FAQ's
We’re delivering on time and safely.
In order to keep colleagues and families safe, we have changed the way we make and pack orders.
We have introduced increased hygiene practices, where we have always worn cotton gloves to prevent fingerprint smudges on stainless-steel we are now wearing examination gloves. Our dedicated team is working safely to process online orders.
We have received several messages from you, our customers, wanting assistance to buy gifts for the people you care about. We understand that since lockdown we have all become reliant on online shopping and home delivery.
​
Doing what’s best for colleagues and customers remains our top priority and we will continue to review the situation. We are working hard to process make and pack orders on time, we will not tolerate any rudeness at any time for any reason.
Stay connected and stay safe.
We have put together a list of the most frequently asked questions which we hope should resolve your query. out of business hours.
If you’d still like to talk to someone we’d love to speak to you, so please contact Customer Services by email or phone on 02380 848037 (Monday to Friday, 10 am – 3.30 pm, excluding public holidays)
​​
Q: What are your accepted payment methods?
A: We accept a number of payment methods including debit/credit cards, PayPal. Full details can be found on the Accepted Payments page.
Q: How can I return my purchase for an exchange or refund?
A: We’re certain that you’ll love your purchase but, appreciate that on occasion you will have reason to change your mind, we’ll be more than happy to offer a refund or exchange. Just return the unworn item to us in its original packaging, with the invoice within 21 days of purchase. This offer does not include personalised items or special orders and does not affect your statutory rights. Read our full returns policy.
Q: I would like to apply for Interest-Free Credit, can you arrange this?
A: We do not offer a credit facility however, you can apply for credit using PayPal. Similar to a credit card, without the need to carry a card, PayPal Credit gives you a credit limit on your PayPal account which can be used for online purchases. See PayPal Credit to find out more.
Q: Which brands do you stock?
A: Keepsakes are made on our premises by our colleagues. We occasionally stock items that have been made for us, in this case, the item description describes this. We also sell components, pendants, charms and findings the brands are given in the item description.
Q: Do you sell Gift Cards?
A: Yes, we are pleased to offer gift cards starting from £5 right up to £100 and valid for 24 months.
Q: Do you deliver outside of the UK?
A: Yes, we deliver worldwide using a tracked for service. Please message us to discuss further.
Q: What guarantee do I receive with my purchase?
A: We offer a statutory guarantee, this guarantee is subject to the item being used as intended. These rights are additional to and do not detract from your statutory rights. See the Care and Use of your purchase.
Q: Can rings be re-sized?
A: Each ring is pre-sized and due to the material used we do not offer a re-sizeing service. You can see our guide to ring sizing here.
Q: Do you engrave items?
A: We work closely with an engraver and whilst we don't engrave on our premises we can supply a quote to personalise stainless steel pendants. Please be aware that some items may be unsuitable for engraving. Please contact Customer Services by email or Facebook Messenger as you prefer and we will get back to you as soon as possible. (manned service Monday to Friday, 10 am – 3.30 pm, excluding public holidays)
​