Refunds and Returns Policy

As in line with our Terms and Conditions, we are unable to accept refunds for personalised items.

In addition, we are unable to accept refunds where you, the customer have made a mistake on the personalisation details and type of keepsake ordered.

We are unable to accept returns for eventual wear and tear of any jewellery item. Please refer to the Jewellery Care Letter sent to you when you received your order. If you have any questions regarding the care of your jewellery, contact us at loretta@truelovekeepsakes.co.uk

Cancellations

You have 14 days to cancel your order. Please be aware, if you have returned any Fingerprints or Handprints/Footprints/Pawprints/Drawings or other personalisation details, we may have already begun making your charm. If this is the case, we will refund you the cost of your order, minus the cost of any materials used to make your order thus far.

The amount deducted from the cost of the refund will be minus the cost of any Fingerprint/Handprint/Footprint/Pawprint Kits that were sent to you free of charge when you placed an order with us.

Repairs

We may, on occasion be able to complete small repairs to items that have become damaged due to you, the customer wearing the item. Any repairs agreed will incur a charge and the customer is responsible for the cost of any postage needed to return and send the item.

We may, on occasion be able to supply the customer with findings/additional materials to prolong the wear of the jewellery item. Again, the customer is responsible for any cost of materials and the cost of sending and receiving the item.

Damaged Goods

Please alert us straight away if your item is damaged in the post. We will ask for any photographic evidence to make a claim to the postal company used to deliver your item.

Faulty Goods

If you have received goods that you deem to be faulty, in the first instance please contact us and provide photographic/video evidence so that we can assess the item properly.

Where we find the item to be faulty, a replacement may be offered or in some circumstances, a refund will be given.

A replacement or refund will only be honoured once we are in receipt of the faulty item.

Customers are responsible for the cost of returning any items to us for inspection.

Return of non-personalised goods

You have 30 days from the date of purchase to return your non-personalised goods. These include our Crystal and Gemstone Jewellery and non-personalised stamped jewellery.

We accept the return of non-personalised goods as long as it is in the original condition it was sold in, showing no signs of wear and tear, and in its original packaging.

Refunds will only be issued once we are in receipt of the item. The customer is responsible for the cost of postage to return the item to use for inspection.

Contact Us

loretta@truelovekeepsakes.co.uk

Facebook Messenger

07956 305 859