Frequently Asked Questions – Updated 16th Febuary 2021
UK Lockdown Update
Please take note of the fact that the UK is in lockdown and the schools are closed which affects all of our staff. All orders are sent within the dispatch lead-times stated but there are also postal delays. If you don’t want to wait, do not order.
Lead Time FAQ: Current lead-time: around 5 working days for stocked items, 10 working days for custom makes such as rings, pendants/kits and necklace chains (question 1 below). Always check your account here before getting in touch
Shipping FAQ: Always check your account here before getting in touch Please allow extra time for parcels to arrive. We are posting around twice a week (more often where able) and regular delivery times with most delivery companies is affected by the virus. You can check the website of the company directly to see their ETA’s but unfortunately this is out of our control. Please have patience and we hope you enjoy your order when it arrives!
ROYAL MAIL: You must wait at least two weeks before getting in touch about an order that has been marked as completed but not received. 9 out of 10 times we’re contacted right now about shipping queries, they arrive within a day or two. We always recommend you choose either Royal Mail Special Delivery or FedEx because these arrive within a few days. In the past year, almost every single missing parcel to or from Nikki’s two businesses have arrived eventually. Free shipping is a privilege for loyal customers, is done uninsured and with the cheapest shipping method, and lost parcels will not be replaced, you will need to reorder the items.
Q1. How long do orders take to dispatch?
A: Orders are usually shipped within 5 working days of receiving payment for in-stock items. If we are on holiday we will post above. Custom made or hand finished items such as ring settings, scalloped pendants and necklace chains will take an additional 5 working days on top of this (10 working days in total for custom pieces).
Backorders will be made ASAP, please get in touch before ordering to find out how long they will take, or you may need to wait for our stock to arrive. If in doubt or you don’t want to wait, please don’t order.
Q2. How often are out of stock items made available? Do you do custom moulds?
A: We can’t give ETA’s for out of stock items. Please use the Wishlist feature to get an email when items are restocked. For pre-orders/backorders, we don’t usually have a date for arrival and ask you not to order if you need it guaranteed by a certain date. We make moulds by hand based on demand, so if you’d like something specially made please let us know. If you’re ordering a larger quantity then this will mean they’re made sooner. You can add items to your wishlist to get an email when it’s back in stock. See question 2 above please.
Q3. How do I check my order?
A: Go to My Orders and click on the most recent order (or the one you want to check). You’ll see the current order status (processing, completed etc.) and if it’s completed and you paid for recorded delivery, you’ll see a tracking number and courier in the notes.
Q4. Do your handmade items look perfect?
A: No. Our rings are made in our studio individually and our scalloped settings are cast in small batches but finished by hand. Our jump rings, wire, silver sheet and bezel cups come from different batches and will have small differences. Each item will have a handmade finish but if this is not what you were expecting you are welcome to return any item custom within 7 days (non custom items such as moulds and sparkle mixes can be returned within the usual 14 days) for a full refund by the original payment method. Items must be in the condition they are sent, not partially rubbed over or filled with customers’ ashes! See our Returns Policy for more information.
Q5. How do I complain you sent me the wrong size ring?
A: Nikki’s pet hate: the large amount of people who message us complaining we sent the wrong size ring, but then it turns out they haven’t even bothered to measure the ring! It seems like common sense that you check a ring’s size on a ring sizing mandrel a) when you receive a ring from any supplier and b) before completing a customer’s order to avoid mistakes made anywhere in the chain, with something so precious as keepsake and memorial jewellery. If you believe a ring is the wrong size, send us a photo of it on the sizing mandrel showing a) the size label we put on and b) the size it is. Like this:
If we actually sent the wrong size (it hasn’t happened yet) then we’ll apologise genuinely, remake it immediately and send the replacement and also give you some kind of freebie or store credit to apologise for the wait. We all make mistakes and it’s quite possible Nikki and their team might one day add the wrong size label to some rings. We are extremely careful not to. But if you accuse us of sending the wrong size simply because “it didn’t fit my client”, and it turns out it was what you ordered, then we will no longer be able to make rings for you!
Also, please don’t forget – if your customer measures a UK size P on a standard plastic ring sizing set then they may be better suited to a size O or O 1/2 in a comfort fit band such as the bubble or twisted band, and they may be better suited to a size Q for a wide band (3mm or above). Just because a ring doesn’t fit, it doesn’t mean we sent the wrong size. Please read our product description. Finally, although you can recommend your customer may wish to go down or up a size, your responsibility is only to provide the size they have requested. If they ask for a P, we make and send you a P, you set it and give them a size P and it doesn’t fit, then that’s neither your fault or ours really
Q6. How do I reset my password?
