At Silverbird Keepsakes we pride ourselves on superb quality and excellent customer service every time.
Due to the bespoke nature of our personalised products, we are unable to accept cancellation of orders once any work has commenced. We cannot accept returns on personalised products except under the following circumstances:
– If a name or message doesn’t appear as stated on the order.
– The product is damaged or faulty.
– The product delivered does not match that ordered.
We hope that you are delighted with your purchase but if you believe it is damaged or faulty please contact us within 48 hours of receiving the goods at email@example.com with full details and we will work with you to find a resolution.
If an item has been personalised incorrectly as the details provided when ordering were incorrect, we are unable to offer a refund. So, please check all details carefully before placing an order.
For non-personalised purchases, under the Consumer Protection (Distance Selling) Regulations 2000, you have a “cooling off period” of seven days from the day on which you receive the products. In this time, you can decide that you do not wish to keep the products. If you decide not to keep them, you must let us know by emailing firstname.lastname@example.org before the seven day period ends and then return the products to us immediately in the same condition as they were received and in the original packaging. You may be charged a re-stocking fee.
If you wish to cancel before you receive our confirmation email:
Please email email@example.com with “Cancellation” as the subject of your email. If we receive this email in time, we will not send any kits or products to you and will not charge you for the products that you ordered.
If you wish to cancel your order after you have received our confirmation email:
Please contact us to check on the progress of your order. If your item has already been prepared for dispatch, or been dispatched, then you may have to wait until you have received the product and and then follow the Return Policy detailed above
If you wish to cancel a personalised item:
Orders may be cancelled and a full refund given at any point until a print or mould kit has been dispatched, or work has commenced on a product (whichever occurs first). Once the kit has been dispatched we will make a small charge of £5 to cover the costs of the kit. The remaining balance will be refunded. Once you have received confirmation from us that we have received back your prints or moulds, we regret that we are unable to offer a refund.