Shipping & Delivery Policy | The Keepsake Chamber

Shipping & Delivery Policy – The Keepsake Chamber

Last updated: 10.12.2025

This Shipping & Delivery Policy explains how we handle the delivery of orders placed with The Keepsake Chamber.

1. Where we deliver

We currently deliver to addresses within the United Kingdom only (England, Scotland, Wales and Northern Ireland).

If you require delivery outside the UK, please contact us before ordering – international delivery is not available by default.

2. Processing times

Because many of our items are made to order and hand-finished:

typical production/processing times will be displayed on product pages or at checkout (for example, X–Y working days);
these times may be longer during busy periods such as Christmas or Valentine’s Day.

We start production after:

receiving your order and payment, and
receiving any necessary personalisation details and proof approvals (where applicable).

Processing times are estimates, not guarantees, but we aim to be realistic and keep you updated if there are significant delays.

3. Delivery methods and charges

Orders are usually dispatched via Royal Mail or another comparable carrier.

Available delivery options (e.g. standard, tracked, express) and current prices will be shown at checkout or on the relevant platform (TikTok Shop, Meta Shop, Etsy).

Delivery charges depend on the chosen service, parcel size/weight and destination.

We reserve the right to update delivery options and pricing from time to time. The amount shown at checkout when you place your order is the amount you will be charged.

4. Free delivery

We may offer free standard UK delivery for orders with a value at or above a specified threshold (for example, £50).

Any free delivery threshold will be clearly displayed on our website or listing.

If your order falls below the threshold after discounts or vouchers, standard delivery charges may apply.

5. Dispatch and tracking

Once your order has been dispatched, we will notify you by email or via the relevant platform.

Some services include tracking; others (e.g. certain standard Royal Mail services) may not.

If tracking is available, we will provide a tracking number or link where possible.

Where a tracked option is offered at checkout, you can choose this for additional peace of mind.

6. Delivery times

Estimated delivery times will be displayed at checkout and may vary depending on the service selected, for example:

Standard UK delivery: typically X–Y working days after dispatch.
Tracked or express options: typically faster, subject to Royal Mail’s (or other carrier’s) service standards.

These timeframes are estimates and not guaranteed. Delays can occasionally occur due to factors outside our control (e.g. postal strikes, extreme weather, peak season volumes).

7. Delivery address and undeliverable parcels

Please ensure that the delivery address you provide is complete and accurate.

If a parcel cannot be delivered due to an incorrect or incomplete address, or if it is not collected from a delivery office and is returned to us, we will contact you.

We may:

re-send the parcel to a corrected address, subject to payment of additional delivery charges, or
treat the order as cancelled for non-personalised goods and refund the product price minus reasonable delivery and handling costs, where appropriate.

For personalised items, if delivery fails due to an address error for which you are responsible, we may charge for re-delivery and are unlikely to be able to offer a full refund once the item has been produced.

8. Lost or delayed deliveries

If your order appears to be substantially delayed or lost:

please check any tracking information (if available) and with your local delivery office or neighbours;
if you still cannot locate the parcel, contact us at hello@keepsakechamber.com.

We will:

investigate with the carrier,
follow the carrier’s timeframe for declaring an item lost, and
where appropriate, offer a replacement or refund.

We remain responsible for your order until it is delivered to the address you provided. Once delivery is recorded (for example, by tracking confirmation or signature), we will usually treat the order as delivered.

9. Damage in transit

If your order arrives damaged:

please contact us as soon as reasonably possible, ideally within a few days of delivery;
include photos of the damaged item and all packaging (inside and outside).

We may need this evidence to make a claim with the carrier. Depending on the situation, we will offer a repair, replacement or refund in line with our Refund & Returns Policy and your statutory rights.