Refund policy
We accept returns on non-personalised items within 14 days of delivery for both UK & International orders, which means you have 14 days after receiving your item to request a return.
As all personalised items are made especially for you, we do not accept returns, exchanges or cancellations unless:
- The item arrives damaged or faulty.
- You receive the wrong item due to an error on our part.
If this happens, please contact us within 48 hours of delivery and include clear photos of the item and the packaging. We will replace the item or issue a refund where appropriate.
To be eligible for a return, your item must be in the same condition that you received it unused in its original packaging.
To start a return, you can contact us at keepsakeboutique26@hotmail.com. Please note that returns will need to be sent to the following address:
My Keepsake Boutique
28 ILEX HOUSE
CROUCH HILL
N4 4BY
LONDON, UK
Return Shipping Costs
Customers are responsible for the return postage costs unless the item is faulty, damaged, or incorrect due to our error.
We recommend using a tracked postal service, as we cannot be responsible for items lost during transit.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at keepsakeboutique26@hotmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.