Terms and Conditions of Sale
Last updated: 14 August 2026
Please read these Terms and Conditions carefully before placing an order with True Love Keepsakes.
These Terms explain who we are, how we sell our products, how orders and deliveries are handled, your responsibilities when using our products, your cancellation and return rights, and what happens if there is a problem with an order.
Nothing in these Terms affects any statutory rights that you may have as a consumer.
1. About True Love Keepsakes
True Love Keepsakes is the trading name of Loretta Clarke, a sole trader.
Our business address is:
True Love Keepsakes
50 Calshot Road
Birmingham
B42 2BT
United Kingdom
Email: loretta@truelovekeepsakes.co.uk
Website: www.truelovekeepsakes.co.uk
In these Terms, references to “True Love Keepsakes”, “we”, “us” or “our” mean Loretta Clarke trading as True Love Keepsakes.
References to “you”, “your” or “customer” mean the person or organisation purchasing products from us.
2. Who These Terms Apply To
These Terms apply to purchases made through the True Love Keepsakes website.
We sell to both:
- Consumers – individuals purchasing products wholly or mainly for purposes outside their trade, business, craft or profession; and
- Business Customers – organisations or individuals purchasing products wholly or mainly for business or professional purposes, including funeral homes, hospitals, hospices and other organisations.
Certain legal rights described within these Terms apply specifically to Consumers.
Separate provisions relating to Business Customers appear later in these Terms.
3. The Products We Sell
True Love Keepsakes supplies kits designed to enable customers to capture prints or impressions.
Our products may include:
- inkless handprint kits;
- inkless footprint kits;
- inkless paw print kits;
- two-part moulding putty fingerprint kits;
- paw pad impression kits; and
- nose print impression kits.
Additional print or impression products may be introduced from time to time.
True Love Keepsakes does not currently sell finished jewellery or finished keepsakes through this website.
The purchase of a kit does not include the manufacture of jewellery, charms or any other finished keepsake unless this is expressly stated in the relevant product description.
4. Product Information and Images
We take reasonable care to ensure that product descriptions, photographs, dimensions and other information displayed on our website are accurate.
Product packaging, colour, presentation and appearance may occasionally vary slightly from photographs displayed on the website without affecting the product’s intended function.
Where dimensions or measurements are provided, these should be treated as approximate unless expressly stated otherwise.
Nothing in this section affects your statutory rights where goods are not as described.
5. Important Information Before Using Your Kit
Please read all instructions supplied with your kit before opening or using any components.
Correct use of the products is important when attempting to obtain a successful print or impression.
In particular:
- read the instructions before opening the inkless wipe;
- read the instructions before mixing any two-part moulding putty;
- use the correct side of the specialist inkless paper;
- for our inkless paper, the glossy/coated side is the side on which the print should be taken;
- do not assume that an inkless wipe is faulty because it feels dry to the touch; an inkless wipe may normally feel dry or almost dry;
- follow any timing, pressure, positioning, mixing and handling instructions provided with the particular product.
Once an inkless wipe has been opened or two-part putty has been mixed, it may not be possible to reverse the process or reuse the material.
It is therefore the customer’s responsibility to read the instructions before beginning.
6. Inkless Print Kits
Our inkless print kits use a specialist wipe and coated paper designed to create a visible print without the use of a conventional wet ink pad.
The inkless wipe may feel dry to the touch. This is a normal characteristic of the product and does not, by itself, mean that the wipe is defective.
If a print does not appear, customers should first check that the correct side of the paper has been used. The glossy/coated side is the side intended to receive the print.
Failure to obtain a print does not necessarily indicate that the product is faulty.
The quality of a print can be affected by factors including technique, pressure, movement, positioning, the area being printed and whether the instructions have been followed correctly.
7. Fingerprint, Paw Pad and Nose Print Moulding Kits
Some True Love Keepsakes products use a two-part moulding putty.
The separate components must be mixed and used in accordance with the instructions supplied with the kit.
Once the components have been mixed, the curing process begins and the putty cannot normally be returned to its original unused state.
