Terms & Conditions
A Keepsake To Cherish
52 Clarkson Avenue
Wisbech
Cambridgeshire
PE13 2EH
These Terms & Conditions apply to purchases made from A Keepsake To Cherish and to the use of our website. By placing an order with us, you agree to these Terms & Conditions.
We reserve the right to update these Terms & Conditions where necessary. Any changes will not affect orders already placed unless required by law.
1. Prices
All prices shown on our website are in pounds sterling and include VAT where applicable.
Postage, packaging and any additional charges for extras, upgrades or optional additions will be clearly stated before you complete your order.
2. Placing and Paying for an Order
All items must normally be paid for at the point of order using the payment methods available through our website.
We may, at our discretion, consider requests for payment by bank transfer, cash or instalments, particularly for larger orders. Such arrangements must be agreed with us before an order is placed.
No item will be dispatched and no keepsake will be completed until the full amount due has been received, unless an alternative payment arrangement has been agreed in writing.
Once payment has been received, we will provide the goods within the timescale stated at the time of purchase, subject to these Terms & Conditions.
If circumstances mean that we cannot fulfil an order within the agreed timescale, we will contact you and, where appropriate, offer an alternative timescale or refund.
On completion of your order you will receive an order confirmation and order number. Please keep this information for your records.
It is your responsibility to provide a correct email address and contact information when ordering.
3. Sending Clothing to Us
For keepsakes and other memory items made from customer-supplied clothing, it is the customer's responsibility to provide the required number of suitable garments or items.
Clothing supplied to us must be:
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Clean and laundered
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Dry
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In suitable condition for sewing
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Free from excessive damage, mould or contamination
We do not have laundry facilities and cannot accept responsibility for washing customer items.
Extremely worn, damaged, previously cut, weakened or otherwise unsuitable garments may not be suitable for use in a keepsake.
If we consider clothing unsuitable after receiving it, we will contact you and, where possible, give you the opportunity to provide additional suitable items. Any additional postage or other costs associated with supplying replacement items will be the customer's responsibility.
We will do our best to accommodate requests regarding which garments or sections of garments are used. However, because of the construction of each individual keepsake, we cannot guarantee that every item or every part of an item supplied will be included.
Where you specifically require a particular garment, logo, photograph, embroidery or other feature to be included, this should be clearly explained to us before or when the clothing is sent.
We reserve the right to make reasonable design decisions about the placement and use of customer-supplied clothing in order to create a safe and suitable finished product.
If you are unsure whether your clothing is suitable, please contact us before sending it.
We recommend that customers use a tracked or recorded delivery service when sending valuable or irreplaceable clothing to us.
We cannot accept responsibility for customer items that are lost or damaged while being transported to us by a postal or courier service.
4. Customer Items and Damage
We take great care of customer-supplied clothing and other personal items.
However, due to the nature of handmade keepsakes, some materials may be fragile, worn or weakened through age or previous use. Sewing, cutting and handling may expose existing weaknesses that were not apparent when the items were supplied.
We cannot guarantee that every part of a supplied garment can be preserved or incorporated into the finished keepsake.
Where an item is damaged or unsuitable due to its pre-existing condition, age, wear or construction, we will not be responsible for that damage.
We will make reasonable efforts to contact you where a significant issue arises during production.
5. Keeping Your Order Open
You have up to 12 months from the date of purchase to send your clothing to us unless an alternative arrangement has been agreed in writing.
If your clothing is not received within this period, we reserve the right to contact you regarding the status of the order and may require an additional payment before completing the order if our prices, postage costs or other relevant costs have changed.
6. Delivery
Keepsake orders are normally dispatched using a fully tracked courier service.
Other items, including ready-made products and certain non-personalised items, may be sent using Royal Mail or another suitable delivery service.
Once an item has been handed to the postal or courier service, delivery is outside our direct control. We will provide reasonable assistance in dealing with delivery problems where possible.
Delivery times provided by postal or courier services are estimates and are not guaranteed unless expressly agreed otherwise.
7. Keepsake Timescales
We work hard to complete orders within the advertised timescale.
Our published turnaround times are estimates and may occasionally be affected by circumstances outside our reasonable control, including unusually high order volumes, supplier delays, postal or courier problems, illness or other unforeseen circumstances.
If a significant delay occurs, we will communicate with you and provide an updated estimated timescale where possible.
