Here are the answers to our frequently asked questions – FAQs

How do I place an order?

Simply click on the item you would like to buy, selecting the options you require such as the shape of the charm and the charm size.

Add it to your basket and checkout securely using Paypal. Alternatively, drop us a message at loretta@truelovekeepsakes.co.uk or telephone us on 07956 305 859.

Find out more on how to place your order, here.

How do I pay?

You can check out securely using Paypal. You do not have to have a Paypal account to pay this way and can use your normal debit/credit card to pay via Paypal. If you’d prefer to pay by bank transfer, please send an email.

What is the process of placing an order?

Once you have placed an order with us, we will confirm your order via email and verify personalisation you require. In addition, any print kits you require will be sent to you. You can then return the fingeprints to us in the pre-paid envelope provided. For all other prints, a photo can be sent via email or via a DM on our Social Pages. For full details please check our How to order page.

How long will it take for my order to arrive?

It takes 2-3 weeks to complete an order for a keepsake charm or engraved gift. Other jewellery items (Crystal/Gemstone/Handstamped jewellery) it can take between 1-7 working days (please check the turnaround times for individual items.)

At busier times  such as Christmas this may take a bit longer. Nonetheless, we will keep you updated with the progress of your order and will notify you when it is completed and ready to be posted back to you.

Should you require your charm sooner, please contact us, we will endeavor to get it out to you sooner but please note this may incur an additional charge which may include a postage charge to have it sent to you by Special Delivery.

Please see our blog post on how we make our jewellery.

I have more than one child, can you make me a set of 2 or 3 charms to accommodate this?

Absolutely, we can create sibling charms of 2 or 3 cascading charms with names on each charm. Please see options available or email us with your requirements. Please note, 3 or more charms will usually need to be hallmarked and thus will incur an extra charge, we will confirm this when you are ready to place an order with us.

We can also create double-sided charms to accommodate more than 1 print with names. Again, please contact us to discuss your requirements.

How do I decide the size of charm I need?

You can refer to the charm size guide here. In general terms:

  • A medium charm is usually picked for charm bracelets and chains.
  • A medium charm can fit one print and one name. (This size is best for a child’s fingerprint)
  • A large charm is usually picked for chains.
  • A large charm can fit one print and a name. (This size is best for an adult fingerprint)
  • A small charm can only fit 1 print such as 1 fingerprint or 1 handprint/footprint (This size is dinky and is best for a baby or young child.)

How do I add the personalisation I would like on my charm(s)?

When you place an order, add any personalisation you require in the box provided (if it’s available in the item description.)

Alternatively, state your personalisation comments on your PayPal payment page in the comments section at the bottom. We will also send an email to confirm your requirements.

I don’t see the shape I require, can I still place an order with you?

There are many shapes and styles to choose from, we may not have them in stock but send us an email and we will endeavor to get it for you so you can proceed with your order.

How do I order a Fingerprint kit?

If you place an order for a keepsake that will have a fingerprint on it, we will automatically send you a fingerprint kit with full instructions.

The kit will have enough fingerprint putty for the number of fingerprints you require. We will include enough fingerprint putty for you to take three prints for every fingerprint you require.

For example, should you need two fingerprints for your charm(s) we will include enough putty to take 6 prints (3 prints for each fingerprint).

To buy a Fingerprint Kit on it’s own or as a Gift, click HERE.

More can be found out by viewing our page about Fingerprint Jewellery.

How do I capture the fingerprints I need for my order?

Included with your order are instructions for capturing your fingerprints. You can read the instruction we send out HERE.

How do I order a Handprint/Footprint kit?

When you place an order with us, we will automatically send you out a prints kit with full instructions. There is usually enough paper to take two prints.

To buy a Handprint/Footprint Kit separately, click HERE.

Can I order additional Paw Print/Handprint/Footprint or Fingerprint kits?

Yes, you can order additional Paw Print/Handprint/Footprint kits for £7 each. Additional Fingerprint kits are £5 each. Choose from 2 options: Buy a Standard Kit OR A  Kit As A Gift which will include a presentation box and a FREE 10% off voucher for the recipient to use.

I already have prints from a previous order, can I use them again?

Yes, we hold prints from previous orders on file for a period of time (at least 12 months sometimes longer), you can use them again by letting us know by calling us or sending us an email.

What about if I am in possession of prints I have used from a different company?

We should be able to use the prints you have, we will just need to check that they are detailed and proficient for us to use, again, give us a call or send us an email to discuss this.

I can’t see anything I’d like to order, do you make bespoke items?

Yes, we do make bespoke items, please contact us and we would love to hear what it is you have in mind and would love to make the item for you.

Will your charm(s) fit my existing bracelet?

We can make charm to accommodate many popular charm bracelets, please let us know the type of bracelet you have before placing an order with us.

Can I order a bracelet or chain without the keepsake?

Yes, you can, just send us an email, stating your requirements.

Do you sell gift vouchers?

Yes, we do, all our vouchers come beautifully gift boxed and come in nominations of £5, £10, £20 and £50. They have an expiry date of 12 months. Email us to place an order.

Do you offer free delivery?

We offer free UK Mainland delivery on all of our items.

Do you accept returns?

Unfortunately, we are unable to accept returns on any of our keepsakes as they have been personalised to your specific requirements.

We would only accept a return if we have made a mistake with your order. We cannot accept returns or refunds on orders where you, the customer, have made a mistake with your order and we have already begun making it or have finished making your item.

To find out more, read our full Refunds and Returns Policy.

Do you accept cancellations?

Yes, you can cancel your order 14 days from your order date. We may have already started making your item if you have returned the prints to us in which case a partial refund will be honoured. 

To find out more, read our full Refunds and Returns Policy.

Where can I read your full terms and conditions?

Our full terms and conditions can be read here. Please do not hesitate to contact us if you have any questions.