Terms & Conditions
1. The Contract Between Us
1.1 – We must receive payment of the whole of the price for the keepsake that you order before your item can be made.
1.2 – In most cases we will accept a deposit to secure an order slot for you, this deposit is non-refundable.
2.1 – The prices payable for goods that you order are as set out in our website and all prices are quoted in pounds sterling. You can pay by paypal, debit or credit card or bank transfer
2.2 – You will be required to pay extra for delivery unless otherwise stated. It might not be possible for us to deliver to some locations. You will be provided with the total price of the transaction including postage and packing before you complete your purchase. There are no hidden extra costs. All our delivery charges are set out on our website.
2.3 – No items will be dispatched until full payment has been made.
3. Right For You To Cancel or Return Your order or alter a finished keepsake
3.1 – You may cancel your order with us for the goods that you order at any time up to the end of the 7th working day starting the day after delivery of the ordered goods.
3.2 – You cannot cancel your order if the goods that you have ordered are a keepsake item or custom made to a specific size or specification or personalised unless the item is faulty or incorrect due to a mistake on our part. Due to each keepsake item being truly individual, we cannot guarantee that your keepsake will look identical to the photographs on our website.
3.3 – To cancel or return your order you must notify us in writing. This should be submitted in written form by e-mail to the following e-mail address: firstname.lastname@example.org
3.4 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 and you will need to cover the postage back to us. We cannot refund or exchange used or customer damaged items.
3.5 When returning items please get proof of postage and where possible use recorded delivery. For items that are faulty or incorrect we will refund the postage.
4. Cancellation By Us
4.1 – We reserve the right to cancel your order if:
4.1.1 – we have insufficient stock to deliver the goods that you have ordered
4.1.2 – we do not deliver to your area; or
4.1.3 – one or more of the goods that you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information
4.1.4 – We don’t have the ability to make your item anymore
4.2 – If we do cancel your order we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
5. Delivery of Goods to You
5.1 – We will deliver the goods ordered by you to the address that you give us for delivery at the time you make your order. It is your responsibility to ensure you input this information correctly and that you check for typographical errors.
5.2 – Delivery will be made as soon as possible although any date or period for delivery should be as indicative only. Estimated delivery times will be detailed on our website.
5.3 – We reserve the right to change turnaround times without notice at any given time.
5.4 – You will become the owner of the goods that you have ordered when they have been delivered. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Refunds cannot be given if your gift is not passed onto you following delivery at the delivery address that you have provided.
5.5 – We will not be responsible for delays or damages in the delivery caused by any third party.
6.1 – For keepsake items where you have to send in your items to us, we will not be liable for any damaged or lost items. It is solely your responsibility to ensure all items are received by us undamaged. We advise using a recorded delivery service.
6.2 – We will make design decisions about where items of clothing are used – if you feel strongly about where certain pieces of clothing are used you must inform us either at the time of ordering by email or in a note enclosed with the clothing. We will not be liable for any damages or loss incurred as a result of our decisions on how we have designed your keepsake.
6.3 – Any item not used on your keepsake product will be returned to the customer with finished products. Any off cuts of clothing will be disposed of unless the customer requests these to be returned with their product, either by email or facebook message at the time of order.
7. Events Beyond our Control
7.1 – We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
8.1 – We do our very best to ensure that all of the information on our website is correct. As many of our keepsake products are handmade, all measurements are approximate and all finishing is to the very best of our ability. We will not replace items where they do not exactly match the product example photograph on the website.
9. Web Site Usage and Conditions
9.1 – This website and all contents (including all photographs, images, descriptions, and other material of any description) are owned by Made with love by Sophie limited. It is protected by copyright, which along with all other intellectual property rights belong to Made with love by Sophie limited. You may only download, print, store and use any material appearing on the Website for the purpose of purchasing or researching the purchase of any product from Made with love by Sophie limited. You agree not to be involved in modifying, copying, downloading, printing, distributing, displaying or reproducing anything on this website agreed in advance by Made with love by Sophie limited.