Customers should therefore familiarise themselves with the instructions and be ready to take the impression before mixing the two components.
The final quality of the impression can be affected by factors including mixing, timing, positioning, pressure, movement and the person or animal from whom the impression is being taken.
8. Results Cannot Be Guaranteed
Our kits are intended to help customers obtain handprints, footprints, paw prints, fingerprints, paw pad impressions or nose impressions.
However, we cannot guarantee that every attempt will produce a perfect print or impression.
Results can vary according to factors outside our control, including:
- the technique used;
- positioning;
- movement;
- pressure;
- the age or size of the person;
- the temperament or movement of an animal;
- the characteristics of an individual hand, foot, finger, paw, paw pad or nose;
- how the materials are handled;
- environmental conditions; and
- whether the instructions have been followed correctly.
A poor, incomplete or unsuccessful print does not in itself establish that the product is faulty.
Where obtaining a particular print or impression is especially important, we encourage customers to consider purchasing sufficient kits or additional sheets to allow for more than one attempt.
Nothing in this section excludes your rights where a product itself is genuinely faulty, defective or not as described.
9. Babies and Children
Certain inkless products are intended for taking prints from babies, children and adults, as stated in the relevant product description.
Products intended for babies or children must always be used by, or under the close supervision of, a responsible adult and strictly in accordance with the supplied instructions.
Products and packaging should not be left unattended with babies or young children.
10. Animals
Our paw print, paw pad and nose print products are primarily intended for domestic cats and dogs unless otherwise stated in the individual product description.
The customer is responsible for deciding whether it is appropriate and safe to attempt to take a print or impression from their particular animal.
Products should be used calmly, carefully and in accordance with the instructions.
Do not force or restrain an animal in a way that may cause distress or injury simply for the purpose of taking a print or impression.
If you have concerns about whether a product is appropriate for an animal because of an injury, medical condition, skin condition or other health concern, seek appropriate veterinary advice before use.
11. Adult A4 Handprint Kits
Our A4 inkless handprint paper will accommodate most average-sized adult hands, but we cannot guarantee that every adult hand will fit comfortably within the available printable area.
Customers with larger-than-average hands may need to position the fingers closer together to fit the hand onto the paper.
If hand size or suitability is important to your purchase, please contact us through our Contact Us form before placing your order.
12. Placing an Order
You are responsible for checking the information in your order before submitting it, including:
- the products selected;
- quantities;
- delivery address;
- contact information; and
- delivery option.
After placing an order, you should receive an electronic acknowledgement.
An acknowledgement that we have received your order does not necessarily mean that the order has been accepted.
A contract between you and True Love Keepsakes is formed when we accept your order and begin processing it or otherwise confirm acceptance.
We reserve the right to decline or cancel an order before dispatch where there is a legitimate reason to do so, for example where:
- an item is unavailable;
- there has been an obvious pricing or description error;
- payment has not been authorised;
- we are unable to deliver to the address supplied; or
- we have reasonable grounds to suspect fraudulent or unlawful activity.
If we cancel an order for which payment has already been taken, we will refund the amount paid.
13. Prices
Product prices will be those displayed on our website at the time you place your order, subject to correction of obvious errors.
Any applicable delivery charge will be shown during checkout before you complete your purchase.
We may change prices at any time, but changes will not normally affect an order that we have already accepted.
14. Payment
Payment options available at checkout may include:
- debit or credit card payments processed via PayPal;
- PayPal;
- Klarna; and
- Clearpay.
Availability of individual payment options may change from time to time.
Where you choose a third-party payment provider, that provider may have its own terms, eligibility requirements and privacy practices.
Any credit, instalment or deferred-payment arrangement offered by Klarna, Clearpay or another third-party provider is an arrangement subject to that provider’s applicable terms.
True Love Keepsakes does not control whether a third-party payment provider approves an application for its payment service.
15. Delivery Area
We currently deliver to mainland England, Scotland and Wales only.
We do not currently offer standard website delivery to Northern Ireland, the Channel Islands, the Isle of Man or offshore islands.
