Ordering & Delivery


    All orders are dealt with swiftly, for non bespoke & personalised stock items we aim to send your order out within 24 hours (Monday to Friday).

    On completion of your order you will receive an order number – please make a note of this reference in case you do not receive an email confirmation.  An email confirmation will be sent following every order therefore please ensure that your email address details are inputted correctly. Our acceptance of your order confirms a legally binding contract between us.

    Your order will always begin with #OSP


    Lead Times

    If you are choosing from our selection of personalised products or those that are created unique to your customers please note the despatch time is clearly stated against each product.  This production time is in addition to the delivery time so please ensure your customers are aware. 

    We always endeavour to be within these timescales but they are there to manage your customers' expectations.  

    At busier periods ie. Christmas these leadtimes may increase slightly but we will make you aware in advance.  Please check your regular updates from our team. 

    We are not able to offer Next Day Delivery on bespoke or personalised products, unless stated.

    If for any reason we are unable to deliver the item in the time stated we reserve the right to advise you and will aim to do so within 48 hours of order.

    Please let us know if your customers have a tight deadline as we may be able to prioritise your order and help you meet their deadline. Please contact us on 07881 587337 rather than email and we will do our very best to help.

    All payments must clear before we can send your order, we will inform you if there are any delays.


    If you need to ship your order to the EU, America or Australia please visit our Etsy store to complete your purchase.

    Visit The Lovely Keepsake Company Etsy Store

    UK* Tracked 48 Small Parcel FREE
    UK* Tracked 48
    UK* Tracked 24 (order before 1pm)
    UK* Tracked 24 Courier (order before 1pm Monday - Friday) £7.99
    Northern Ireland Tracked Standard Small Item 
    Northern Ireland Tracked Standard 
    Northern Ireland Tracked Express


    UK* - Refers to UK Mainland only, excludes Northern Ireland, Guernsey, Isle of Man & Jersey.

    All dispatch times quoted are approximate and are working days excluding Bank Holidays and Weekends. 

    To use the tracked 24 delivery service, please ensure that your order is placed before 1pm on the preceding day. 

    Our Tracked 24 courier service is Monday to Friday. Excludes Saturday/Sunday. Any orders placed on a Saturday and Sunday will be delivered on the following Tuesday.

    Dispatch times are in addition to production times and are from the point of completion.  The Lovely Gift Group will not be held responsible for parcels that are not received due to failure to receive/collect from the Post Office.

    Postage to cover re dispatching will be charged to the customer.


    Very occasionally, unavoidable factors can delay a parcel (for example, bad weather, staff shortages due to Covid or postal strikes) We can not be held responsible for late orders in these circumstance. 

    Delivery Address

    We will deliver the products ordered by you to the address you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items that have not been received. Please check all delivery address information you give us carefully.

    As the majority of products will not go through the letterbox please try to ensure that someone is at the address given, if this is not possible, then put a delivery address, such as work or a relative's address into the shipping details where someone can receive the package.

    Delivery Options

    Postage and Packaging

    Standard Delivery Charge £8.99 on all orders.

    We reserve the right to send any parcel out by the best service possible we see to ensure they arrive with you safely. We reserve the right to select an appropriate delivery service in order to delivery your item via express delivery. 

    At this time we currently do not deliver outside the UK & Ireland.  We are so sorry about this but we have experienced huge difficulties with Customs since Brexit and this has unfortunately caused us to have to suspend this service. 

    Please do get in touch with us however is you have a specific request.  We are hoping we will be revisiting our delivery options in the near future.

    Delivery Times

    Our estimated delivery times are as per the Royal Mail or courier service used. We cannot personally guarantee or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries. 

    Non Delivered Goods

    If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item.

    We also reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail.

    Please note that in the unlikely even if an item being lost in transit, we will not be able to issue you with a refund until we have too been reimbursed by the courier used to deliver your item.


    In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.