Refund policy
Delivery costs
We have a flat rate fee of £4.95 (Tracked48hr) unless it states that cost of postage is included online. In such cases, the goods will be Tracked 48 unless otherwise agreed.
Delivery Area
We currently supply and ship to UK mainland addresses only. Orders placed from outside this area cannot be fulfilled and will be cancelled and refunded.
Returns & Refunds Policy for Made to Order Products
All items from The Keepsake Artisan are made to order, crafted individually for each customer. Because of this bespoke nature, our products fall outside standard return regulations. This policy explains when returns are accepted, what to do if something goes wrong, and how we support you if an issue arises.
Product Images & Natural Variations
All product images on our website are provided as a guide only. Each tile is handmade and inherently unique, meaning variations in colour, texture, pattern placement, and finish will occur. These differences are part of the charm and character of artisanal work and are not considered faults.
By placing an order, you acknowledge and accept that your finished piece will differ slightly from the images shown.
Made to Order Items
Because every product is created individually, we do not accept returns or offer refunds for unwanted items, change of mind, or customer‑made errors (such as incorrect personalisation details provided at checkout).
When relevant, please ensure all spellings, dates, colours, and customisation details are checked carefully before placing your order.
Production Time:
Custom‑made tiles typically require up to 10 working days for creation. If you need your order sooner, please email us before placing your order to check whether a shorter timeframe is possible.
Non‑Custom Made to Order / Ready‑Made Items
On occasion, we may offer tiles that are not made to order — for example, sample pieces, limited‑run designs, or pre‑made stock.
For these items, standard consumer return rights apply, provided the product is returned unused, in its original condition, and within the stated return period.
Any applicable return window or conditions will be clearly stated at the point of purchase.
Faulty or Damaged Items
We take great care in producing and packaging your order. If your item arrives damaged or with a manufacturing fault, we will put it right.
You are eligible for a replacement or refund if:
• The product arrives damaged
• The product contains an error made by us
• The product is defective or not as described
What to do:
Contact us within 7 days of receiving your order with:
• Your order number
• A brief description of the issue
• Clear photos showing the fault or damage
Once verified, we will arrange a replacement or refund promptly.
Order Cancellations
Because production begins quickly:
• Orders may only be cancelled within 2 hours of purchase.
• After this window, cancellations are not possible as materials and production time have already been allocated.
Returns Shipping
If a return is approved due to a fault on our part, we will cover all return shipping costs.
If a return is approved for any other reason (rare and at our discretion), the customer is responsible for return postage.
Packaging for Returns
Returned items must be sent back in their original or equivalent protective packaging to ensure they arrive safely.
Contact
For any questions or to report an issue, please email us at [your email].
We aim to respond within 1–2 working days.