Frequently Asked Questions
How long will my order take?
Our standard dispatch time is 3–7 working days. We always aim to get your order completed and dispatched as quickly as possible.
Please note that dispatch times may be longer during particularly busy periods, such as Christmas and other seasonal occasions.
Your estimated dispatch time refers to the time needed to create and prepare your order and does not include the delivery time.
What delivery methods do you offer?
We use Evri as our standard delivery service.
We also offer Royal Mail Tracked 48 and Royal Mail Tracked 24 as additional delivery options at checkout.
Once your order has been dispatched, you will receive tracking information for your chosen delivery service.
What payment methods do you accept?
We currently accept:
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Credit and debit cards
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PayPal
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PayPal Pay in 3
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Clearpay
Available payment options will be displayed at checkout.
Can I change or cancel my order?
As our products are personalised specifically for you, we may be unable to make changes or accept cancellations once your order has entered production.
If you need to make a change to your order, please contact us as soon as possible after placing your order and we will do our best to help.
What information do I need to provide for a personalised order?
Please carefully check all personalisation details before placing your order, including names, dates, spelling and wording.
We personalise your item using the information provided at checkout. We cannot be held responsible for errors supplied by the customer.
If you notice a mistake after placing your order, please contact us as soon as possible.
Can I request a different colour, design or personalisation?
Where possible, we are happy to accommodate personalised requests.
If you have something specific in mind that isn't shown on a listing, please get in touch before ordering and we'll let you know what we can offer.
My order hasn't arrived. What should I do?
Once your order has been dispatched, you will receive tracking information for Evri or Royal Mail, depending on the delivery service selected.
You can use your tracking number to follow the progress of your parcel.
If your parcel appears to be delayed or you believe it may be lost, please contact us at info@lhkeepsakes.co.uk and we'll be happy to look into this for you.
Please note that once an order has been handed to the delivery provider, delivery times are outside of our control.
What is your returns policy?
As many of our products are personalised specifically for you, personalised items may not be eligible for return or refund if you have simply changed your mind.
For full information about returns, refunds and your rights, please see our Terms & Conditions.
If your item arrives damaged or there is a problem with your order, please contact us as soon as possible so we can help.
What happens if I receive my order damaged?
If your order arrives damaged, please contact us as soon as possible with your order number and clear photographs of the item and packaging.
We will assess the issue and advise you on the next steps.
Can I order something that isn't currently listed on the website?
Absolutely! If you're looking for something personalised that you can't currently see on the website, please get in touch.
We may be able to create something specifically for you.
Do you accept custom orders?
Yes. We love creating personalised items and are happy to discuss bespoke requests where possible.
Please contact us before ordering so we can discuss your requirements and provide a price if necessary.
Where can I find your policies?
Our policies and important customer information can be found in the footer menu of the website.
These include our Terms & Conditions, Privacy Policy and other important information relating to ordering from LH Keepsakes.
How can I contact you?
If you have a question that isn't answered here, please get in touch.
We'll be happy to help with any questions about our products, personalisation or your order.