Last updated: 20 August 2026

At A Keepsake To Cherish, we take great care to create your order as requested. If there is a problem with your order, please contact us as soon as possible so that we can help.

Your statutory consumer rights are not affected by this policy.

Personalised & Handmade Keepsakes

Many of our keepsakes are individually made from your own clothing and materials, and are personalised or made specifically to your requirements.

Because these items are made to your specification, the usual 14-day cancellation right for online purchases does not normally apply to personalised or custom-made goods.

This means that we cannot normally accept a personalised or custom-made keepsake simply because you have changed your mind or are unhappy with the appearance, provided the item has been made correctly and is not faulty.

Every Keepsake Is Unique

Memory bears, keepsake animals, blankets, cushions and other clothing keepsakes can vary in appearance.

The fabrics we receive can differ considerably in:

• Weight

• Stretch

• Texture

• Condition

• Pattern

• Colour

• Amount of usable fabric

• How the fabric behaves when cut and sewn

As a result, your finished keepsake may not look exactly like the photographs shown on our website.

We will always do our best to create a beautiful keepsake from your clothing, but the final design will depend on the garments and materials supplied.

We will make the final design decisions regarding how and where individual pieces of clothing are used, taking into account the suitability of the fabric and the construction of the keepsake.

If You Are Unhappy With Your Keepsake

If you are unhappy with your finished keepsake for any reason, please contact us as soon as possible.

We will always be happy to discuss your concerns and, where appropriate, see whether an alteration or other solution may be possible.

Where a keepsake is not faulty but you would like alterations to its appearance, we may be able to offer alterations for an additional charge. The cost will depend on the work required and will be agreed with you before any alteration is carried out.

You will be responsible for the cost of returning the item to us for alterations where applicable.

Faulty or Incorrect Personalised Items

If your personalised or handmade item is faulty, damaged or has been made incorrectly, please contact us as soon as possible.

We will assess the problem and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory consumer rights.

We may ask you to return the item to us so that we can inspect it.

Please contact us before returning any item.

We will provide appropriate instructions for returning the item and, where we are responsible for the fault or error, we will cover reasonable return postage costs.

Non-Personalised Items

For standard, non-personalised items purchased online, you may normally have the right to cancel your order within 14 days of receiving the goods, subject to the exceptions provided by consumer law.

If you wish to cancel a qualifying order, please contact us within 14 days of receiving your item.

Once you have notified us that you wish to cancel, the item should be returned within the required timeframe.

Items should be returned:

• In their original condition

• Unused

• With their original packaging where reasonably possible

• With all accessories supplied with the item

You are responsible for the cost of returning an item when exercising a change-of-mind cancellation right, unless the item is faulty, incorrect or another legal exception applies.

We recommend obtaining proof of postage and using a tracked delivery service.

Where a valid cancellation applies, we will process the refund in accordance with the applicable consumer regulations. This will normally include the cost of the standard delivery service originally paid for, although additional costs for an upgraded delivery service may not be refundable.

Damaged Items

If your order arrives damaged, please contact us as soon as possible at:

akeepsaketocherish@hotmail.com

Please provide photographs of:

• The damaged item

• The packaging

• Any visible damage to the packaging

This will help us assess the problem and, where appropriate, deal with the delivery company.

Please do not return a damaged item without contacting us first.

If the item is faulty or damaged, your statutory consumer rights are not affected by this policy.

Incorrect Items

If you receive an item that is different from the item you ordered, please contact us as soon as possible.

We will arrange the appropriate solution, which may include a replacement or refund.

Where the error is ours, we will cover reasonable return postage costs.

Customer-Damaged or Used Items

We cannot accept responsibility for damage caused after delivery through misuse, accidental damage, inappropriate handling, alterations or storage.

However, this does not affect your statutory rights where an item was faulty when supplied or where consumer law provides a remedy.

Returning an Item

Please contact us before returning anything so that we can provide the correct return instructions.

Unless we have agreed otherwise, returns should be sent to:

A Keepsake To Cherish
52 Clarkson Avenue
Wisbech
Cambridgeshire
PE13 2EH

We recommend using a tracked or recorded delivery service and retaining your proof of postage until your return has been dealt with.

Refunds

Where a refund is agreed, we will normally refund the payment using the original payment method.

For qualifying online cancellations, refunds will be processed in accordance with applicable consumer law.

We will not unreasonably delay a refund where you are legally entitled to one.

Important Information About Your Clothing

For keepsake orders, your clothing is used to create a unique handmade item.

We take great care when handling customers' garments, but because the clothing is being cut, sewn and transformed into a new item, we cannot guarantee that every part of every garment will be used or returned.

We will make design decisions about where and how suitable pieces of clothing are incorporated into your keepsake.

If there are particular parts of a garment that you definitely want included, please discuss this with us before we begin making your keepsake.

Contact Us

If you have any questions about returns, refunds or your order, please contact:

A Keepsake To Cherish
Email: akeep­saketocherish@hotmail.com