Delivery & Returns

Free UK delivery on all orders - 3 to 5 working days from dispatch.
Express UK delivery - next working weekday from dispatch £9.95

Europe £9.95 - 3 to 7 working days from dispatch and Free shipping on orders over £100
 
Rest of the World £11.95 - 5 to 10 working days from dispatch and Free shipping on orders over £150
Our working week is Monday to Friday, excluding bank holidays and seasonal / annual holidays.

We deliver to the UK, Europe and Worldwide and also offer an express UK delivery service.   Delivery timescales are shown when checking out your order and are from the date of dispatching out your order and not from the date of ordering, as many of our pieces require time to craft.  Please see each individual product for dispatch details. Any orders containing multiple items will be dispatched together once all items have been crafted.  If you require an item sooner, please feel free to contact us.

 

We aim to dispatch all products within the timescales stated for each individual product description.  All orders will be processed within our working days, Monday to Friday, excluding Bank Holidays & during our holiday closures, where orders will be processed as normal upon reopening unless there is a query about a delivery address, an item is out of stock or other matter in relation to both consumer & ourselves which would hinder processing of an order, therefore we will contact you before processing if that is the case.   Please allow a couple of days extra processing time for busier periods such as seasonal and special events and custom orders.

To qualify for Free Delivery / Shipping, all items must be added to your cart before checking out. The Free delivery option will then shown at checkout on qualifying orders.  Any customs duty and taxes incurred in the country of destination are the responsibility of the customer.

All orders require a full valid postcode/zipcode. We are not able to deliver to P.O boxes. If you provide an incorrect delivery address, we do not accept responsibility for the failure of an order to arrive. An extra delivery charge may become payable if you are not present to accept delivery. Risk of damage or loss to the goods passes to you on delivery or, if you wrongfully refuse delivery, when delivery is attempted.

Please email us at hello@prettylittlekeepsakes.co.uk or use the form on the Contact Us page if you have any further questions.

 

Satisfaction Guarantee

We offer a 60 day returns warranty for any product that has been damaged in transit or is faulty due to an error made by Pretty Little Keepsakes.  We also offer a 7 day money back satisfaction guarantee for non custom pieces if you simply change your mind within 7 days of receiving your item.  We are sorry but we are unable to exchange custom made pieces unless they are faulty due to an error in production made by Pretty Little Keepsakes or damaged in transit before reaching you.  Your warranty does not cover normal wear and tear. 

Please check your order carefully upon arrival to you.  Your warranty will start from the date of delivery to you and if any item is found to be faulty or damaged upon arrival to you, please contact us within 7 days.  We will advise on the best resolution.  On occasions we may request you to return an item back to us.  If this is the case, than the item must be returned back to us within its original packaging and condition within 2 weeks of receiving it (for UK buyers) and 4 weeks (for international buyers).  We would recommend returning it back to us using a tracked service for peace of mind.  We will be unable to refund or replace until we are in receipt of your returned item(s).  If we are at fault or your item is damaged due to transit then we will bear the cost of the return postage costs to send it back to us. We will pay up to small parcel tracked 2nd class via Royal Mail for UK buyers and tracked and signed standard international for international buyers.  Please do not send via courier as we cannot cover the cost for this service.  Returned postage costs will need to e paid upfront by yourself and we will reimburse the costs to you within 14 days of receipt of the returned item.   PLEASE CHECK YOUR ITEM UPON DELIVERY TO YOU.  We will be unable to accept any returns after the warranty periods have expired.

 

Your Right to Cancel

We will happily accept cancellation of orders for items which have not yet been made. YOU MUST ADVISE US AS SOON AS POSSIBLE OF YOUR INTENTION TO CANCEL   Please contact us to check the progression of your order if you are considering cancelling.  We will be unable to accept cancellations for all 'made to order' items which have already been initiated.

 

Returns

We pride ourselves on excellent customer service, so if you are not entirely satisfied with your purchase please notify us within the timescales stated above by emailing your concerns to hello@prettylittlekeepsakes.co.uk or via our Contact Us page quoting your order reference, name and address, details of the product, the reason for return. We will then advise you on how to proceed.

If we require that an item is to be returned back to us, this must be done within 14 days from the date our request (UK buyers) and 4 weeks for all international orders for an exchange or refund and must be within its original packaging, undamaged and unworn. Unfortunately we cannot accept returns on bespoke or made-to-order items unless the item is faulty or, for hygiene reasons, pierced earrings.

We recommend that you use insured post, not courier (keeping proof of your dispatch). The item (s) is your responsibility until it reaches us. We will email you when your item has been received back. If you return an item without notification we will simply hold onto it and await your contact.

Please allow 14 working days for us to process exchanges and refunds after receipt of goods to Pretty Little Keepsakes.  As we will only be able to issue refunds on faulty/damaged items, your refund will be full, including any postage charges, and made via your original method of payment.

We are happy to accept returns on all items apart from Bespoke, Made to Order, and pierced earrings, for an exchange or refund providing:

1) You have emailed us within 7 days of receiving your order to notify us of your wish to return or exchange the item.

