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 firstname.lastname@example.org or use the form on the Contact Us page if you have any further questions.
We offer a 60 day returns warranty for any item that is faulty or damaged due to manufacturer production and a money back satisfaction guarantee for non custom pieces if you simply change your mind. We are sorry but we are unable to exchange custom made pieces unless they are faulty due to our error or damaged in transit. We cannot cover normal wear and tear. Your warranty will start from that date of delivery to you and you must return your item back to us in it's original condition and packaging within 2 weeks of receiving it (for UK buyers) and 4 weeks (for international buyers). We advise you return it tracked for peace of mind as 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 bear the cost for this service. We are unable to pay the return postage costs upfront, however we will reimburse your costs within 14 days of your returned parcel. 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 status of your order if you are thinking of cancelling. We will be unable to accept cancellations for all 'made to order' items which have already been initiated.
We pride ourselves on excellent customer service, so if you are not entirely satisfied with your purchase please email us at email@example.com 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.
All items must be returned to us within 14 days from the date of delivery to you (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 to notify us of your wish to return or exchange the item.
- 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.
- 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 or promotional items are until stocks last or until the promotion or sale has ended.
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 30 day Warranty period, please contact us via email at firstname.lastname@example.org 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 email@example.com 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.
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 firstname.lastname@example.org 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.
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.