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Customer Care

Here at Keeping It Personal we want you too be 100% happy with your order, which is why we work to keep our website up to date. All our policies can be seen below.


We will not refund personalised items. Products which are faulty or incorrect (our mistake) will be replaced but not refunded. Please see below for terms of replacements. 


All items which are personalised are done so using the details you provide. Names or other text is copied exactly as supplied. This includes capital letters, lower case letters, special characters, numbers and punctuation.  Unless a specif font is capitals or lower case only you item will be made exactly as you have written it. Please check the spelling and colour selection prior to checking out. We will not provide a replacement  if the item has been made exactly you your requirements.


We will not accept any returns if you are unhappy with fonts. All fonts have been chosen by use as they work well with the equipment we use and provide the best results. The fonts shown on the pictures are the fonts we will use. From time to time we may alter fonts to best suit the item (E.G. if there is a long name to be printed on a small item). We will inform you of the changes via e-mail prior to producing you item. Please ensure you check the changes and replay to us with in 24 hours.

Faulty Products.

On the rare occasion that product arrives damaged or faulty a replacement will be provided only once the items have been returned to us and we have had chance to investigate. You will be refunded the cost of shipping at a maximum of £1.69 for large letters and £2.79 for small parcels. Once the items have been checked a replacement will be produced and shipped.

Washing Damages.

We test wash our products and supply you with all washing instructions on the care card in your package. All test items have been wash 10 times to ensure they maintain there quality. We have found no issues with items.  We will not provide a replacement or refund if care has not been taken during the washing of each item. 



We do our best to dispaly excatly what your item will look like, how ever please remember that every device is different there for they may be a difference between what it looks like on your device and what it looks like in real life. We do not offer refunds on personalised items if you don not like the colours after you have ordered them



Please allow the following timescales for items to be received. 

Royal mail 1st Class - Postage timescales 1-3 days + Production of item 1-2 days = 5 Working days

Royal mail 2nd class - Postage timescales 2-5 days + Production of item 1-2 days = 7 Working days

*Free Shipping - Free shipping is provided if your total order amount is more than £25.00. Parcels which qualify for free shipping will be sent royal mail 1st and tracking number will be provided once items have been sent.

All our shipping is provided by the royal mail and has complete tracking facility. Your tracking number will be sent to you via e-mail or text message once the items have been shipped.

We may from time to time use alternative shipping service. These other services will be tracked and tracking numbers and website details will be sent to you via email or text message.

We do not accept responsibility for lost items when our courier has provided enough evidence that it item was successfully delivered in the form of a signature or image of where the item was left.