If our delivery area changes, the options shown at checkout will take precedence for new orders.
16. Dispatch Times
Our usual processing and dispatch times are:
Orders of fewer than 10 kits:
Normally dispatched within 1–2 working days.
Orders of 10 kits or more:
Normally dispatched within 3–5 working days.
For the purposes of our processing times, working days are Monday to Friday, excluding public and bank holidays in England.
These are dispatch times, not guaranteed delivery dates.
During particularly busy periods or circumstances outside our reasonable control, dispatch may occasionally take longer. Where a significant delay occurs, we will endeavour to contact you.
17. Royal Mail Tracked 24 and Tracked 48
We normally use Royal Mail delivery services, including Royal Mail Tracked 24 and Royal Mail Tracked 48.
The Royal Mail service selected relates to the postal service used after your order has been dispatched.
Choosing Tracked 24 does not reduce our standard order-processing time.
For example, an order for fewer than 10 kits placed using Tracked 24 will still normally be subject to our stated 1–2 working day processing and dispatch period before it enters the Royal Mail network.
Royal Mail delivery timeframes are delivery aims unless the service expressly provides a guarantee. We cannot guarantee a delivery date simply because a Tracked 24 or Tracked 48 service has been selected.
18. Express or Urgent Orders
If you require an order urgently or require an express service outside our normal delivery arrangements, please contact us before placing the order.
Where we are able to accommodate an urgent or express request:
- the arrangement must be expressly agreed by us;
- additional charges may apply; and
- any agreed dispatch or delivery arrangements will be confirmed separately.
Placing an order using Tracked 24 without contacting us beforehand does not constitute an agreed express-order arrangement.
19. Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your delivery information carefully before completing checkout.
If you notice an error, contact us as soon as possible.
We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
Where an order is returned to us because the customer supplied an incomplete or incorrect address, we may require payment of a reasonable additional postage charge before sending the order again, where permitted by law.
20. Safeplace and Alternative Delivery Instructions
Royal Mail may allow recipients to provide Safeplace or alternative delivery instructions.
If you choose to provide Royal Mail with specific delivery instructions, such as asking for a parcel to be left in a nominated Safeplace, you should select a location that you consider secure and suitable for receiving the parcel.
Where a parcel is reported missing after a Safeplace or alternative delivery instruction has been used, we may take those instructions and Royal Mail’s delivery information into account when investigating what has happened.
We may ask you to provide information reasonably required for the investigation.
Nothing in this section removes or limits any statutory rights you have as a Consumer or any responsibility that the law places upon us for goods while they remain at our risk.
21. Lost Parcels
If you believe that your order has been lost in transit, please contact us promptly at loretta@truelovekeepsakes.co.uk.
We may need to investigate the delivery with Royal Mail and may ask you to:
- confirm that the parcel has not been received;
- check with other members of your household;
- check any nominated Safeplace;
- check with neighbours where appropriate;
- confirm the delivery address supplied;
- provide information requested as part of Royal Mail’s investigation; and
- cooperate reasonably with any postal claim.
We may submit a loss claim to Royal Mail where appropriate.
However, a Consumer’s statutory rights are not conditional upon Royal Mail agreeing to compensate True Love Keepsakes.
Where the circumstances establish that a Consumer is legally entitled to a refund, replacement or other remedy, we will provide the remedy required by law.
22. Items Damaged in Transit
If a parcel or its contents arrive damaged, please contact us as soon as reasonably possible.
To enable us to investigate the damage and, where applicable, make a claim to Royal Mail, we may ask you to provide:
- clear photographs of the damaged product;
- photographs of the external postal packaging;
- photographs of internal packaging;
- photographs of any visible postal label or tracking information; and
- any other information reasonably required to investigate the damage.
Please retain the damaged product and packaging until we confirm whether they are required for inspection or return.
We may ask for damaged goods to be returned where reasonably necessary to assess the problem.
This investigation process does not affect a Consumer’s statutory rights in relation to faulty or damaged goods.
