Terms & Conditions

Last updated: August 2026

These Terms & Conditions apply to all orders placed with LH Keepsakes through our website.

By placing an order with us, you confirm that you have read and understood these Terms & Conditions.

About LH Keepsakes

LH Keepsakes is a small UK-based business specialising in personalised gifts, keepsakes and custom products.

Where required, our business contact and legal information is also provided on our website.

Placing an Order

Please take care when placing your order and make sure that all information provided is correct before completing your purchase.

This includes checking:

Names and spelling
Dates
Personalisation details
Colours or design choices
Quantities
Delivery address
Any other information requested as part of the listing

Once an order has been placed, we will begin processing it in accordance with the information supplied.

We reserve the right to contact you if we require clarification regarding your order.

If we are unable to fulfil an order for any reason, we will contact you and arrange an appropriate refund where necessary.

Personalisation

Many of our products are made specifically for you and personalised according to the information provided when ordering.

Please check all spelling, names, dates and wording carefully before placing your order.

LH Keepsakes cannot be held responsible for errors in personalisation where the incorrect information was supplied by the customer.

We do not accept responsibility for spelling, grammatical or wording errors supplied by the customer.

If you notice an error after placing your order, please contact us as soon as possible. If your order has not yet entered production, we will do our best to make the requested amendment.

If an amendment requires additional work or materials, an additional charge may apply. We will discuss this with you before proceeding.

Product Images & Colours

We make every effort to ensure that product photographs and descriptions accurately represent our products.

However, colours may appear slightly different depending on your screen, device or display settings.

As many of our products are handmade or personalised, there may also be minor variations between individual items. These do not necessarily constitute a fault.

Prices & Payment

All prices displayed on our website are in GBP (£).

Payment must be made when placing your order unless otherwise agreed.

We currently accept payment through the payment options displayed at checkout, which may include:

Credit or debit card
PayPal
PayPal Pay in 3
Clearpay

We reserve the right to correct pricing errors or inaccuracies on the website. If an error affects an order you have placed, we will contact you before proceeding.

Dispatch Times

Our standard dispatch time is 3–7 working days.

This is the time required to create, personalise, prepare and dispatch your order. It does not include the delivery time once your order has been dispatched.

We always aim to complete and dispatch orders as quickly as possible.

During particularly busy periods, including Christmas and other seasonal occasions, dispatch times may be longer.

If you require an order by a particular date, please contact us before placing your order so that we can advise whether this is possible.

Delivery

Orders are dispatched from the UK using Evri or Royal Mail.

Available delivery options and costs will be displayed at checkout.

Our standard delivery service is Evri. Royal Mail Tracked 24 and Tracked 48 options may also be available depending on the order and delivery address.

Delivery times provided by the courier are estimates and are not guaranteed. Delivery may take longer during busy periods, adverse weather, bank holidays or other circumstances outside our control.

Once your order has been dispatched, tracking information will be provided where the selected delivery service includes tracking.

If your order appears to be delayed or has not arrived within the expected timeframe, please contact us at info@lhkeepsakes.co.uk so that we can investigate this with the delivery provider.

We will always deal with delivery issues in accordance with your statutory consumer rights.

Cancelling an Order

If you need to cancel or amend an order, please contact us as soon as possible after placing your order.

Where an order has not yet entered production, we will do our best to accommodate your request.

Once a personalised or bespoke item has entered production, cancellation may no longer be possible because the product is being made specifically for you.

Where applicable, your statutory cancellation rights still apply. However, certain personalised or bespoke goods are exempt from the usual online cancellation rights because they have been made to the customer's specifications or clearly personalised.

Returns & Refunds

Because many of our products are personalised specifically for each customer, personalised and bespoke items cannot normally be returned simply because you have changed your mind, where the law permits this exception.

For standard, non-personalised products purchased online, statutory cancellation and return rights may apply.

Where a customer has a statutory right to cancel, we will process the cancellation and refund in accordance with applicable UK consumer law.

Customers are responsible for the cost of returning an item where they are exercising a change-of-mind cancellation right, unless otherwise required by law or agreed by LH Keepsakes.

This does not affect your statutory rights.

Faulty, Damaged or Incorrect Items

We want every order to arrive exactly as expected.

If your item arrives:

Damaged
Faulty
Incorrect
Significantly different from the description

please contact us as soon as possible at info@lhkeepsakes.co.uk.

Please include your order number and clear photographs of the item and, where relevant, the packaging.

We will assess the issue and advise you on the appropriate next steps, which may include a replacement, repair or refund depending on the circumstances and your legal rights.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

Custom & Bespoke Orders

We are happy to consider custom and bespoke requests where possible.

If you request a design, colour, wording or product that is not part of our standard range, we may agree a bespoke order with you.

Any additional costs will be confirmed before the order is produced.

Bespoke products are made specifically to your requirements and may therefore be excluded from standard change-of-mind cancellation rights where permitted by law.

Copyright & Designs

All photographs, product designs, graphics, text, logos and other content displayed on the LH Keepsakes website and social media channels belong to LH Keepsakes or are used with permission.

They must not be copied, reproduced, altered, distributed or used commercially without our written permission.

Personalised designs created for customers remain subject to our intellectual property rights unless otherwise agreed.

Promotions & Discounts

Any promotional codes, discounts or special offers will be subject to the terms stated at the time of the promotion.

Promotions may have specific expiry dates, minimum spend requirements or product exclusions.

We reserve the right to withdraw or amend promotions where appropriate, but this will not affect orders already accepted using a valid promotion.

Changes to These Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes to our business, products or legal requirements.

The version in place at the time you place your order will apply to that order, unless a change is required by law.

Contact Us

If you have any questions about these Terms & Conditions, your order or our products, please contact us:

LH Keepsakes
Email: info@lhkeepsakes.co.uk

We will always aim to resolve any questions or concerns as quickly as possible.