Shipping policy

Shipping Policy

Last updated: 9 August 2026

At Treasured Memories Co, we take great care to create, package and dispatch your personalised products safely and securely. This Shipping Policy explains how we process and deliver orders placed through our website.

1. Order Processing

All Treasured Memories Co products are made to order, particularly personalised photo magnets and other customised products.

We aim to process and dispatch orders within 3–5 working days after:

  • your order has been successfully placed;
  • payment has been received; and
  • we have received all required photographs, personalisation details and other information needed to complete your order.

Please note that the processing time begins once we have received everything required to make your order.

If we require further information or clarification from you, your order may be placed on hold until we receive your response.

During exceptionally busy periods, including Christmas, Mother's Day, Father's Day, Valentine's Day and wedding season, processing times may be slightly longer. If this is the case, we will endeavour to make this clear on our website.

2. Delivery – United Kingdom

We currently offer delivery throughout the United Kingdom.

Orders are normally sent using a suitable tracked or standard postal service, depending on the delivery option selected at checkout.

Estimated delivery times are:

Standard UK Delivery: approximately 2–5 working days after dispatch.

Tracked UK Delivery: approximately 1–3 working days after dispatch.

Delivery times are estimates rather than guaranteed delivery dates. Once an order has been dispatched, delivery is handled by the relevant postal or courier service.

Please allow additional time during weekends, bank holidays and exceptionally busy periods.

Where a specific delivery date has been agreed with you, that agreed date will take precedence over these general estimates.

3. Delivery Charges

Applicable delivery charges will be clearly displayed at checkout before you complete your purchase.

Delivery charges may vary depending on:

  • the delivery destination;
  • the size and weight of your order;
  • the quantity ordered;
  • the delivery service selected; and
  • any promotional or free-delivery offers available at the time of purchase.

Where free delivery is offered, the terms of the relevant offer will be displayed on our website.

4. Personalised and Made-to-Order Products

Many of our products are individually created using photographs, names, dates or other information supplied by the customer.

Because personalised products are made specifically for you, we are generally unable to accept cancellations or returns simply because you have changed your mind once production has begun.

This does not affect your statutory rights.

Personalised products may be excluded from the usual 14-day online cancellation right where they have been made to the customer's specifications or are clearly personalised, as provided for by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If your personalised product is faulty, damaged, materially different from what you ordered, or does not meet your statutory consumer rights, please contact us and we will work with you to resolve the issue.

5. Photographs and Customer Information

For personalised orders, customers are responsible for providing photographs and personalisation information that is accurate and suitable for the product ordered.

Please check carefully that:

  • the correct photograph(s) have been uploaded;
  • photographs are of sufficient quality;
  • names, dates and other personalisation details are correct; and
  • any special instructions provided to us are accurate.

We will use reasonable care when preparing your personalised product.

If you provide an incorrect photograph, spelling, date or other personalisation information and the product has been made in accordance with the information you supplied, we may not be able to provide a replacement free of charge.

If you notice an error after placing your order, please contact us as soon as possible. We will do our best to make changes where production has not yet begun.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please check your address carefully before completing your order.

If an order is returned to us because an incorrect or incomplete address was provided, we will contact you to arrange redelivery. Additional postage costs may apply where the original delivery failure was caused by incorrect information supplied by the customer.

This does not affect your statutory rights where the delivery issue is our responsibility.

7. Delayed or Missing Orders

Although we aim to dispatch orders within the stated processing period, delivery times can occasionally be affected by circumstances outside our control, including postal delays, severe weather, strikes, operational disruption or other unforeseen events.

If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us.

We will investigate the delivery with the relevant postal or courier service where appropriate and will take reasonable steps to resolve the issue.

We will not simply treat an order as lost solely because a courier's estimated delivery date has passed.

Where we are legally responsible for a delivery failure, your statutory rights will apply.

8. Damaged Parcels

We package our products carefully to reduce the risk of damage during transit.

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible and, where possible, retain the packaging and take photographs of the damaged parcel and product.

Please provide:

  • your order number;
  • photographs of the damaged item;
  • photographs of the packaging; and
  • a brief description of the problem.

We will assess the issue and, where appropriate, arrange a replacement or other appropriate remedy in accordance with your statutory rights.

9. Faulty, Incorrect or Damaged Products

If you receive a product that is:

  • faulty;
  • damaged;
  • incorrectly personalised due to an error on our part;
  • materially different from the product ordered; or
  • not as described,

please contact us as soon as possible.

We will investigate the issue and, where appropriate, offer a repair, replacement, refund or other remedy required by applicable consumer law.

Your statutory rights are not affected by this Shipping Policy.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet certain legal standards, including being as described, of satisfactory quality and fit for purpose.

10. International Shipping

Where international delivery is available, the applicable delivery options and charges will be displayed at checkout.

International delivery times are estimates and may vary depending on the destination country, customs procedures, postal services and other circumstances outside our control.

Customers outside the UK may be responsible for:

  • import duties;
  • customs charges;
  • local taxes;
  • VAT or other applicable charges; and
  • any fees charged by the destination country's customs authority or delivery provider.

Any such charges are the responsibility of the customer unless we expressly state otherwise at checkout.

Customers are responsible for ensuring that the products they order can legally be imported into their destination country.

11. Customs Delays

For international orders, customs authorities may delay a parcel for inspection or require additional information.

Treasured Memories Co cannot guarantee the time taken by customs authorities to process an international shipment.

Customs delays do not necessarily indicate that your parcel has been lost.

12. Delivery Risk

For consumer orders, responsibility for the goods generally remains with Treasured Memories Co until the goods come into the physical possession of you or a person identified by you to receive them, except where the customer independently arranges a carrier that was not offered by us.

We will not ask customers to accept responsibility for loss or damage that legally remains our responsibility.

13. Events, Weddings and Time-Sensitive Orders

If you are purchasing personalised products for a specific event, wedding, birthday, anniversary, celebration or other important date, we strongly recommend placing your order as early as possible.

Please allow sufficient time for:

  1. order processing;
  2. personalisation;
  3. production;
  4. dispatch; and
  5. delivery.

If you have a specific deadline, please contact us before placing your order so that we can confirm whether the requested timeframe is achievable.

We cannot guarantee delivery by a specific event date unless this has been expressly agreed with you in writing.

14. Unclaimed or Returned Parcels

If a parcel is returned to us because it was not collected, the delivery address was incorrect, or delivery could not be completed for reasons attributable to the customer, we will contact you to discuss the available options.

Additional postage may be payable for redelivery where the original delivery failure was not our fault.

This does not affect any statutory rights you may have.

15. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to our business, delivery services or legal requirements.

The version displayed on this website will be the current version applicable to orders placed after the stated update date.

16. Contact Us

If you have any questions about delivery, your order or this Shipping Policy, please contact:

Treasured Memories Co

Email: hello@treasuredmemoriesco.com

Phone: +44 7470 995 957

Business address: 52 Woodbury Avenue, Wells, Somerset, BA5 2XP

Please include your order number when contacting us about an existing order.

17. Your Statutory Rights

Nothing in this Shipping Policy is intended to exclude, restrict or limit any rights or remedies that you have under applicable consumer protection law.

Where there is any conflict between this Shipping Policy and your statutory rights, your statutory rights will prevail.

For UK consumer orders, this policy is intended to operate alongside applicable legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Treasured Memories Co — Creating memories worth keeping.