Refund policy

Every bauble from The Keepsake Tree is printed to order with the names, text or photo you provide. Because each item is personalised, we can't accept returns or exchanges for change of mind. Personalised items are exempt from the 14-day cancellation period under the Consumer Contracts Regulations 2013. This does not affect your statutory rights.

Damaged, faulty or misprinted? We'll put it right.

If your bauble arrives broken, faulty, or printed differently from the design you approved, email us at weehoursco@gmail.com within 14 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund, whichever you prefer. You don't need to send the item back.

Checking your design

Please check spelling, dates and your photo carefully in the live preview before you order. We print exactly what you submit, so we can't replace items where the mistake was in the text or photo provided.

Changing or cancelling an order

Need to fix a typo or cancel? Email us within 12 hours of ordering and we'll update or cancel it free of charge. After that, your bauble may already be in production.

Refunds

Approved refunds are returned to your original payment method. Please allow 5 to 10 working days for your bank to process it.