Customer Service 

Payment

We accept MasterCard and VISA credit cards, all major Debit cards and Paypal.

Personalisation

Personalisation of your product takes at least 3 working days after payment has been received. If we are on holiday you will be notified during the checkout process that your order will be delayed.

You should allow an average of 14 days from placing your order to actually receiving it and up to 30 days in busy periods.

No personalisation will commence until payment has cleared.

If you require a gift urgently please contact us on 01926 882003 as we will try to accommodate you. All our products are personalised by us, - so we can try get your order to you quickly if required.

Postage and packing

Your order will be carefully packaged and posted to any address in the United Kingdom. Wherever possible we re-use boxes to save packaging and the environment; please therefore ensure you open your parcel as it will not always match the description on the box.

Delivery costs are calculated on the weight of your order and are clearly indicated during the checkout process. Remember wooden items are not light weight!

You will find a shipping quote factity at the bottom of the inbasket. If you select the country and enter the postcode ( i.e. NW9 ) of your shipping address, the delivery charges will be displayed before you checkout

We normally use a 3-5 day tracked courier service, within mainland UK. Royal Mail standard parcels is used if the courier does not deliver to your address(not trackable).

We also offer a 24hr courier service which provides notification of the expected delivery hour of your parcel at extra cost.

Please note that Royal Mail 1st class is only available for 100g items, and cannot be tracked.

If your item weighs less than 100g - it is sent 1st Class post with packaging from £2.50. Items over 100g and up to 1kg with packaging cost from £3.50 i.e. photo scrapbook.Items over 1kg and up to 2kg with packaging cost from £4.50 i.e. stool or keepsake boxItems over 2kg and up to 5kg with packaging cost from £6.50 i.e. childs chair or large cheeseboardWe do offer 24hr delivery on all products up to 5kg at a standard charge of £7.50.

If your order weights over 5kg we charge £8.00 and dispatch on 48 delivery, if over 10kg we charge £15.00 and dispatch on 48hr delivery

You must specify a delivery address where someone will be available to accept delivery of your parcel

All orders are delivered Monday to Friday excluding public holidays, if you require Saturday delivery please contact as there is an additional charge for this service.

PLEASE NOTE WE DO NOT SHIP OUTSIDE THE UK

Returns policy

All our goods are personalised. Our website is designed to give customers every opportunity to check all personalisation details. Unless there has been an error on our part, or the item you purchased is defective, we cannot accept returns on 'Personalised' items, as these cannot be sold to anyone else

If you do want to return an item simply email us ,indicating clearly which item(s) and the reason(s) for returning the goods.Any damage in transit must be notified within 24 hours of receipt. If products are faulty they must be returned within 7 days of receipt. Wooden Keepsakes will pay carriage for return of faulty goods only.Customers will be offered either replacement good(s) or a credit. In accordance with the Distance Selling Regulations, we cannot accept cancellations. However if work has not commenced on your order we will do our best to accommodate your requirements please contact us. Your statutory rights are not affected.

General

Please note that as all our products are handmade in natural products, no two products will be identical.Our website cannot convey 100% accuracy in representing all colours used and wood grains on our products. Wood is a live material which does vary and will change over time, the knots and grains in wood will not be represented on our website.We describe our products as accurately as possible but size, colour, designs and materials may vary occasionally from those illustrated.All items are subject to availability at the time of ordering. If for some unforeseeable reason products are unavailable and your order cannot be fulfilled, you will be contacted and offered substitute products to the same value or a refund.

Wooden Keepsakes can only be held liable for any loss up to the value of the good(s) purchased.We will not be held responsible for any losses resulting from your use of, or inability to use our website.

Toy safety

Most of our products are gifts; unless clearly stated on the description as a toy they are not intended for use in play.All our toys conform to European safety standard EN71 and bear a CE logo.Our descriptions clearly state the age that our toys are suitable for.

Privacy policy

Wooden Keepsakes is committed to protecting your privacy and we fully comply with the Data Protection laws in the UK.If you have any query about our privacy policy please e-mail us at info@woodenkeepsakes.co.uk

All of the information you supply, is stored on a secure server and we follow strict security procedures in the storage and disclosure of information to prevent unauthorised access.

Wooden Keepsakes stores your personal details for the normal handling and dispatch of ordered goods.

We may occasionally use the information we collect to notify you about important changes to our website, new services we may provide and special offers we think you'll find valuable, We do NOT send out frequent marketing emails to clog up your email. If you would prefer to opt of of this service, please let us know