Personalised Products – We cannot accept returns as this is truly a bespoke item.
We cannot accept personalised items back unless they are actually faulty. Please note that there is a wide variation in how the keepsakes come out, due to the very different natures of the fabrics (how stretchy it is for example) we receive and the final item may well not look exactly like the pictures on our product pages. We do our very best to make sure you receive the items you want. If you are not happy with your order for any reason please get in touch straight away to discuss it. Please be aware of this before ordering.
If you change your mind at any point before I commence work on your order & after you have posted your package to me, let me know as soon as you can. I can offer you a full refund (Excluding Postage costs). However, once i have commenced work on your item no refund can be given.
All return postage is the responsibility of the purchaser and we recommend that you obtain a proof of postage receipt from the Post Office. We may occasionally require photo evidence before a return can be made.
Please contact us in the first instance if there is a problem with your order and we will resolve the problem promptly You have the right to cancel your order until the moment we start working on your bear, once the fabric is cut its not possible anymore to ask your clothes back and ask a refund
Deliveries – We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process.
If we accept an order from over-sea’s, you may be liable to pay import duties or other taxes.
Refunds & Cancellations – When you order through a website, you have a statutory right to cancel your order and receive a full refund for the price paid for the product, under the Consumer Protection (Distance Selling) Regulations 2000, however this right does not apply to any personalised products, or any products that have been tailored to your specific requirements. If you do wish to cancel your order you must do so before you have sent us your clothing items or before we have confirmed that we have received your clothing items, you should do this by email to info@lovedandcherished.uk. You will be responsible for the postage cost of returning the items back to you, this will be deducted from the price you paid. In exceptional circumstances, it is up to the discretion of Loved & Cherished to issue a partial or full refund.
What do I do if my order arrives damaged? – If any item you receive from us arrives damaged, please contact us as soon as possible by email at info@loveandcherished.uk We will then advise you on the best course of action. We cannot take back bespoke keepsake bears, animals or cushions unless the item is actually faulty. Please do not return a damaged order to us without contacting us first. Where there is no actual fault with the item but you are unhappy with the appearance we may agree to try and alter it for a fee starting from £10 and may vary depending on the alterations, you will need to cover the postage back to us. We cannot refund or exchange used or customer damaged items.
We will ask you to provide photos of the fault so that we can respond to you about a solution. It is your responsibility to ensure we receive the item back within 14 days of reporting a fault. After receiving the item[s] back and us confirming the faulty state, we will proceed to resolve the problem by repairing the item. If this option is not possible, a refund will be issued within 14 days. We want you to be happy with your finished keepsake and since each item is handmade to order, we work with you directly to resolve any issues.
Return of an order – If for any reason, you need to return your order back to us, we do kindly ask that it is sent back to us in the same condition it was received and in the same box/packaging it was sent to you. We advise you to track any returned items; you will be responsible for the cost of returning any items unless it is a fault of Loved & Cherished Memory Bears. Loved & Cherished Memory Bears will not accept any responsibility for the loss of clothing or returned items.
Reporting a Missing Item – We recommend that clothing is sent via tracked courier, we do not accept responsibility for any items which are lost in transit. If you are expecting an item to be delivered and it does not turn up, you must ensure to report this to us within 4 days of the due date.