📦 Return & Refund Policy

Last updated: 24-2-26

At Stacey’s Loveable Keepsakes, every item is handmade and many products are personalised or created from customers’ own clothing. Due to the custom nature of our keepsakes, our return policy is as follows:

Personalised & Custom Items

All personalised and custom-made items (including memory bears, keepsake animals, memorial cushions and personalised printed gifts) are non-returnable and non-refundable unless the item is faulty or damaged upon arrival.

This is in accordance with UK consumer law for custom-made goods.

Non-Personalised Items

For non-personalised items, you have 14 days from receiving your order to request a return.

Items must be:

• Unused

• In original condition

• In original packaging

• Accompanied by proof of purchase

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery at:

📧 staceysloveablekeepsakes@gmail.com

Please include:

• Your order number

• Clear photographs of the issue

If a fault is confirmed:

• A replacement or refund will be offered

• Return postage costs will be covered by Stacey’s Loveable Keepsakes

Return Shipping Costs

For eligible non-personalised returns, the customer is responsible for return postage costs unless the item is faulty.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Contact Information

Stacey’s Loveable Keepsakes
5 Nutfield Close
Hemlington
Middlesbrough
TS8 9QQ
United Kingdom

For any return queries, please email:
staceysloveablekeepsakes@gmail.com

 note that we cannot accept returns or refunds for personalised items unless faulty.

For non-personalised items we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at staceysloveablekeepsakes@gmail.com Please note that returns will need to be sent to the following address: 

5 Nutfield Close
Hemlington
Middlesbrough
TS8 9QQ

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at staceysloveablekeepsakes@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, digital downloads, custom products, special orders or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Note that exchanges cannot be made on personalised items.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at staceysloveablekeepsakes@gmail.com.