Refund policy

Refunds and returns

Everything I make is made by hand, and most of it is made for one person in particular.
That changes what I can take back, so here is exactly where you stand.

Personalised items

If an item has been personalised for you, a name, a word, a date, anything you asked me to add, I cannot accept it back for a change of mind. This is not me being difficult. Under the Consumer Contracts Regulations 2013, goods made to your specification or clearly personalised are exempt from the usual right to cancel, because I cannot sell them to anyone else. Please check your spelling before you order. I make it exactly as you write it.

Everything else

For items that are not personalised, you have 14 days from receiving your order to change your mind, and another 14 days to send it back to me. Tell me by email first.
Items need to come back unused, unwashed and in the condition they arrived in, with tags on where there were tags. Return postage is yours to cover unless the item was faulty or I sent you the wrong thing.

Once it reaches me I will refund you within 14 days, to the same card or account you paid with.

If something is wrong

This applies to everything, personalised or not.

If an item arrives faulty, damaged, or not as I described it, tell me within 30 days and I will put it right. Refund, replacement or repair, whichever suits you. I will cover the postage both ways. Your rights under the Consumer Rights Act 2015 are not affected by anything above.

If I have made a mistake on a personalised item, spelled a name wrong when you spelled it right, that is my error and I will remake it. Send me a photo and I will sort it.

How to reach me
Email craftedkeepsakesbya@gmail.com with your order number and I will come back to you.