Express or priority services, where offered, remain subject to the availability of the service and the receipt of all required customer materials.
8. Cut-Off Dates and Christmas Orders
Where we advertise a cut-off date for Christmas, birthdays, Mother's Day, Father's Day or another specific occasion, the advertised date applies to both completion of the transaction and receipt of all required customer clothing or materials unless otherwise stated.
If customer clothing or materials are not received by the relevant deadline, we cannot guarantee delivery by the advertised date.
If clothing is received after a published deadline, we will contact you where necessary regarding the revised timescale and any applicable additional charges.
9. Handmade and Personalised Products
Our keepsakes are handmade individually using the customer's own clothing and materials.
Because every garment is different, finished products may vary in:
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Shape
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Colour placement
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Texture
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Stretch
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Proportion
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Appearance
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Placement of logos, patterns and other features
Photographs shown on our website and social media are examples only.
We use the same patterns and production methods for each style of keepsake, but the final appearance will naturally vary according to the materials supplied.
We cannot guarantee that a finished keepsake will look identical to an example photograph.
Reasonable design decisions may be made during production to achieve the best possible finished result.
10. Returns, Refunds and Faulty Items
We want you to be happy with your order.
If an item arrives faulty, damaged or materially different from what you ordered, please contact us as soon as possible so that we can investigate and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory rights.
Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.
For personalised or bespoke keepsakes, the normal cancellation and change-of-mind rights may not apply once production has commenced, where the law provides an exception for goods made to the customer's specifications or clearly personalised.
Where a personalised item is faulty or does not conform to the contract, your statutory rights remain unaffected.
If you are unhappy with a finished keepsake but there is no fault with the item, we may, at our discretion, offer alterations or remedial work for an additional charge. The charge will depend on the work required, with alterations starting from £10 where applicable. The customer will normally be responsible for postage costs associated with returning an item for alteration.
We cannot refund or replace items where the problem has resulted from customer misuse, accidental damage or inappropriate handling after delivery, subject to your statutory rights.
11. Your Right to Cancel
Where applicable, consumers purchasing goods online have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, certain exceptions apply to goods that are made to the consumer's specifications or are clearly personalised.
Keepsakes and other products made specifically from your personal clothing and to your requirements are personalised products. Once work has commenced, your statutory cancellation rights may therefore be restricted where the relevant legal exception applies.
If you wish to cancel a keepsake order, please contact us as soon as possible.
Where cancellation is requested before we have begun work and before customer materials have been used, we will consider the request in accordance with your statutory rights and the circumstances of the order.
Nothing in this section removes or restricts any statutory rights that cannot legally be excluded.
12. Refunds
Where a refund is due, it will normally be made using the original payment method unless otherwise agreed or required by law.
Where customer clothing or materials have been supplied, these will be returned where appropriate and practicable.
Where an item must be returned to us because it is faulty or incorrect, we will comply with our obligations regarding reasonable return postage costs.
13. Changes to Orders
If you wish to change your order after placing it, please contact us as soon as possible.
We will try to accommodate reasonable changes where production has not yet started.
Once work has commenced, changes may no longer be possible and additional charges may apply.
14. Copyright and Photography
Our designs, patterns, photographs, website content, product descriptions, images and other original materials are protected by copyright and other intellectual property rights.
You must not reproduce, copy, modify, distribute or commercially use our designs, photographs or website content without our prior written permission.
We may take photographs of completed products for our own marketing, website and social media purposes.
Where a customer does not wish their particular keepsake to be photographed or used for marketing purposes, they should notify us before or when placing their order.
15. Website Usage
All website content, including photographs, images, descriptions, drawings, designs and other materials, is owned by or licensed to A Keepsake To Cherish.
The website is provided for personal use and for researching or purchasing our products.
You must not copy, reproduce, distribute, modify, publish, sell or commercially exploit any website content without our prior written permission.
We reserve the right to restrict access to the website where these conditions are breached.
16. Availability
All products and services are subject to availability.
We reserve the right to refuse an order where there is a legitimate reason to do so, including circumstances where we are unable to safely or reasonably complete the requested work.
Where we have accepted payment but subsequently cannot fulfil an order, we will contact you and arrange an appropriate resolution, including a refund where applicable.
17. Events Outside Our Reasonable Control
We will not be responsible for delays caused by circumstances outside our reasonable control, including but not limited to severe weather, postal or courier disruption, supplier problems, power or internet failures, illness, natural disasters or other unforeseen events.
