Welcome to Nellie’s Keepsake Company. These Terms & Conditions apply when you purchase products through our website.

By placing an order with us, you agree to the terms set out below. If you have any questions before ordering, please contact us at info@nellieskeepsake.co.

Orders & Personalisation

Please check all information carefully before submitting your order, particularly names, dates, spellings, colours, sizes and any other personalisation details.

Personalised and made-to-order products are created using the information supplied by you when ordering.

If we make an error with your personalisation, we will of course put this right for you. However, if an item has been made correctly using the information provided when the order was placed, we cannot provide a free replacement due to a customer spelling, sizing, colour or other selection error.

If you realise you have made a mistake after placing an order, please email info@nellieskeepsake.co as soon as possible. If production has not yet begun, we will always do our best to amend it.

Making & Processing Times

Many of our personalised products are made to order in our Holmfirth studio and therefore require additional time before dispatch.

Estimated production and dispatch times may vary between products, so please check the individual product page before ordering.

During particularly busy periods, especially in the run-up to Christmas, personalised orders may take longer to produce.

In-stock, non-personalised products will usually be dispatched sooner.

Delivery

Delivery charges are calculated according to the weight of your order and the delivery service selected at checkout.

Standard and Express delivery options are available. Please note that choosing Express Delivery relates to the delivery speed once your parcel has been dispatched and does not reduce the production time of personalised or made-to-order products.

If you need an order for a particular date, please contact us at info@nellieskeepsake.co before ordering and we’ll let you know whether we can accommodate your request.

Please see our Shipping & Delivery Policy for full information on delivery charges and estimated times.

Returns & Refunds

Eligible non-personalised items purchased online can be returned in accordance with our Returns Policy.

Personalised, customised and made-to-order products cannot normally be returned or exchanged because they have been created specifically for you, unless they are faulty, damaged or we have made an error.

Clothing and other eligible products must be returned unused, unworn and in their original condition with all tags attached where applicable.

Please see our Returns Policy for full details.

Faulty, Damaged or Incorrect Items

We take great care when making, selecting and packing your order.

If an item arrives faulty, damaged or incorrect, please contact us at info@nellieskeepsake.co as soon as possible, including your order number and photographs of the problem where appropriate.

If we have made an error with your order, we will work with you to put it right at no additional cost to you.

Nothing in these Terms & Conditions affects your statutory rights.

Handmade & Personalised Products

Our personalised keepsakes are individually made, cut, engraved and finished, so no two pieces will ever be completely identical.

Wood is a natural material and variations in colour, grain, knots and markings are part of its character. These natural variations are not considered faults.

Laser cutting and engraving can also naturally produce slight variations in colour, engraving depth and finish, as well as darker edges or light scorch marks.

These characteristics are a natural part of the laser-cutting process and are not considered defects.

Similarly, colours displayed on screen may vary slightly from the finished product due to differences between screens, materials and manufacturing batches.

We believe these small variations are part of what makes every Nellie’s piece unique.

Product Safety

Please always follow the safety information and age recommendations provided with individual products.

Some of our handmade keepsakes and decorative products are decorative items rather than toys and may contain small parts. Where a product is intended for decorative use only, this will be stated on the product listing and/or packaging.

Decorative products should be kept out of reach of babies, young children and pets where appropriate.

Products sold as toys should be used in accordance with the manufacturer's recommended age and safety instructions.

Product Information & Availability

We make every effort to ensure product descriptions, photographs, prices and availability are accurate.

Occasionally, an item may become unavailable after an order has been placed. If this happens, we will contact you as soon as possible and offer an appropriate alternative or refund.

We reserve the right to correct genuine errors in product information or pricing.

Contact Us

If you have any questions about an order or these Terms & Conditions, please contact us:

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

Email: info@nellieskeepsake.co