Shipping policy
Last updated: October 16, 2026
Thank you for shopping with Kelly's Keepsakes . This policy explains how we ship your order, what it costs, and what to expect after you buy.
Order Processing
Orders are typically processed within 1–3 business days (Monday to Friday, excluding UK public holidays) after payment is confirmed. Processing time is separate from delivery time — your delivery estimate begins once your order has left us, not when you place it.
You'll receive a confirmation email with tracking information as soon as your order ships, where the shipping method supports it. All our keepsakes and personalised gifts are carefully packaged to keep them safe in transit. Items that include a collection box or presentation packaging are securely wrapped and labelled as fragile where appropriate — please inspect your parcel on arrival and contact us right away if anything has been damaged.
Shipping Methods & Delivery Times
We ship via Royal Mail using weight-based rates. The service applied to your order is shown at checkout and depends on the total weight of your parcel. Estimated delivery times once dispatched:
- Royal Mail 1st Class: 1–3 business days
- Royal Mail Tracked 48: 2–3 business days
Delivery times are estimates provided by Royal Mail and are not guaranteed. They may be affected by carrier delays, busy postal periods (such as Christmas), bank holidays, or other events outside our control.
Shipping costs
Shipping charges are calculated at checkout based on the total weight of your order. We use Royal Mail weight-based rates, so heavier orders may incur a higher shipping charge. The exact cost will always be shown clearly before you complete your purchase — there are no hidden fees.
United Kingdom customs, taxes and other applicable fees
For orders shipped to the United Kingdom, taxes, duties, and import fees may apply. Where available, these charges will be calculated and collected at checkout. If taxes or duties are collected at checkout, they will be shown before you place your order. If these charges are not collected at checkout, they may be due before or at delivery and are the customer’s responsibility unless otherwise stated.
In some cases, additional import charges, customs duties, VAT, brokerage fees, or carrier handling fees may be due when your order arrives in the United Kingdom. These charges are determined by UK customs authorities and/or the carrier and are the customer’s responsibility unless we expressly state at checkout that duties and taxes are prepaid.
Customs processing may also affect delivery times. We recommend checking your local import rules before placing an order.
Order Tracking
Once your order ships, we'll email you a confirmation with a tracking number and link where applicable. Please note tracking information may take a few hours to update after you receive the dispatch email. Not all Royal Mail services include tracking — please check your dispatch email for details. You can track your parcel at Royal Mail's tracking page.
Shipping destinations
We currently ship to United Kingdom.
International orders may be subject to customs duties, import taxes, fees, and customs delays. Any applicable charges collected at checkout will be shown before you complete your purchase.
Address accuracy
Please double-check your delivery address before completing your order. We are unable to redirect parcels once they have been dispatched. If you notice an error, please contact us immediately at kellyskeepsakesmalpas@hotmail.com and we will do our best to correct it before your order ships.
Lost, damaged, or delayed packages
Royal Mail considers a parcel lost after 10 business days (15 business days for 1st Class mail) from the expected delivery date. If your parcel has not arrived within this timeframe, please contact us at kellysfjames@gmail.com and we will investigate on your behalf. We are not responsible for delays caused by Royal Mail or other circumstances outside our control.
If your item arrives damaged, please keep all original packaging and contact us with photographs as soon as possible so we can assist you.
Order Changes & Cancellations
Need to change or cancel your order? Contact us as soon as possible. We may be able to accommodate changes before your order ships, but once it's in transit we're unable to modify it. Refunds for cancelled or delayed orders will be processed promptly to the original payment method where possible.
Refunds will not be given on orders where you have misspelt the name or not read the description.
Questions?
Contact our team at kellyskeepsakesmalpas@hotmail.com