23. Cancelling an Order Before Dispatch
If you contact us before your order has been dispatched and ask us to cancel it, we will normally cancel the order and issue a full refund.
Please contact us as quickly as possible at loretta@truelovekeepsakes.co.uk.
Once an order has been dispatched, it will normally need to be returned in accordance with the cancellation and returns provisions below.
24. Consumer Right to Cancel an Online Order
If you are a Consumer purchasing online, you will normally have a statutory right to cancel your order without giving a reason.
For most eligible goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods.
If an order contains multiple goods delivered separately, the statutory period may run from receipt of the final item where applicable under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise your right to cancel, you must make a clear statement informing us of your decision.
You can contact us at:
loretta@truelovekeepsakes.co.uk
You do not need to provide a reason for exercising a statutory cancellation right.
25. Returning Goods After Cancellation
After notifying us that you are cancelling an eligible Consumer order, you must return the goods without undue delay and normally no later than 14 days after notifying us of the cancellation.
Unless the goods are faulty, damaged, incorrectly supplied, or we have agreed otherwise, you are responsible for the direct cost of returning goods following a change-of-mind cancellation.
We strongly recommend that you obtain proof of postage and use an appropriate postal service.
You are responsible for taking reasonable care of goods while they are in your possession.
26. Refunds Following a Consumer Cancellation
Where you validly cancel an eligible Consumer order under your statutory cancellation rights, we will refund payments due to you in accordance with the Consumer Contracts Regulations.
This will normally include:
- the price paid for the eligible returned goods; and
- the cost of our least expensive standard delivery option offered for the order, where the law requires us to refund that delivery charge.
If you chose a more expensive delivery service than our standard delivery option, we are not required to refund the additional cost of that premium service.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
27. Handling Goods Before Returning Them
A Consumer is permitted to handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where handling goes beyond what would reasonably be permitted in a shop and reduces the value of the goods, we may make an appropriate deduction from the refund where permitted by law.
Certain sealed goods may also lose the statutory change-of-mind cancellation right once unsealed where the legal health-protection or hygiene exception applies.
28. Opened and Used Inkless Kits
For hygiene and product-integrity reasons, components intended to come into contact with a person’s skin or an animal may not be suitable for resale once opened or used.
Where an inkless wipe has been unsealed and the statutory health-protection or hygiene exception applies, a change-of-mind cancellation right will not apply to that sealed component once it has been unsealed after delivery.
Unused inkless kits may be returned under the statutory cancellation provisions where:
- the inkless wipe remains unopened and sealed;
- the specialist paper remains intact and unused; and
- the kit is otherwise in a condition suitable for return.
This restriction applies only to change-of-mind cancellations and does not remove your statutory rights if the product itself is faulty, damaged or not as described.
29. Opened and Used Moulding Putty Kits
Fingerprint, paw pad and nose impression kits contain components designed to be combined and used to create an impression.
Where the two putty components remain separate, intact and unused, an eligible Consumer may return the kit in accordance with their statutory cancellation rights.
Once the two components have been mixed or used, the product has been altered and cannot be restored to its original unused condition.
Used or mixed putty therefore cannot normally be returned simply because the customer has changed their mind.
Nothing in this section removes your statutory rights where the product was faulty before use or otherwise failed to comply with your legal rights.
30. Faulty Goods
Consumer goods must meet the standards required by applicable UK consumer law.
Among other things, goods supplied to Consumers must be of satisfactory quality, fit for any particular purpose made known where the law applies, and match their description.
If you believe that a product is faulty, please contact us in the first instance at:
loretta@truelovekeepsakes.co.uk
Please explain the problem as clearly as possible.
We may reasonably ask for:
- photographs or video showing the reported problem;
- photographs of packaging;
- order details;
- information about how the product was used;
- confirmation that the supplied instructions were followed; and/or
- return of the product where physical examination is reasonably necessary.
Any request for evidence or investigation will not remove or reduce your statutory rights.
31. What Does Not Necessarily Indicate a Fault
Because of the way our products work, certain circumstances do not, by themselves, demonstrate that a product is faulty.
