FAQ's

How do I order?

Follow the instructions under each different product category.

How many items do I need?

The number of items required for keepsakes made from your precious items is stated on each individual listing. As an approximate guide;

Newborn, 0-6months requires 8 items 6-12 months requires 6 items

1yrs+ requires 2 items, can use more if you wish for a varied design

Only one adult sized item, however works best with a mix of two

I cannot use knit/crochet or lace items. For best results use cotton or polyester clothing and please ensure that it is in good condition, as this will affect the overall quality of the finished keepsake.

How do I pay?

Paypal or card via website or alternately get in touch to have an invoice sent via your email address or for bank transfers. Cheques not accepted.

 

Shipping & Processing

Orders within the UK are shipped at standard rate for second class recorded, unless upgraded.

I aim to fulfil orders within a 14 to 21 day delivery period, dependent upon workload and I will always aim to provide you with an anticipated time slot once I receive your order.

Are the keepsake animals safe for children?

Whilst all the materials and components I supply and use meet CE safety standards, please be mindful that all of my keepsake items are made from up-cycled materials and not suitable for children under 14 years of age. These are not toys and shouldn’t be treated as such.

Are the handmade toys CE tested and safe for children?

All my handmade toys are CE certified and safe from birth.

Care instructions

As my keepsakes are created from up-cycled materials the items will be subject to any previous (clothing) manufacturer’s instructions and recommendations, in this regard. I would recommend a wash of no higher than 30 degrees regardless and no use of tumble dryers.

Can I cancel, return or receive a refund?

Once your order is placed you have 14 working days to cancel or return. You will receive a full refund unless work on personalised items has already been started or specific materials have been ordered in. In that case, the amount of those materials or cost of items will be deducted from your refund total. If your order has already been dispatched, you will need to return upon arrival. Return postage is to be covered by the buyer, unless there is a fault with your item. Any faulty goods require return postage costs to be covered by myself. Please supply images of the fault to process your claim. Proof of postage is required to receive your refund. Items need to be returned in original condition. Personalised items cannot be returned.

What do I do if I am unhappy with my order?

Customer satisfaction is my number one priority. If there is a problem with your order, do not hesitate to contact myself either via any methods listed on my contact page. Please contact within 14 working days of receiving your order.

What is your delivery policy? What if my order hasn't arrived or is damaged?

Postal orders are sent via recorded delivery with Royal Mail. I am not responsible for loss or damage to items in the process of delivery. In the event that your item is lost or damage, you need to process a claim with me as soon as possible so that I can investigate with Royal Mail. A parcel is not considered lost until 15 days after it was posted. Any claims will be investigated and receive a refund upon completion of the investigation.

Providing my contact information...

Upon ordering, please ensure that your address and contact details are correct. Supplying the correct address is the responsibility of the customer and I cannot send parcels to any address other than that stated on your PayPal or payment transaction. As a customer, you have the right to the contact information of myself. All information can be found on my contact page. Any details you provide to me are to be used for communication, order and tax purposes only and will not be shared with any other party.

Other enquiries

If you have any other enquiries please contact me.