A: You can whitelist our email address (see below) to get the password reset link, or just ask Joanna on Facebook to manually reset it for you.
Q7: I paid and I haven’t heard a thing back. Where are my order updates?
A: Your account (click here) will be updated which you can check by logging in. When we update an order an email is sent automatically, however, our emails are often deleted by clients’ email providers, especially if you’re with Hotmail! You have to whitelist @keepsakersupplies.com click here for instructions.
Q8: How do I add firstname.lastname@example.org to my safe senders list on Hotmail? Your emails weren’t in my junk folder.
- Select Options from the top right (next to the question mark)
- Select More options > Safe and blocked senders (under Preventing junk email) > Safe senders
- In the space provided, enter the domain @keepsakersupplies.com
- Select Add to list
- Ensure the safe mailing lists box has the address you entered, and select OK
(more providers are listed here). For mobile users you can request the desktop site of your email provider in your browser. If THAT doesn’t work then remember, 1 in 10 people spell their email addresses wrong when they order, just ask Joanna and Azaria on Facebook to check the email address we have for you or log in with the username and password you set originally. If you’re whitelisting our email address because you can’t log in then please ask Joanna to reset your password.
Q9. The item I purchased was showing as in stock, why are you saying it’s not available?
A: If there’s a stock quantity of two, for example, and somebody else buys two but their order is still processing, it won’t affect the stock quantity until we send the item. So it may still show as available to purchase even though the items are still spoken for. We may need to use stock to make up another item (for example, somebody buys a charm bead kit with a medium bead mould, there would then be one fewer bead moulds available). We try to keep the stock up to date but it is hard at the moment due to Nikki and Hazel being full time parents homeschooling small children. We try to keep quantities as high as possible to avoid these issues and are trying our best. We’re grateful for everyone’s understanding!
Q10. How and when do I get my download?
A: They will be available to download here in My Downloads (on the left of your My Account) as soon as your order is marked completed. If your order is waiting to be shipped, or on hold awaiting backordered stock, then you won’t be able to download. That’s why we recommend that downloadable products are always ordered separately. Don’t worry, there’s no shipping charge on downloadables and we usually check them daily to mark them completed, but feel free to give us a shout on Facebook to mark them for you!
Q11. Why isn’t my order tracking number working?
Unless you have paid for a fully tracked service, you are unlikely receive a fully tracked service. If a you had free shipping or just signed, and a tracking number is provided, it will only show basic information (when we post and when it arrives with you). The info simply won’t be provided by the shipping companies so tracking information shows as “unavailable”. You do not need to inform us, it’s not an error. Please be patient whilst your order makes its way through the shipping network as they are prioritising medical supplies. We highly recommend using a fully tracked or courier service, especially for high value items. Free shipping is uninsured and at customers’ own risk, we will not replace items lost in the post. Click here for Royal Mail’s international services information
Q12. How do I leave a review and get store credit?
Go to the Discounts and Coupons blog, it has pictures!
Q13. When will you replace an order delayed in the post?
If you paid for a signed or tracked service and the item doesn’t arrive within two months we will replace it. We recommend you choose the FedEx service for the replacement and we will ask you to pay the difference. We always recommend choosing Royal Mail Special Delivery (UK orders) or FedEx (international orders) as these are 1-3 day services and 99.9% guaranteed to arrive. If you’ve chosen free shipping then that’s at your own risk and we won’t replace anything delayed or lost sorry.
Q14. When is your Christmas holiday deadline?
Sorry but we won’t give a cutoff date for Christmas this year due to Nikki’s new baby. We will not be guaranteeing any orders. It would be too stressful especially as we don’t know if Nikki’s mum will be allowed over for childcare. Please make sure you always allow at least two weeks for rings to be posted but as always, we cannot ever adhere to any deadlines you give your clients. It’s not fair to say, “this is a Christmas present so I need it this week” as Nikki is trying their best but can only do so much with a new baby. Sorry we can’t be more accurate!
Ps the past 5 years Nikki worked on Christmas Day but that probably won’t help someone who has ordered on the 21st for example. Please be sure to factor in postage times too.
Q15. Why did you refund me?
We will adjust your order to show why we have done a refund, either it’s out of stock, we’re refunding shipping and combining orders, or we’re just being nice and giving you a freebie. Please don’t message us to ask why, it will say on your order. If you can’t log in then we’re happy to give you your username and reset your password. We will also add the reason to the refund transaction on PayPal or Stripe (card payments) so you can check there.