  1. Return the item(s) in question to us within 14 days from the date of your invoice (we make allowances for Christmas and Bank Holidays etc). We allow 4 weeks for International orders.
  2. Return the item(s) to us in the same condition as we dispatched it – unworn and with all the original packaging intact and the security tags in place.

 

Sale Items

Sale or promotional items are until stocks last or until the promotion or sale has ended.

 

Faulty Items

Please check your item(s) for any faults upon delivery when you receive them. If the item(s) is/are faulty, or develops a fault within the Free 60 day Warranty period,  please contact us via email at hello@prettylittlekeepsakes.co.uk or via our Contact Us page with your order number and details of the fault, stating whether you require a replacement or refund. We will then advise on how to proceed with the return. On receipt of the item by Pretty Little Keepsakes, we will inspect the product for the reported fault. There will be no postage charge to the customer in the case of replacing a genuine faulty item.  If We request return of an item(s), we will advise the postage method in which to send them back to us and issue a refund for that postage method upon receipt of return.  We will pay postage costs of upto 1st class recorded.  We are unable to pay postage costs for next day/special delivery or courier services.   If there is a problem with the reported fault, we will contact the customer where possible fees may apply in cases of postage and replacements to the customer.  Please note that items that are damaged as a result of common wear and tear or customer negligence are not considered to be faulty.

 

Receiving the wrong Item

If the item you received is not what you originally ordered, please email us at hello@prettylittlekeepsakes.co.uk or using our Contact Us page,within 7 days of delivery, quoting your order number, full name and address, details of the product and explaining how this is different from your original order. We will then advise on how best to proceed.

 

Lost Items

A refund for lost items may be dependent upon the specific postal/courier compensation claim (we make sure everything is adequately insured). We will only consider a claim for missing items if an item has not been delivered after 15 days for UK, 4 weeks for Europe and 6 weeks for the Rest of the World. Please contact us via email to hello@prettylittlekeepsakes.co.uk or via our Contact Us page where we will look into this for you and advise on how to proceed.

 

Uncollected or Refused Orders

If your order is refused on delivery or uncollected and subsequently returned to us, then a redelivery cost will be charged to you (we will advise on the cost).  We are unable to accept responsibility for lost items as a result.

 

Late Returns

You have 14 days (UK buyers) or (4 weeks for International orders) from the day of delivery to return your item along with your original invoice which is enclosed with all orders. Items received outside this time frame will not be eligible for refund. Any credit notes will be at our discretion.

Jewellery Size Guides

Please feel free to use our sizing guides when deciding on the appropriate length for your necklace, bracelet and bangle requirements.  Our guides are here as advisories only.  

 

A GUIDE TO THE PERFECT NECKLACE LENGTH FOR YOU

 This is a simple guide to show various necklace lengths based on the average neck size  To obtain the same look and position of your necklace on the neck, please take into consideration to increase the length for larger neck sizes and reduce the length for smaller neck sizes.

chain-length-guide.jpg

 

HOW TO MEASURE THE NECK TO FIT A CHAIN

Place a thin strip of paper or flexible tape measure around your neck and start the paper where you would like your necklace to sit.  Join the paper or tape till it meets the start point and then place a small mark on the paper, or simply hold the tape in-between your fingers at the meet point.  If using paper, you can then lie the paper flat and measure, or if using a tape measure you will immediately see the result in cm or inches at the point in-between your fingers.  Doing it this way will gauge a better result to the correct necklace length for you.  Take into consideration any pendants or charms that will be part of the necklace.  Lengths on products are normally for the chain only.  Necklaces may sit slightly lower if a pendant/charm is included. 

   

 

 MEASURING YOUR WRIST TO FIT A BRACELET

Wrap a tape measure around the wrist on which you plan to wear your bracelet. Make a note of the number at the point where the tape meets the 0. To ensure the bracelet fits comfortably, add 1.5 cm. You can then add or subtract centimeters according to whether you prefer a loose, exact or tight fit.  If you don;t have a flexible material or paper tape measure to hand, simply wrap a strip of paper around your wrist and mark off the paper where the beginning of the paper strip meets.  Then use a tape measure to measure the length in cm or inches (whichever your prefer to use)  Please allow approx 1.5cm extra if you prefer a loose fit.

Measuring your wrist to fit a bracelet

 

MEASURING YOUR HAND TO FIT A BANGLE

Begin by folding your thumb across your hand as far as comfortably possible.  Then with your other hand take a flexible tape measure or slim piece of paper and wrap around the widest point of you folded hand.  This will allow the bangle to slide on comfortably and sit on the wrist without falling off once your hand is open again.  Hold the paper or measuring tape at the point the tape or paper meets from the start point.  If using paper, mark off with a pen and then measure.  If using a measuring tape, hold in-between your fingers where the tape meets the start point and you will see instant results in cm or inches.  If adding extra length for comfort, we would advise not too add too much length as this could result in the bangle becoming too large and could easily slip off the wrist.

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