Ordering and Customer Services

Orders can be placed:

On-line - Payment by Paypal (Preferred Method)

The costs incurred by Royal Mail and Debit/Credit charges mean that commercially we need to have a minimum order value of £2.50 which is applicable to all on line & telephone orders

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 Paypalpal. 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.

By post - Print off the order form from the website, complete & post with payment details (Switch/MasterCard/Visa/Cheque) - Cheques payable to KEEPSAKE KANDLES

to: - FHC Mail Order, Tina Bourke, 8 Royal Victoria Gardens, South Ascot. Berkshire SL5 9ET

Due to bank charges we only deposit cheques one day a week. Orders will not be dispatched until we have received cleared funds from bank- this will delay your order up to 10 - 14 days.

By phone + 44 (0) 1344 297160

We accept payments by all major credit and debit cards, using Worldpay – the leading payment service provider (PSP). Phone orders can take longer to process as invoices and payments have to be raised and processed manually before items are dispatched. We do not accept Personalised Gift Orders by phone. Personalised Gift Orders need to be confirmed by e-mail or letter.

We are a small company and sometimes have to rely on voicemail to take calls, but if you can't reach us, please leave a message and landline number (no mobiles numbers) and we will call you back just as soon as possible.

Bank Description

Secure payment for Credit and Debit cards. Orders are processed through secure hostingservers, 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.

Customer assistance: Retail sales & Advertising enquiries

During Communion Season March - May

Lines open Monday - Friday – 9.30am – 4.30pm

Lines open Saturday & Sunday - 10.00am – 4pm * During March the design studio is closed on Sundays as we are at Communion Sales

During June - February

Lines open Monday - Friday – 9.30am – 4.30pm

By phone - + 44 (0) 1344 297160

By Email - For customer services please email or use our on-line form.

(If the line is busy it will switch to automatic voice mail, please do leave your name and telephone number, we will call you back and do value your business)

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.

During the normal working days and weeks of the year you should receive your email replys within 48 hours depending upon global time differences. In many cases, during a normal UK working day, this will be much sooner. During UK weekends email received on Saturday or Sunday could take 36 to 48 hours. At peak periods or UK Bank Holidays this could be longer.

RETURNS POLICY - Non Personalised or Made to Order Items

The www.firstholycommunionday.co.uk “if you’re happy, we’re happy guarantee”

We know that buying over the Internet, by its nature, is not the same experience as shopping on the high street. You can’t pick it up, you can’t try it on, and your computer screen may not show the true colours. To help build your confidence in purchasing from our site, we offer you the following guarantee on non personalised or made to order items: if for any reason at all you are not happy with your purchase on receipt, then as long as you return it to us, unused, in it’s original condition along with it’s original packaging within 14 days then we will refund to you the full price less postage (postage & packing) you paid within 30 days of us receiving the returned item in it’s original condition.

Postage and Packing charges are a separate contract and are deemed as a service that has begun and has been completed before the end of the 14 day money back policy period and hence will not be refunded.

First Holy Communion Day offers a fourteen day money back policy.

The customer has the right to change their mind and cancel an order within 14 days of receiving the item(s). A full refund minus postage costs will be given.The customer must also bear all the costs of returning any goods to First Holy Communion Day and provide a proof of delivery. A 20% restocking fee is charge for items returned after 14 days.

To return a product you will need to contact us by telephone or e-mail returns number to receive a returns number. Certain product categories by their nature are exempt from the 14 day return policy.

The customer must take care of the company’s goods whilst in their possession and ensure that they are returned in pristine unopened condition,all returned items be suitably packaged and you must provide a proof of purchase. The Post Office does not recommend Recorded Delivery for Jewellery items.

The company will not pay for the customers return postage fee for unsuitable goods. We recommend that returned items should be sent by Recorded delivery, or you should obtain proof of posting from the post office.

First Holy Communion Day must receive all returns within 14 days of the returns number being issued and any goods received after this period will be dealt with on an individual basis.

If any goods are returned to First Holy Communion Day outside of the 14 day money back period within a reasonable period First Holy Communion Day reserves the right to levy a handling charge.

A charge of 20% of the invoice value of the goods returned.

RETURNS POLICY - Jewellery

All of the designer made to order jewellery items i.e. Charm Bracelets, Tiaras, on our website are handmade to your own specifications and therefore cannot be refunded or exchanged. Handmade items are exempt from the ‘Distance Selling Regulations’. For more information please visit the Office of Fair Trading website. Due to Health & Safety reasons earring cannot be refunded or exchanged.

RETURNS POLICY - Personalised Items

Personalised items cannot be accepted for return unless the item was incorrectly made to the customer's specifications. All of our personalised gifts are handmade to your own specifications and therefore cannot be refunded or exchanged. Handmade items are exempt from the ‘Distance Selling Regulations’. For more information please visit the Office of Fair Trading website.

PLEASE NOTE: PLEASE ALLOW 30 DAYS FOR A REFUND TO YOUR BANK ACCOUNT.

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.