Shipping policy

Shipping and Delivery Policy

Last updated: 15 July 2026

This Shipping and Delivery Policy applies to orders placed through tendermomentskeepsakes.shop.

1. Order Processing

Estimated processing times are:

  • standard non-personalised products: approximately 1–3 business days;

  • personalised or made-to-order products: approximately 3–7 business days.

Some products may require a longer production period. Where a different processing time appears on the relevant product page or order confirmation, that timeframe will apply.

Business days do not normally include Saturdays, Sundays or UK public holidays.

Processing time and delivery time are separate.

2. Estimated Delivery Times

After dispatch, estimated delivery times are generally:

  • United Kingdom: approximately 2–5 business days;

  • Europe: approximately 5–12 business days;

  • United States and Canada: approximately 7–15 business days;

  • other international destinations: approximately 7–20 business days.

These delivery times are estimates and are not guaranteed unless a guaranteed delivery service has been expressly purchased and confirmed.

Personalisation and processing time must be added to the delivery estimate.

3. Delivery Charges

Delivery charges are calculated at checkout and may depend on:

  • delivery destination;

  • parcel weight;

  • parcel dimensions;

  • product type;

  • selected delivery service.

Any free-delivery promotion is subject to the conditions stated with the promotion.

4. Tracking

Where tracking is available, tracking information will normally be sent to the email address used during checkout.

Tracking information is provided by the relevant carrier and may not update immediately after dispatch.

5. International Delivery

Where international delivery is offered, the available destinations will be displayed at checkout.

International customers are responsible for checking whether a product may lawfully be imported into their country.

Unless expressly collected during checkout, the customer is responsible for:

  • customs duties;

  • import VAT;

  • brokerage fees;

  • customs-clearance fees;

  • other charges imposed by the destination country.

Customs processing may delay delivery. We do not control customs authorities.

6. Delivery Addresses

Customers must provide a complete and accurate delivery address.

Before completing checkout, please check:

  • recipient name;

  • house or building number;

  • street;

  • town or city;

  • postcode;

  • country;

  • telephone number where requested.

We are not responsible for delivery failure caused by incorrect or incomplete customer-supplied information.

7. Address Changes

Contact sales@tendermomentskeepsakes.shop immediately if an address needs to be changed.

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

8. Delayed Orders

Delivery delays may occur because of:

  • carrier disruption;

  • severe weather;

  • customs checks;

  • public holidays;

  • peak shopping periods;

  • strikes;

  • incomplete addresses;

  • events outside our reasonable control.

Check the tracking information before contacting us.

Where an order has not arrived within a reasonable period after the estimated delivery date, contact us with your order number.

The delivery carrier may require an investigation period before a parcel can be treated as lost.

9. Lost Parcels

Where tracking shows a parcel as delivered, customers should first:

  • check the delivery address;

  • inspect the nominated safe place;

  • ask household members;

  • ask neighbours;

  • check for a delivery card;

  • check carrier photographs;

  • contact the delivery carrier.

If the parcel cannot be located, contact us promptly at sales@tendermomentskeepsakes.shop.

10. Damaged Parcels

Where possible, photograph visibly damaged packaging before opening it.

Contact us promptly and provide:

  • the order number;

  • photographs of the outer packaging;

  • a photograph of the delivery label;

  • photographs of internal packaging;

  • photographs of the damaged product.

Keep the packaging and product while the issue is investigated.

11. Refused and Uncollected Parcels

Where a parcel is returned because it was:

  • refused;

  • not collected;

  • incorrectly addressed;

  • undeliverable because of customer-supplied information,

the customer may be required to pay an additional delivery charge before redelivery.

Any refund will be assessed under our Refund, Returns and Cancellation Policy.

12. Safe Places, Neighbours and Lockers

Where the customer or carrier selects:

  • a safe place;

  • a nominated neighbour;

  • a parcel locker;

  • another alternative delivery location,

delivery to that location may be treated as completed.

Customers should select only secure and suitable delivery locations.

13. Multiple Parcels

Products from the same order may occasionally be dispatched separately.

Where this occurs, the customer will not normally be charged an additional delivery fee unless agreed before dispatch.

14. Contact

Tender Moments Keepsakes
16 Poppy Meadows
Hadleigh
SS7 2FA
United Kingdom

Email: sales@tendermomentskeepsakes.shop
Telephone: +44 7446 398728