Delivery
Every Lush Keepsake item is engraved to order at our workshop in London. Orders placed before 3pm, Monday to Friday, are engraved and dispatched the same working day. Orders placed after 3pm, at weekends or on bank holidays are dispatched the next working day. In busy periods this can take longer, and express orders are always engraved first.
UK delivery
- Standard delivery (Royal Mail Tracked 24, usually 1 to 2 working days after dispatch): free on every UK order.
- Express delivery (1 to 2 working days after dispatch): £2.50.
International delivery
- Worldwide delivery to the European Union and the rest of the world (usually 5 to 10 working days after dispatch): £9.95 per order.
Delivery costs are shown at checkout before you pay. Orders sent outside the UK may be subject to import duties and taxes charged by the destination country, which are payable by the recipient.
Tracking
We email you when your order is dispatched, with tracking where the service includes it. Please allow 48 hours for tracking to update. If your order has not arrived within 7 working days of dispatch (UK) or 15 working days (international), email hello@lushkeepsake.com with your name and order number and we will look into it.
Collection
Local customers can arrange to collect from our workshop at 222 Kensal Road, London W10 5BN. Please email us first so we can confirm a time.
We do not deliver to PO boxes.
Returns and refunds
Lush Keepsake, 222 Kensal Road, London W10 5BN, United Kingdom. Almost everything we sell is engraved to your order, so please read this before ordering.
Items without engraving: your right to cancel
Under the Consumer Contracts Regulations 2013 you may cancel an order for an item without engraving within 14 days of the day you receive it, without giving a reason. We extend this to 30 days. To cancel, tell us by email at hello@lushkeepsake.com. Please return the item unused and in its original packaging within 14 days of telling us. You pay the cost of returning it. We refund the price of the item, and any delivery charge you paid if you return the whole order, within 14 days of receiving it back or of receiving proof that you have sent it, using your original payment method.
Engraved and personalised items
Engraved items are made to your specification, so the right to cancel does not apply to them (Consumer Contracts Regulations 2013, regulation 28(1)(b)) and they cannot be returned because you have changed your mind. This does not affect your rights under the Consumer Rights Act 2015.
Faulty, damaged or incorrectly engraved items
We will always put right a faulty item, damage in transit, an engraving that does not match the details you gave us, or an engraving that is poorly executed, with a replacement or a full refund. We reimburse your reasonable return postage. Please tell us as soon as possible, ideally within 14 days of delivery and with photographs, so we can put it right quickly. This does not limit your rights under the Consumer Rights Act 2015.
We engrave exactly what you enter, character for character, and the preview you see before ordering shows the layout we follow. We cannot accept a return where the engraving matches what you typed, so if you are unsure about spelling or dates please ask us before ordering.
Model cancellation form
To: Lush Keepsake, 222 Kensal Road, London W10 5BN, hello@lushkeepsake.com
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Name: ______
Address: ______
Date: ______
Contact
Email hello@lushkeepsake.com or write to Lush Keepsake, 222 Kensal Road, London W10 5BN, United Kingdom. We reply Monday to Friday, 8am to 5pm.