KentKeepsakeCo

I'm so sorry! Please send us a message through Etsy as soon as possible including clear photo of the damaged item and the packaging that it arrived in.

Once we've seen the problem, I'll work with you to find the best solution.

I can't guarantee that an order will arrive by a specific date simply because the date has been added to the personalisation box or order notes. As all our items are made and personalised to order, each product has a turnaround/processing time. You can find the current turnaround time for your chosen item within the product description, please check this before placing an order.

Please also note that selecting the first class postage option does not speed up the processing or making time of your order. This only changes the postage service used once your order has been completed or dispatched.

I always work as quickly as I can while making sure every order is finished to a high standard, but we're unable to move orders ahead of others.

If the engraving is different from the personalisation details you provided when ordering, please contact me with a photo of the item and I'll put things right.

Please note that personalised items are made using the exact information supplied with your order. Unfortunately, I can't replace or refund an item where the engraving matches the details provided but a spelling, date or other personalisation detail was entered incorrectly by the customer.

If you notice a mistake after ordering, message us as soon as possible. If I haven't already started making your item, I'll may be able to change it.

Sorry about that! Please send us a photo through Etsy of the item you have received. I will check your order and arrange a solution for you.

I'm sorry to hear that your order has not arrived. I ship all my products with Royal Mail and occasionally parcels can be delayed while in transit, especially during busy periods.

If your estimated delivery date has passed and your parcel still hasn't arrived, please contact us through messages and I'll help you with the next steps.

Please note that currently (August 2026), according to Royal Mail's policies and procedures, they will not consider the item lost or delayed until 10 working days after the estimated arrival date.

Once your item has been dispatched from us with Royal Mail, any delivery delays are out of my control however I'll do my best to assist you with the next steps in order to find a solution.

If your tracking shows your parcel as delivered, please check around your property, any safe places, with your neighbours or other members of your household first.

If you still can't locate it, please contact the delivery carrier using your tracking information and message us through Etsy so we're aware of the situation.

As our personalised products are made especially for you, I don't generally accept returns or exchanges for the change of mind or personalisation details that were supplied incorrectly.

Unfortunately, we're unable to offer rush orders or guarantee that an order will be made or delivered earlier than an estimated timeframe shown on the listing.

Each item is handmade and personalised and I work through each order in the order they are received. This helps us give every item the time and care it deserves.

If you need your order for a particular date, please check the estimated delivery date before placing your order and allow extra time where possible in case there are delays in transit. Delivery estimates are not guaranteed as delays with postal or courier services can occasionally occur.