We hope you love your order from Nellie’s Keepsake Company, but we understand that sometimes something isn’t quite right.

This policy explains how returns, refunds and exchanges work for purchases made through our website.

Returns

If you have purchased an eligible item online and have changed your mind, you have 14 days from the day your order is delivered to let us know that you would like to return it.

Once you have notified us, you then have a further 14 days to return the item to us.

Returned items must be:

• Unused and in their original condition
• Unworn and unwashed where applicable
• Returned with all original tags and packaging

Once we have received and inspected your return, we’ll process your refund to the original payment method.

Personalised &
Made-to-Order Items

As many of our keepsakes are made especially for you, personalised, customised and made-to-order items cannot be returned or exchanged unless they are faulty, damaged or we have made an error with your order.

Please take extra care when entering names, dates, spellings and other personalisation details before placing your order.

Clothing Returns & Exchanges

We understand that finding the perfect size isn’t always easy.

If an item of clothing isn’t suitable, you’re welcome to return it for a refund provided it is unworn, unwashed and has all original tags attached.

We do not offer postal exchanges.

If you require a different size, simply return the original item for a refund and place a new order for the correct size through our website. This ensures stock remains accurate and allows us to process orders as quickly as possible.

If you’re local, you’re also very welcome to bring your clothing purchase into our Holmfirth shop for an exchange, subject to stock availability.

Faulty, Damaged or Incorrect Items

We take great care when packing every order, but if your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Email us at info@nellieskeepsake.co with your order number and, where possible, photographs of the issue.

If an item is confirmed to be faulty, damaged or incorrect, we’ll work with you to resolve the problem and you won’t be responsible for any return postage costs.

Return Postage

For change-of-mind returns, customers are responsible for the cost of returning their items.

We recommend obtaining proof of postage, as we cannot be held responsible for parcels until they arrive back with us.

Please include your name and order number inside your parcel so we can process your return as quickly as possible.

Return Address

Please send returns to:

Nellie’s Keepsake Company
58 Huddersfield Road
Holmfirth
HD9 3AZ

Cancellations & Order Amendments

If you need to cancel or amend an order, please contact us as soon as possible at info@nellieskeepsake.co.

We begin processing orders quickly, particularly personalised products, so while we’ll always do our best to help, we cannot guarantee that an order can be cancelled or amended once production or dispatch preparation has begun.

Questions About Your Order?

If you have any questions regarding a return, refund or an existing order, we’re always happy to help.

Email: info@nellieskeepsake.co

We aim to respond as quickly as possible and will do everything we can to make sure you’re happy with your experience shopping with Nellie’s.

Thank you for supporting our small independent business.