Terms of Service

These terms apply to every order placed on lushkeepsake.com. The site is run by Lush Keepsake, 222 Kensal Road, London W10 5BN, United Kingdom (email hello@lushkeepsake.com). Please read them before ordering. Nothing in these terms affects your statutory rights as a consumer.

1. Your order

When you place an order we email you to confirm we have received it. A contract is formed when we email to confirm dispatch, or earlier if we start engraving. If we cannot accept your order, for example because an item is out of stock or the price was shown in error, we will tell you and refund anything you have paid.

2. Personalisation

We engrave exactly what you enter, character for character, including spelling, punctuation, capital letters and line breaks. Please check it carefully and tick the confirmation box before ordering.
The on-screen preview shows the layout, font and position we follow. It is a close guide: the exact size, depth and tone of engraving vary slightly with the metal, finish and photo lighting.
Emoji and symbols are engraved as a single-colour outline in the engraving tone, not in colour.
Photos, handwriting and drawings you upload are converted to a single-tone engraving. Fine detail may be simplified. If we think an image will not engrave well, we will contact you before making it.
You confirm that you have the right to use any text, names, logos or images you send us. We may decline personalisation that is offensive, unlawful or infringes someone else's rights, and refund you.
If you need to change your personalisation, email us straight away. We can change it free of charge until engraving has started.

3. Prices and payment

Prices are in pounds sterling and include VAT where applicable. Engraving is included in the price shown. Delivery charges are shown at checkout before you pay. Payment is taken when you place your order.

4. Delivery

Delivery options, times and costs are set out in our Delivery & Returns page. Delivery times are estimates from dispatch. The goods are your responsibility from the time they are delivered to the address you gave us.

5. Cancellations, returns and faults

Your rights to cancel, return and get faults put right are set out in our Refund Policy. In short: unengraved items can be returned within 30 days; engraved items are made to your specification and cannot be returned for a change of mind; anything faulty, damaged or engraved incorrectly by us will be replaced or refunded in full.

6. Our responsibility to you

If we fail to meet these terms we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss that was not foreseeable, or for business losses. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your rights under the Consumer Rights Act 2015.

7. Brand names

Parker, Spotify and other brand names on this site belong to their owners and are used only to describe products or features. We are an independent retailer and are not affiliated with or endorsed by those brands.

8. Website content

Photos, text and designs on this website belong to Lush Keepsake and may not be copied without our permission. We take care to describe products accurately; colours on screen may differ slightly from the finished item.

9. Privacy

We use your personal information as described in our Privacy Policy.

10. Complaints and disputes

If something has gone wrong, email hello@lushkeepsake.com with your order number and we will reply within two working days. If you are not satisfied, you can get free, impartial advice from Citizens Advice (0808 223 1133). These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home nation.