Returns Policy

Made For Keeps Returns Policy

Last updated: 24 June 2026

This Returns Policy explains how returns, replacements, and refunds are handled for products purchased from Made For Keeps.

Personalised items

Many Made For Keeps products are personalised or made to order. This may include items embroidered, printed, engraved, customised, or otherwise produced using names, initials, messages, dates, logos, colours, sizes, or other details supplied by you.

Because personalised items are made specifically for you, they cannot be returned, exchanged, or refunded unless:

- The item is faulty

- The item is damaged when you receive it

- We have made an error with your order

- The item does not match the agreed personalisation details

Please check all personalisation details carefully before placing your order. This includes spelling, names, initials, dates, addresses, colours, sizes, and any other information you provide.

Customer errors

We cannot accept returns or offer refunds for personalised items where the issue was caused by incorrect information supplied by the customer. This includes spelling mistakes, incorrect names, wrong initials, incorrect dates, wrong addresses, or unsuitable wording supplied at the time of order.

Faulty or incorrect items

If your item is faulty, damaged, or we have made an error, please contact us as soon as possible.

Made For Keeps

Email: sales@harefieldembroidery.co.uk

Please include:

- Your order number

- Your name

- A description of the issue

- Clear photographs of the item, fault, damage, or error

We will review the issue and, where appropriate, offer a replacement, repair, or refund.

Time limit for reporting a problem

Please tell us about any fault, damage, or order error within 14 days of receiving your order. This helps us resolve the issue quickly.

Non-personalised items

If you purchase a non-personalised item, you may have the right to return it within 14 days of receiving it, provided it is unused, in its original condition, and in its original packaging.

You must contact us before returning any item.

Items that cannot be returned

We cannot accept returns for:

- Personalised or made-to-order items, unless faulty or incorrect

- Items damaged by misuse, wear and tear, or failure to follow care instructions

- Items returned without prior agreement

- Items that have been used, washed, altered, or damaged after delivery

Return postage

If an item is faulty or we have made an error, we will advise you how to return it and whether return postage will be covered.

If a return is accepted for a non-personalised item, the customer is normally responsible for return postage unless the item is faulty or incorrect.

Refunds

Where a refund is agreed, it will usually be made to the original payment method.

Refunds may take several working days to appear, depending on your bank or payment provider.

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Once a personalised item has entered production, it may not be possible to change or cancel the order.

Delivery charges

Delivery charges are not usually refunded unless the item is faulty, damaged, or incorrect.

Contact

If you have any questions about this Returns Policy, please contact:

Made For Keeps

Email: sales@harefieldembroidery.co.uk