Ordering and Customer Services

Orders can be placed:

On-line - Payment by Paypal

We have a secure payment system for your online purchase, via PayPal. PLEASE NOTE - You are not required to have a PayPal account to order from our on-line shop

Using PayPal gives you the flexibility to make payments via a variety of credit and debit cards, your PayPal balance or even via your bank account.

With PayPal, you can shop online securely and conveniently using your debit or credit card, bank account or PayPal balance - all without sharing your financial details with the seller

MINIMUM ORDER VALUE

The costs incurred by Royal Mail and Debit/Credit charges mean that commercially we need to have a minimum order value of £4.00 which is applicable to all on line & telephone orders. Orders under £3.99 will incur a £3.25 postage charge.

ORDER CONFIRMATION > Receipt for Your Payment to tina@keepsakekreations.co.uk

After you have completed the checkout process and paid for your items through Paypal you will be sent a confirmation receipt of payment and transaction number , to the e-mail address registered with Paypal. It is important that your e-mail address is correct. One of the most important items of information on your order is your Paypal receipt of payment (service@paypal.co.uk ) Your invoice/ Paypal receipt will be your proof of purchase.

Please print this document and keep it in a safe place for immediate or long term reference. You will need to quote your e-mail address & transaction/receipt ID: in all future contacts for your order.

Proof of Purchase > Paypal Invoice/ Receipt

Your paypal receipt will arrive, in most cases, as soon as payment has been authorised by Paypal and before your order has been delivered. We consider it has two purposes. Firstly it confirms that your order has been received, charged and is going ahead.

Paypal receipt will show

Payment DetailsPurchased FromTransaction/Receipt IDItems Purchased

Once your order has been dispatched we will update your Paypal transaction, and you should receive an automated e-mail from Paypal to advise your order is on its way. An packing slip will also be included in your packaged items.

IMPORTANT NOTICE: Paypal eCheque Payments

An eCheque is an electronic funds transfer that withdraws money directly from your bank account. It's just like writing a cheque, only it is done electronically. When you send money with an eCheque, the transaction will be held as pending for seven to nine working days, until the electronic funds transfer has cleared your bank. Orders will not be dispatched until we have received cleared funds from Paypal - this will delay your order.

TELEPHONE ORDER LINE - 01344 297160

(Mon - Fri 9.30am - 4.30pm)

(Sat - Sun 10.00 - 4.00 March - May)

PLEASE NOTE - Internet orders do take priority over telephone orders.

As a specialist small internet retailer during the months of May & June we are not always able to accept telephone orders as this enables us to prioritise our resources which is critical in getting customer internet orders processed and despatched as quickly as possible. We also do not accept personalised orders via the telephone.

Our preferred method of contact is by email. Emails are checked at regular intervals.

Bank Description

Secure payment for Credit and Debit cards. Orders are processed through secure hosting servers, Paypal and Worldpay, the bank transaction description shown on your bank account will be KEEPSAKE KREATIONS - Paypal, KEEPSAKE KANDLES - Worldpay and not First Holy Communion Day.

We are internet retailers so only accept orders by internet or phone . We do not have a retail shop front.

CONTACT OUTSIDE STUDIO HOURS

Emails are checked personally by our sales team. Although emails are received out of business hours it is unlikely that emails will be confirmed outside the normal working hours for our office.

ORDER PROCESSING & DISPATCH TIMES

PLEASE NOTE: The dispatch time for an order can range from 1 working day to 10 working days

* (14 days at busy times) after an order has been shipped, depending on the postage option chosen.

We offer three types of UK Royal Mail postage services & One type of Overseas postage service:

FREE STANDARD 2ND CLASS DELIVERY WITHIN UK - For when time isn't important

Processing and Dispatch Timescale: 5 - 10 working days

When to expect receipt of your order? We recommend that you allow 10 - 14 working days from placement of order to receipt of goods 14* working days during busy times.

NORMAL 1ST CLASS DELIVERY WITHIN UK - £4.95 PER ORDER

Processing and Dispatch Timescale: 3 - 5 working days

When to expect receipt of your order? We recommend that you allow 5 - 7 working days from placement of order to receipt of goods. Please note working days are Monday - Friday.

EXPRESS UK NEXT DAY DELIVERY - From £7.95 PER ORDER

Processing and Dispatch Timescale - orders placed before 1pm dispatched sameday

When to expect receipt of your order? Guaranteed next day delivery before 1.00pm to 99%* of the UK.

AIR MAIL - INTERNATIONAL SIGNED FOR SERVICE - £8.50 Europe & £10.50 R.O.W

Only available on orders under 2kg

To avoid disappointment or additional worry about if your order will arrive in time, please make sure you add the correct postage service to your basket BEFORE, you proceed to Paypal Checkout. There is NOT a selection of Postage Options at Paypal Checkout

Made to Order Products

If you are ordering both personalised or made to order products (excluding drop ship) and stock items at the same time, we will send them together when your personalised/made to order gifts are ready, unless you let us know otherwise.

Royal Mail & National Courier Delivery Services

We must state as part of our terms & conditions that once we have processed and dispatched your order and it has been accepted by the Royal Mail or National Carrier we are completely in their hands to operate their service. We regret that we cannot be responsible when your order may arrive later than expected or is lost in their service.

Stock Inventory

Our stock inventory is updated on a daily basis. However, if the items you wish to purchase have sold out, we will contact you immediately to advise you of expected delivery date or you will be given other options or you may choose to have a instant refund.

If an item is out of stock then your order may arrive with some items to follow, these items will be despatched as soon as stocks are available. Please dont be alarmed - it is normal practice for us to have all items displayed in stock but surges do happen where items are concerned and items can be out of stock.

Partial Deliveries - We have the right to make partial deliveries when some items are out of stock and will despatch the out of stock items as soon as we have them with no extra charge for delivery. We will contact you to confirm the status of your order.

In-stock items are despatched as per delivery timescales. Personalised Orders, Favour orders will follow on as soon as per delivery timescales.

Please note that although we hold stocks of all our items, we do recommend that you select your styles early to avoid disappointment. Re-stocking is not possible in the time available and we do recommend that you order early to avoid disappointment.

Personalised Hand Made to Order Gifts - These items are processed by First Holy Communion Day and orders sent to our designers, most of these items are sent direct from suppliers. For more information please click on track order

Cancellation:

If you wish to cancel your purchases from First Holy Communion Day, you must contact us within 24 hours of first placing your order. Providing we receive your notification before production has commenced or any item has been dispatched, we will cancel your order and you will not be charged.

If any payment is subsequently withdrawn, disputed, charged back or reversed in any way by the customer the full amount plus any additional fees will become payable by the customer.

Dispute Resolution If the Customer has any complaint he or she should contact First Holy Communion Day on 01344 297160 or email the complaint to tina@keepsakekreations.co.uk

First Holy Communion Day agrees to respond promptly to all complaints in a fair and equitable manner.

We are entitled to refuse any order placed by a buyer and will not be required to provide an explanation. If we are unable to process your order we will advise within 48 - 72 hours and a refund will be processed.