For example:
Inkless wipes:
An inkless wipe may feel dry or almost dry to the touch. This is a normal feature of the product and does not by itself indicate a fault.
Inkless paper:
A print may fail to appear where the wrong side of the specialist paper has been used. Customers must use the glossy/coated side intended for taking the print.
Print quality:
An incomplete, smudged, faint or otherwise unsatisfactory print may result from movement, pressure, positioning or technique.
Moulding putty:
An unsatisfactory impression may result from incorrect mixing, excessive delay after mixing, positioning, movement, pressure or failure to follow the supplied instructions.
We will consider reported faults on their individual circumstances.
Nothing in this section prevents a Consumer from exercising a statutory remedy where the goods are genuinely faulty.
32. Consumer Rights for Faulty Goods
If you are a Consumer, your rights concerning faulty goods are governed principally by the Consumer Rights Act 2015.
Depending upon the circumstances, these rights may include a short-term right to reject qualifying faulty goods and obtain a refund, or rights to repair, replacement, price reduction or final rejection.
Your statutory rights are not affected by any manufacturer’s guarantee or by these Terms.
Where the law requires us to bear reasonable return costs for faulty or incorrectly supplied goods, we will do so.
33. Business Customer Orders
This section applies where you purchase products wholly or mainly for use in a trade, business, craft or profession.
This may include orders placed by organisations such as:
- funeral homes;
- funeral directors;
- hospitals;
- hospices;
- healthcare organisations;
- professional keepsake businesses; and
- other commercial organisations.
Business Customer orders are non-returnable for change of mind unless we agree otherwise in writing.
If we agree in writing to accept a non-faulty Business Customer return, we may specify reasonable return conditions before accepting the return.
Products supplied to Business Customers that are faulty or incorrectly supplied will be handled in accordance with the applicable contract and law.
Nothing in these Terms excludes any right or liability that cannot lawfully be excluded.
34. Larger Orders
Orders of 10 kits or more have a normal processing and dispatch period of 3–5 working days, Monday to Friday excluding applicable public and bank holidays.
Customers placing larger or time-sensitive orders should ensure that they allow sufficient time for both our processing period and the subsequent postal delivery period.
If an order is required by a specific date, please contact us before placing the order so that we can advise whether the requested timeframe is likely to be achievable.
Unless expressly agreed by us in writing, mentioning a preferred date after placing an order does not make that date a guaranteed contractual delivery date.
35. Customer Responsibility When Choosing Products
Customers should read the relevant product description before ordering and select a product suitable for their intended use.
Where you are unsure whether:
- an A4 handprint sheet will accommodate a particular hand;
- a kit is appropriate for your intended recipient;
- a particular kit is appropriate for the print or impression you wish to take;
- you require additional attempts; or
- an order can meet a particular deadline,
please contact us before placing your order.
We will be happy to provide information about the product, but the customer remains responsible for making the final purchasing decision based upon their individual requirements.
36. Product Safety and Instructions
Products must only be used for their intended purpose and in accordance with the instructions supplied.
Keep packaging and components away from babies, young children and animals except when they are being appropriately used under responsible adult supervision for their intended purpose.
Do not ingest product components.
Stop using a product if there is an unexpected reaction or if continuing would create a risk of injury or distress.
Where appropriate, seek medical or veterinary advice if you have concerns about using a product on a particular person or animal.
37. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing in these Terms excludes or limits liability for:
- death or personal injury caused by negligence where liability cannot lawfully be excluded;
- fraud or fraudulent misrepresentation; or
- any statutory Consumer right or other liability which the law does not permit us to exclude.
Subject to those rights, True Love Keepsakes is not responsible for an unsuccessful or imperfect print or impression where the product itself is not defective and the result arose from factors outside our reasonable control, including technique, positioning, pressure, movement or failure to follow the supplied instructions.
Consumers may have additional legal rights which remain unaffected.
