These terms apply to every gift and keepsake bought from our shop, personalised or not. They sit alongside our main Terms & Conditions; where the two differ for a gift order, these gift terms apply. Nothing here affects your legal rights as a consumer.
Who you are buying from
Everlasting Memories is a trading name of Everlasting Memories Group Ltd, and it is that company you contract with. Our gifts are personalised to order and posted for us by a specialist workshop in the United Kingdom, but your contract — and any problem with your order — is with us.
- Registered name: Everlasting Memories Group Ltd
- Company number: 17416168
- Registered in: England and Wales
- Registered office: TaxAssist Accountants, 2 Middleton Road, Royton, Oldham OL2 5PA
- Email: everlastingmemoriesvisuals@gmail.com
- Telephone: 07908 792657
Your order
Your order is accepted once your payment has gone through and we have sent your confirmation email. We may decline or cancel an order, and refund it in full, if:
- the item is out of stock or has been discontinued;
- your payment is not authorised;
- there is an obvious error in the price or description shown on our website; or
- the wording or photograph supplied is offensive, threatening or defamatory, or uses material you do not have the right to use.
Prices and offers
Prices are in pounds sterling and are the total you pay — we are not registered for VAT, so none is added. The delivery charge, where there is one, is shown in your basket before you pay.
Offers and promotional codes apply only on the terms stated with them, cannot be exchanged for cash, and only one offer can be used on each order.
Personalisation — please check carefully
Each personalised gift is made with exactly the wording you enter on the product page, including its spelling, capital letters and punctuation. We do not proofread or correct it. Please check it on the product page, in your basket and in your confirmation email.
- Where a live preview is shown it is a close guide to the finished piece, but the exact position, size and spacing of the text can differ slightly.
- Each line has a character limit, shown on the product page.
- A mistake in wording you entered yourself is not a fault in the item, so we cannot replace or refund it free of charge. Tell us straight away and we will fix it if the piece has not yet been made.
Photo-upload gifts
By uploading a photograph you confirm that you have the right to use it. A clear, well-lit photograph gives the best result; a small, dark or blurred image may print poorly, and that is not a fault in the item. If a photograph is plainly unusable we will contact you before anything is made. We keep your photographs only for as long as we need them to make your order — see our Privacy Policy.
Changing or cancelling an order
To get your gift to you quickly, orders usually go into production the same or the next working day. If you need to change or cancel an order, email everlastingmemoriesvisuals@gmail.com as soon as possible, quoting your order reference.
- Before production starts, we will change the order or cancel it and refund you in full.
- Personalised items are made to your specification, so under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 there is no 14-day right to cancel them. Once production has started a personalised item cannot be cancelled, and its full price is payable.
- Items with no personalisation may be cancelled at any time up to 14 days after they are delivered. Email us first and we will give you the return address; send the item back unused and in its original packaging within 14 days of telling us. Return postage is at your cost unless the item is faulty, so please use a tracked service. We will refund the item and the standard delivery charge within 14 days of receiving it back.
Delivery
- We deliver to addresses in the United Kingdom only.
- Most gifts arrive within 7 days of your order. Making times vary by product and are shown on each product page. Delivery dates are estimates, not guarantees, so please allow extra time if you are buying for a particular day.
- Gifts are sent by Royal Mail; larger orders are sent tracked and may need a signature. A tracked service is not a guaranteed next-day service.
- If you are out, the carrier may leave your parcel with a neighbour or in a safe place, or take it back to the local delivery office and leave a card.
- Some remote areas and islands can take longer. If an address needs extra postage we will contact you before dispatch, and you may cancel for a full refund instead.
- Please make sure the delivery address is correct. We cannot be responsible for a parcel sent to an address that was entered wrongly.
- We are not responsible for delays caused by events outside our reasonable control, such as severe weather, fire, or industrial action at the carrier.
If your gift has not arrived
Please first check with your neighbours and your local Royal Mail delivery office — even if no card was left. If it still has not arrived 10 working days after dispatch, email us with your order reference. We will trace it with the carrier and, if it is lost, replace it or refund you in full.
Damaged, faulty or wrong items
If your gift arrives damaged or faulty, or is not what you ordered, email everlastingmemoriesvisuals@gmail.com as soon as you can with:
- your order reference, name and delivery address;
- which item is affected and what is wrong;
- a photograph of the problem; and
- whether you would like a replacement or a refund.
We will reply within two working days. Please keep the item and its packaging — we may ask you to send it back, in which case we will pay the postage. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery, and you have further rights after that. Damage caused by misuse, accidents or ordinary wear is not a fault. Refunds go back to the card or account you paid with and normally show within 2–5 working days of being issued.
Colours and materials
We take care that our photographs are accurate, but colours can look different from one screen to another. Natural materials such as wood, slate and glass vary from piece to piece, so your gift may differ slightly from the photograph. This is not a fault.
Batteries and candles
Some gifts, such as clocks and light-up pieces, come with batteries. Used batteries must not go in your household rubbish — please take them to a battery recycling point; most supermarkets have one. Never leave a lit candle unattended, and follow any care or safety instructions supplied with an item.
Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses — our gifts are sold for private use. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, including your rights under the Consumer Rights Act 2015.
Changes to these terms
We may update these terms from time to time. The version shown on this page when you placed your order is the one that applies to it.
Law and complaints
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts. If something has gone wrong, email everlastingmemoriesvisuals@gmail.com: we will acknowledge your complaint within two working days and aim to resolve it within ten.