Return & Cancellation Policy


Custom Keepsakes – Returns, Cancellations & Voucher Policy


Important:

Because all memory keepsakes are custom handmade items using your own clothing, returns and refunds are not accepted once production has begun. 

 Cancellation and Voucher Policy

 

 1. Order Cancellation

  • Orders can only be cancelled within 1 hour of placing the order.
  • After this time, automatic cancellation is no longer possible

 

 2. Sending Items

  • Once the order is paid and confirmed by me, I will contact you within 24 hours with instructions on how to send the required items.
  • Items must be sent within 1 week of this notification, unless another arrangement for the delivery time is agreed.

 

  3. If Items Are Not Sent on Time

  • The order will be cancelled if the items are not sent within the specified time and no alternative arrangement for the delivery time is agreed.
  • Payment will be converted into a Store Credit, not refunded in cash.
  • The Store Credit is valid for 6 months from the date of issue and can be used at any time to place a new order once you are ready

 

 4. Production Slot Protection

  • This policy is in place to prevent long delays from blocking production slots for other customers

 

5. Discount

  • Any original discount applied to the order will not be carried over to the Store Credit


Gift Vouchers and Store Credit Policy

1. Gift Vouchers (Purchased Vouchers)

  • Gift Vouchers are valid for 3 years from the date of purchase, in accordance with Australian Consumer Law.
  • They can be redeemed online for any available product.
  • Gift Vouchers are non-refundable and cannot be exchanged for cash.
  • If the value of the purchase exceeds the voucher amount, the customer must pay the difference.
  • If the value of the purchase is lower than the voucher amount, the remaining balance will stay on the voucher until the expiry date.


2. Store Credit (Issued for Cancelled Orders)

  • If an order is cancelled because required items are not provided within the agreed timeframe, the payment will be converted into Store Credit.
  • Store Credit is valid for 6 months from the date of issue.
  • Store Credit is not considered a Gift Voucher under Australian law and is provided as a goodwill solution.
  • Store Credit is non-refundable and cannot be exchanged for cash.
  • Orders placed using Store Credit will be charged at the current product prices at the time of ordering. Any amount exceeding the store credit value must be paid by the customer.

 

Need help?

If you have any concerns about your order, please get in touch, we’re happy to help where possible.