38. Events Outside Our Reasonable Control
We will not be responsible for delay or failure to perform an obligation where the delay or failure results from circumstances genuinely outside our reasonable control.
Examples may include significant postal disruption, severe weather, natural disasters, transport disruption or failures affecting essential services.
This provision does not remove any right you have under consumer law, including any right to cancel where goods are not delivered within the legally applicable or agreed timeframe.
39. Personal Information
We collect and process personal information in connection with orders and use third-party providers where necessary to operate our website, process payments, provide delivery services and administer transactions.
Our handling of personal information is explained in our Privacy Policy.
Customers should refer to the Privacy Policy for further details about:
- the personal information we collect;
- why we collect it;
- third-party service providers;
- payment processing;
- data retention;
- marketing communications;
- cookies; and
- your data-protection rights.
40. Email Marketing
Purchasing from True Love Keepsakes does not automatically mean that you will be subscribed to our marketing newsletter.
Where we use consent as the basis for sending email marketing, customers are subscribed where they have actively chosen to sign up or otherwise provided valid marketing consent.
Customers can unsubscribe from marketing communications using the unsubscribe facility provided in those communications.
Transactional communications relating to an order are separate from marketing communications.
41. Cookies
Our website uses cookies and similar technologies.
Information about the cookies used on our website and how information obtained through them is handled can be found in our Privacy Policy and any applicable cookie information or cookie controls made available on the website.
42. Third-Party Services
We may use third-party services in operating our business, including payment providers, website services and delivery providers.
Where you use a third-party service such as PayPal, Klarna, Clearpay or Royal Mail, that provider may process information in accordance with its own terms and privacy information.
We are not responsible for the independent operation of a third-party service where responsibility legally rests with that provider.
This does not affect our responsibility to you for obligations which the law places upon True Love Keepsakes as the seller.
43. Intellectual Property
Unless otherwise stated, the content of the True Love Keepsakes website, including original text, product photography, graphics, branding, instructions and other original materials, belongs to True Love Keepsakes or is used with permission.
You may use product instructions for the personal or business purpose for which the relevant product was purchased.
You may not reproduce, republish, distribute, sell or commercially exploit our original website content, product instructions, photographs or branding without prior written permission unless the law permits you to do so.
44. Changes to These Terms
We may update these Terms from time to time, for example to reflect:
- changes to our products;
- changes to our delivery or payment arrangements;
- changes to our business practices; or
- changes in applicable law or regulatory guidance.
The Terms applying to an order will normally be those in force when the order was placed.
The latest version will be published on our website together with its most recent update date.
45. If Part of These Terms Is Invalid
If a court or other competent authority finds that a provision of these Terms is unlawful, invalid or unenforceable, the remaining provisions will continue to apply so far as the law allows.
46. No Waiver
If we do not immediately enforce a right under these Terms, that does not necessarily mean that we have waived that right.
Similarly, a delay in exercising a right does not prevent us from exercising it later where the law permits.
47. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
If you are a Consumer resident in another part of the United Kingdom, you may also have rights under the mandatory laws applying where you live, and nothing in these Terms is intended to deprive you of those rights.
Any dispute will be dealt with by a court that has jurisdiction under applicable law.
48. Your Statutory Consumer Rights
Nothing in these Terms is intended to restrict or exclude your statutory rights.
Consumer purchases may be protected by legislation including the:
- Consumer Rights Act 2015; and
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These laws include important rights relating to online purchases, cancellation, refunds, delivery and goods that are faulty, not of satisfactory quality, not fit for purpose where applicable, or not as described.
Statutory rights apply regardless of any additional goodwill policy offered by True Love Keepsakes.
49. Contacting True Love Keepsakes
For questions about an order, cancellation, return, faulty product or these Terms, please contact:
True Love Keepsakes
Loretta Clarke, Sole Trader
50 Calshot Road
Birmingham
B42 2BT
United Kingdom
Email: loretta@truelovekeepsakes.co.uk
You may also contact us using the Contact Us form on our website.
True Love Keepsakes – Terms and Conditions of Sale
Last updated: 14 August 2026