FAQ’s

Terms & Conditions

Welcome to Sew Loved Keepsakes. By placing an order with me, you agree to the following terms and conditions. As a solo creator making bespoke items from your personal clothing, these terms ensure both your sentimental items and my business are protected.

1. The Ordering Process & Clothing Requirements

• Item Suitability: It is the customer's responsibility to provide clothing that fits the guidelines on my website. If you send heavily degraded, delicate, or unsuitable fabrics, I will contact you to discuss alternatives.

• Unused Material: Any large, usable fabric scraps will be returned with your completed order. Small scraps will be recycled unless you explicitly ask for them to be returned.

2. Turnaround Times

• My standard turnaround time is 2 to 3 weeks from the date I receive your clothing items in my studio (not from the date you submit the online order form).

• During exceptionally busy seasonal periods (such as Christmas), turnaround times may be extended. I will communicate any changes to you immediately.

3. Personalisation & Variations

• Each memory bear is uniquely handmade. Due to the varying nature of pre-worn clothing stretches and textures, final shapes and expressions will vary slightly. No two bears will look identical.

• Embroidery: Please double-check all names, dates, and spellings provided for the £15 footpad embroidery option. I cannot be held responsible for mistakes resulting from typos on the order form.

4. Shipping & Irreplaceable Items

• Sending to Me: I highly recommend using a tracked, insured, or signed-for postal service (such as Royal Mail Tracked 24/48) to send your clothing to me. I cannot accept liability for clothing lost or damaged in transit before it reaches my studio.

• Return Shipping: All completed keepsakes are returned via a tracked postal service. In the highly unlikely event that Royal Mail or a courier loses a completed parcel, compensation is limited to the financial value of the service ordered, as sentimental value cannot be legally or financially calculated.

5. Cancellations & Refunds

• Due to the highly personalised, bespoke nature of custom keepsakes, orders cannot be cancelled or refunded once I have begun cutting into your clothing items.

• If you wish to cancel your order before sending your clothes, or before any work has commenced, a full refund of your payment will be issued.

6. Safety Notice (Decorative Items Only)

• Important: Memory bears and keepsakes are created from your pre-worn clothing and can contain safety eyes or internal joints. They are intended as decorative display items only and are not toys.

• They do not carry the CE/UKCA toy safety markings and must not be given to babies or young children to play with.

Privacy Policy

Last Updated: 23/7/26

At [Your Business Name], I am committed to protecting and respecting your privacy. This policy explains how I collect, use, and safeguard your personal information when you visit my website and use my custom keepsake services. 

1. Information I Collect

When you place an order or fill out an inquiry form, you provide me with certain personal details. This may include: 

• Your name

• Your email address

• Your phone number

• Your delivery and billing address

• Specific notes about your sentimental clothing and custom embroidery text

2. How I Use Your Information

I only use your data to provide you with my handmade keepsake services. Specifically, I use it to:

• Communicate with you about your order (e.g., confirming I received your clothes)

• Create your custom keepsake based on your embroidery specifications

• Ship your finished memory bear back to your address

• Process your payments securely

3. How Your Data is Collected and Stored

• Google Platform: My website and order forms are built using Google Sites and Google Forms. Your form submissions are securely stored within my password-protected Google Drive account.

• Security: I do not download your information onto public computers or share access to my accounts. Only I have access to your details.

4. Third-Party Sharing (Who I Share Data With)

I never sell, rent, or trade your personal information. I only share the specific data necessary to complete your order with the following trusted services:

• Postal Couriers: I share your name and delivery address with shipping companies (such as Royal Mail) to deliver your parcel.

• Payment Processors: If you pay online, your financial details are processed securely by independent third-party platforms (SumUp). I never see or store your credit or debit card details.

5. Data Retention (How Long I Keep Your Info)

I will only keep your personal details for as long as necessary.

• Order Forms: I keep your form details for up to one year after your bear is delivered, in case you want to order another matching item or have questions about a past order.

• Tax Records: I am required by UK law (HMRC) to keep financial records of transactions for 6 years.

6. Your Rights

Under UK GDPR, you have the right to ask for a copy of the information I hold about you, or to ask me to delete your personal information from my records. If you wish to do this, please contact me directly via the email address listed on my contact page.