Refund policy

Refund Policy

Last updated: 20th February 2026

At Memories of Time, every piece is thoughtfully created to hold something deeply personal. Many of our items are custom-made using personal inclusions, which means each keepsake is unique.

Please read the following policy carefully before placing your order.

Custom & Personalised Items

Due to the nature of our work:

  • Custom and personalised items are non-refundable and non-returnable

  • This includes any item created using personal inclusions such as hair or other sentimental materials

  • Once work has begun on a custom piece, the order cannot be cancelled

This policy is in line with UK consumer law for personalised and made-to-order items.

Before Creation Begins

If you need to cancel your order before your inclusion has been received and before work has started, please contact us as soon as possible.

If no work has begun, we may be able to offer a refund or partial refund at our discretion.

Faulty or Damaged Items

If your keepsake arrives damaged or faulty, please contact us within 48 hours of delivery with:

  • Your order number

  • A clear description of the issue

  • Photographs showing the damage or fault

If a fault is confirmed, we will:

  • Repair the item, or

  • Replace the item, or

  • Offer an appropriate resolution in line with your statutory rights

This does not affect your rights under UK consumer law.

Returns

We do not accept returns for:

  • Custom or personalised items

  • Items created using personal inclusions

Non-custom items (if applicable) may be eligible for return within 14 days of delivery, provided they are unused and in their original condition. Return postage costs are the responsibility of the customer unless the item is faulty.

Shipping & Delivery

We are not responsible for:

  • Delays caused by postal services

  • Items lost in transit once proof of postage has been provided

We strongly recommend using tracked delivery when sending personal inclusions to us.

Exchanges

As each piece is individually created, we do not offer exchanges on custom items. Please ensure all order details are correct before completing your purchase.

Contact Us

If you have any questions about this policy or your order, please contact us at:

Email: hello@memoriesoftime.co.uk
Business name: Memories of Time