Shipping Policy
Last updated: 1 January 2026
This Shipping Policy explains how Custom Keepsake Gifts processes, produces, and delivers orders placed through customkeepsakegifts.com.
Because most of our products are personalised and made to order, production and delivery times differ from standard retail shipping.
1. Production Times
All products are made to order after your purchase has been placed.
Standard production time is typically 3–5 business days.
Production times may occasionally be longer during busy periods such as Christmas, Mother’s Day, Father’s Day, and other seasonal events.
2. Delivery Times
Once production is complete, orders are dispatched using standard delivery services.
Estimated delivery after dispatch is typically 4–7 business days.
Most UK orders arrive within approximately 7–12 business days from the date of purchase.
Delivery estimates may vary depending on destination, carrier delays, weather conditions, seasonal demand, public holidays, fulfilment partner availability, and other circumstances outside our reasonable control.
3. Shipping Costs
Shipping charges are displayed during checkout where applicable.
Shipping costs may vary depending on product type, delivery destination, and promotional offers available at the time of purchase.
Free shipping promotions, where offered, may be limited to selected products, order values, delivery methods, countries, or promotional periods.
4. Order Tracking
Once your order has shipped, you will receive a shipping confirmation email containing tracking information where available.
Tracking updates may take up to 24–48 hours to appear after a shipping label has been created.
You can also track your order using our Track Your Order page.
5. Delivery Problems
Delivered but not received
If tracking shows your parcel as delivered but you cannot locate it, please:
- Check with neighbours or household members
- Check around your property, safe places, reception areas, or mail rooms
- Contact the delivery carrier directly where appropriate
Lost parcels
If a parcel is confirmed lost in transit by the carrier, we will review the issue and help with the next steps where applicable.
6. Incorrect Shipping Information
Customers are responsible for providing a correct and complete shipping address at checkout.
We are not responsible for delays, failed deliveries, lost packages, or additional costs caused by incorrect or incomplete address information submitted by the customer.
If a parcel is returned due to an address issue, additional shipping charges may apply before reshipment can be arranged.
7. Delays Outside Our Control
We are not responsible for delays caused by circumstances outside our reasonable control, including:
- Carrier service interruptions
- Severe weather conditions
- Public holidays
- Customs processing delays where applicable
- High seasonal shipping volumes
- Supplier, production, or fulfilment partner delays
8. Split Shipments
Some orders may arrive in separate parcels depending on product type, production partner, fulfilment location, inventory availability, or delivery method.
If your order is split into multiple parcels, tracking details may be provided separately where available.
Contact Information
If you have any questions regarding shipping, delivery, or tracking, please contact us through our contact page.
We provide customer support by email for accuracy and record-keeping.
