incorrect. Please double-check any names, dates or custom details before placing your order, as we cannot accept responsibility for errors provided by the customer.

 

Non-Personalised Items

For any non-personalised products, you have the right to return your order within 14 days of delivery if you change your mind, in line with UK Consumer Contracts Regulations. The item must be unused, in its original condition, and returned at your own cost.

 

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 14 days of delivery with:

• Your order number.

• A description of the issue.

• Photos showing the fault or damage.

We will offer a replacement or refund once the issue is confirmed.

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Refunds

• Approved refunds will be processed using your original payment method.

• Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider.

• Original delivery costs are only refunded if the item was faulty, damaged or incorrect.

 

Returns Process

To arrange a return, please contact us first at:
keepsakesbyd@gmail.com

Returns should only be sent once confirmed by us.

We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

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Questions

If you have any questions about returns or refunds, please get in touch via our Contact Page or email us directly.