Where such an event affects your order, we will make reasonable efforts to keep you informed.
18. Statutory Rights
Nothing in these Terms & Conditions is intended to exclude, restrict or limit any rights you have under UK consumer law which cannot legally be excluded or limited.
19. Competition and Giveaway Terms
From time to time, A Keepsake To Cherish may run giveaways or prize draws through Facebook, Instagram or other platforms.
The specific terms for each giveaway will be stated in the relevant promotional post and/or on this website.
Current Giveaway – August 2026
Promoter: A Keepsake To Cherish
Prize: One keepsake bear or animal made from the winner's own suitable cherished clothing, to a maximum value of £75.
There is one prize available.
The prize consists of the basic keepsake bear or animal only. Additional features, upgrades, alterations, accessories or other extras are not included in the £75 prize and may be purchased separately by the winner at the applicable additional cost.
The giveaway closes at 8:00pm on Monday 31st August 2026.
To enter, participants must follow the entry instructions stated in the giveaway Facebook post.
The winner will be selected at random from all valid entries.
The winner will be contacted using Facebook Messenger and/or other contact details reasonably available to A Keepsake To Cherish.
The winner must respond within 7 days of being contacted. If the winner does not respond within this period, A Keepsake To Cherish reserves the right to select an alternative winner.
The winner must provide suitable clothing for the keepsake. The clothing requirements contained within these Terms & Conditions will apply.
The prize is non-transferable and there is no cash alternative.
No purchase is necessary to enter.
A Keepsake To Cherish reserves the right to disqualify entries which are fraudulent, automated, duplicated or otherwise invalid.
The giveaway is in no way sponsored, endorsed, administered by or associated with Facebook.
By entering the giveaway, entrants agree to these giveaway terms.
A Keepsake To Cherish will make a reasonable attempt to contact the winner and will award the prize in accordance with these terms.
Where appropriate, A Keepsake To Cherish may publish confirmation that a valid winner has been selected. A winner may contact us if they do not wish their full name to be publicly displayed.
20. Gift Cards
A Keepsake To Cherish eGift Cards can be purchased through our website and are delivered electronically to the email address provided at the time of purchase.
Validity
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eGift Cards are valid for 12 months from the date of purchase.
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The expiry date will be shown on the eGift Card or accompanying email where applicable.
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Any unused balance will expire at the end of the 12-month validity period.
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We recommend that the recipient uses their Gift Card before the expiry date.
Using your Gift Card
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Gift Cards can be redeemed against eligible purchases through the A Keepsake To Cherish website.
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The Gift Card can be used towards keepsakes, products and other eligible items available for purchase through our website.
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If the total cost of an order is greater than the Gift Card balance, the remaining amount can be paid using another available payment method.
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If the order total is less than the Gift Card balance, the remaining balance may be retained on the Gift Card, subject to the expiry date.
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Gift Cards cannot be used to purchase another Gift Card.
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Gift Cards cannot be exchanged for cash or transferred for monetary value.
Postage and Additional Costs
Gift Cards cover the value stated on the card.
Any postage, delivery charges, additional features, upgrades or other optional extras not covered by the Gift Card value will need to be paid separately where applicable.
Keepsake Orders
Where a Gift Card is used towards a keepsake made from customer-supplied clothing, our normal A Keepsake To Cherish Terms & Conditions apply.
The recipient remains responsible for providing suitable clothing and complying with our requirements regarding customer-supplied garments.
Lost or Misused Gift Cards
Please treat your Gift Card as you would cash.
A Keepsake To Cherish cannot be responsible for Gift Cards that are lost, stolen or used without the permission of the purchaser or recipient.
If you believe your Gift Card has been used fraudulently, please contact us as soon as possible.
Refunds
Gift Cards are non-refundable once purchased, except where a refund is required by law.
Nothing in these terms affects your statutory rights.
Changes to Terms
We reserve the right to update these Gift Card Terms where reasonably necessary. Any changes will not affect Gift Cards that have already been purchased where doing so would adversely affect the customer's rights.
21. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be dealt with in accordance with applicable UK consumer law.
Contact
If you have any questions about these Terms & Conditions, your order or a product, please contact:
A Keepsake To Cherish
52 Clarkson Avenue
Wisbech
Cambridgeshire
PE13 2EH