Terms & Conditions
Thank you for choosing Keepsake Hugs to create your handmade and bespoke Memory keepsake.
We will do everything in our power to create a special and unique keepsake that you will love and treasure for many years.
Just a few important points for you to remember before placing your order with us:
Payment Terms – All items must be paid for at the point of order, via our online Website. We may consider special requests for payment by bank transfer, or cheque, any such requests should be sent via email before placing an order, we do reserve the right however to decline such requests. No items will be dispatched until full payment has been received by us. Once payment is made the seller will provide the goods agreed in the sale within the time frame specified, if the time frame changes the buyer can opt to wait the additional time specified by the seller for the item to be delivered or they can request a refund of any monies paid. Prices are cleared stated at the checkout point.
Each and every order is so very important to us, if you need to make any changes to your order please notify us as soon as possible by emailing us at Keepsakehugs@yahoo.com, however if we are already in the process of creating your keepsake, then we may not be able to make any changes.
Please take care when sending clothes and always send by recorded delivery so that we can let you know when we have received them – this will be to your email provided when you ordered via our website.
When you are sending us your clothes to be made into keepsakes and other memory items, it is your responsibility to provide the right number of suitable clothes. The clothes should be suitable in that the condition must be good condition for cutting out and re-stitching together. If clothes are too worn or unclean when we receive them we reserve the right to refuse to use them. In this instance you will be informed and given the opportunity to send in additional clothes, you will be responsible for postage and packaging. If you specifically want all the items to be included in your memory animal, or feel particularly strongly about certain items or images on an item of clothing being incorporated in your keepsake animal, this must be specified within your package when your clothing is sent to us. We will do our best to honour all requests but cannot guarantee all special requests.
If you are in any doubt about the condition of the clothes, the quantity, or have any other questions about them please email us before you send them, where you can include a photograph.
We will assume that all clothing you have sent to us is to be used unless clear instructions are given otherwise within your package.
Once we have cut the items which you have sent us, we cannot put them back together.
All of our products are 100% handmade in the UK using fabrics and materials chosen and sent to us by you our customer.
When you receive your animal or cushion cover please do remember it is a keepsake to admire and to treasure, it is NOT a Toy.
We hope you love the creation we make for you but due to the nature of this type of product we cannot accept responsibility if the Keepsake is not as you imagined, each keepsake is completely unique, apart from the size and shape of the animal, it will not look exactly like the images on our website, no two animals will ever be the same and can vary a lot in appearance depending on the fabric, pattern and how stretchy it is.
On completion of your order we can supply you with a photo of the finished item if requested simply tell us on a note within your package of clothes, any alterations requested at this time if possible will incur additional charges and may delay your item being sent to you.
If you have chosen to have personalisation on your keepsake, please ensure that all names are entered into the relevant boxes on the website. The personalisation will be embroidered as you have written; we will not query any spellings or dates entered. If the keepsake is produced with any incorrect details which have been provided by the customer, rectifying this will incur additional charges and you the buyer will be responsible for both the return and re-posting costs.
Please note any unused scraps of fabric will be disposed of following dispatch of your keepsake, unless you specify otherwise that you would like them returned to you.
Return of fabric cuttings
If you would like any remaining fabric cuttings returned to you please include a note in with your parcel of clothing when you send to us. Return of fabric cuttings is free of charge generally and included within the postage cost of your keepsake, however if there is a large quantity of fabric to return with which the weight will inflate the normal return postage cost we may request a contribution to the cost of postage.
All items dispatched by us are delivered by UK Parcel Post and should arrive within 5 working days from dispatch. We are unable to accept responsibility for items once they are dispatched.
Gift vouchers can be used on any product order.
If you need to contact us to discuss your order, please email us at
Disclaimer – We do our very best to ensure that all of the information on our website is correct. Given the handmade and very personalised touches that our products receive all measurements are approximate. Particularly with keepsakes and other memory items the products can vary greatly in their appearance due to the types of materials supplied by you. We use the same patterns for each keepsake/memory item and any variations are therefore unavoidable and we will not replace items where they do not exactly match the product example photograph on the website.
Web Site Usage and Conditions
Our Website and all contents (including all photographs, images, descriptions, drawings and other material of any description) are owned by Keepsake Hugs. It is protected by copyright, which along with all other intellectual property rights in the Website belong to Keepsake Hugs. The Website is available for your personal use only. You may only download, print, store and use any material appearing on the Website for the purpose of purchasing or researching the purchase of any product from us for yourself, family or friends or providing such material to your family or friends for the same purpose. You agree not to (and agree not to assist or facilitate any third party to) modify, copy, download, print, distribute, transmit, display, reproduce, publish, license, create derivative works from, transfer, sell or in any other way use or make available any material appearing on this Website except as set out above or agreed by Lily Grace Keepsakes in writing in advance
RETURNS, REFUNDS & CANCELLATIONS:
Keepsake Hugs are all individually handmade to order and as such, are deemed as Bespoke and personalised. Due to this nature we do express the following:
Refunds & Cancellations
When you order through a website, you have a statutory right to cancel your order and receive a full refund for the price paid for the product, under the Consumer Protection (Distance Selling) Regulations 2000, however this right does not apply to any personalised products, or any products that have been tailored to your specific requirements. If you do wish to cancel your order you must do so before you have sent us your clothing items or before we have confirmed that we have received your clothing items, you should do this by email to keep. You will be responsible for the postage cost of returning the items back to you, this will be deducted from the price you paid.
In exceptional circumstances, it is up to the discretion of Keepsake Hugs to issue a partial or full refund.
Reporting a Faulty Item
We ensure that all of our products are thoroughly checked for quality control before they are sent to you. If in the unlikely event, you receive a faulty product, please ensure to contact us at firstname.lastname@example.org within 4 days of receiving your items.
We will ask you to provide photos of the fault so that we can respond to you about a solution.
It is your responsibility to ensure we receive the item back within 14 days of reporting a fault.
After receiving the item[s] back and us confirming the faulty state, we will proceed to resolve the problem by repairing the item. If this option is not possible, a refund will be issued within 14 days.
Reporting a Missing Item
We recommend that clothing is sent via tracked courier, we do not accept responsibility for any items which are lost in transit.
If you are expecting an item to be delivered and it does not turn up, you must ensure to report this to us within 4 days of the due date.
Return of an order
If for any reason, you need to return your order back to us, we do kindly ask that it is sent back to us in the same condition it was received and in the same box/packaging it was sent to you.
We advise you to track any returned items; you will be responsible for the cost of returning any items unless it is a fault of Keepsake Hugs. Keepsake Hugs will not accept any responsibility for the loss of clothing or returned items.