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Terms & Conditions

DEFINITIONS

The below phrases have the following meanings:

“we”, “us” and “our” means LH Keepsakes

“you” means the person or persons who are using our services.

All orders with us are subject to the terms and conditions set out below. Please ensure you have read these terms, and agree to them before placing an order with us. If any order is received from you, we will act upon the understanding that you agree, and are in acceptance of these terms and conditions.  We reserve the right to make amendments to these terms and conditions at any time, should we do so, you will be notified appropriately.

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INFORMATION PROVIDED

LH Keepsakes do not hold any responsibility for the information you provide for any personalised items. You must ensure all the information and spelling is correct before sending it to us. We are not responsible for proofreading or correcting any misspelling or grammatical errors. If your order requires amendments due any errors made by you, we reserve the right to charge an additional fee to reflect the time taken to make these amendments.

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TURN AROUND TIME

Turnaround time means the amount of time it takes us to produce an order, and prepare it to be dispatched. Some of our products are made to order, according to the customer requirements. Personalised items can take up to 7 working days to dispatch. Non personalised items can take 2-3 working days to dispatch.

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DELIVERY 

All of our orders are dispatched from the UK via Evri and Royal Mail. The delivery window will depend upon the delivery option you select during the checkout process.  We estimate, after dispatch, your order will arrive with you, within the following windows:

  • Evri 2-4 days

  • Tracked 24hr and 48hr available 

These delivery windows, are estimates, based on what our delivery company provides, and may vary, especially during busy times such as Christmas. The Royal Mail also have planned strikes throughout the year so this will cause a delay in delivery. 

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RETURNS AND CANCELLATIONS

If you decide to cancel your order, we reserve the right to deduct any costs for work already completed.  To avoid such costs, we recommend you cancelling an order within 24 hours of your order confirmation.

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If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer *free returns within 30 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

  • Discounted items are final and cannot be returned or exchanged.

  • Returned items must have tags still on and be returned in original product packaging.

  • Returned items must have no visible signs of wear or use.

  • We are unable to accept returns for personalised, or custom designed goods, unless there are faults with the order then we will either replace or refund. 

  • *free postage is only available for goods that are faulty or damaged, any other returns must be paid for by the customer.

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To start your return you will need to email us at info@lhkeepsakes.co.uk with your name and order number. Once the initial email has been sent we will then explain step by step on what is going to happen next. 

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