Terms & Conditions and Privacy Policy
We reserve the right to adjust the terms and conditions as required and therefore you should read these terms and conditions each time you make a purchase.
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Thank you for choosing Sweet Memory Keepsakes to create your custom handmade keepsake. We will do everything in our power to create a special and unique keepsake that you will love and treasure for many years.
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Prices – All prices are inclusive of VAT where applicable. Postage and Packaging and additional charges are added as you complete the order and will also be explicitly stated.
Payment Terms – All items must be paid for at the point of order, by PayPal or bank transfer. We will consider requests for payment by cheque and, in some cases for very large orders, payment in instalments. Any such requests should be discussed before placing an order. We reserve the right to decline any such requests. In any case, no items will be dispatched by us until full payment has been made. Once payment is made the seller will provide the goods agreed in the sale within the timeframe specified. Where this is not possible the seller with either return the money, or the buyer can opt to wait the additional time specified by the seller for the item to be delivered.
All orders are important to us & if you need to make any changes or additional instructions to your order, you should contact us as soon as possible so we can try to accommodate these changes. However, if we are already in the process of creating your keepsake, this may not be possible due to the individuality of all our keepsakes.
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On completion of your order you will receive an order number, either by email or text – please make a note of this reference in case you do not receive a confirmation. An email or text confirmation will be sent following every order and it is your responsibility to ensure that your email address/mobile number is correct. We will also email or text confirmation of receipt of the items you have sent us.
It is your responsibility to provide the right number of suitable clothes or equivalent amount of fabric for the keepsakes you have chosen. To be deemed suitable, the clothes must be in a suitably good condition for cutting & re-stitching together. If clothes are too worn when we receive them we reserve the right to refuse to use them and you will be informed and given the opportunity to send in additional clothes – you will also be responsible for the additional postage and packaging this will entail. If you specifically want all the items using, or feel particularly strongly about certain items, this must be specified in your clothing package sent to us. We will do our best to honour all requests but cannot guarantee to include all special requests. We will assume that all items sent to us are to be used unless you provide clear instructions within your package to the contrary. Please remember, we are not able to put clothing back together once it has been cut.
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If you have any doubts about the condition of the clothes, the quantity, or have any other questions about them or special requests, please email us or talk to us before you send them.
We cannot be responsible for any items lost in the post on their way to us and we therefore recommend that you send all clothes recorded delivery.
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All of our products are 100% handmade in the UK using fabrics and materials chosen and/or sent to us by you our customer.
When you receive your keepsake, please remember it is an item to admire, love and cherish, it is NOT a Toy. We use 100% CE tested polyester stuffing & safety eyes, but due to the items being made from your own treasured fabric, each completed item cannot be CE tested therefore all of our items come with the following warning:-
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THIS PRODUCT IS NOT A TOY AND IS NOT SUITABLE FOR ANY PERSON UNDER THE AGE OF 14.
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We hope you love the keepsake we create for you as much as we do but due to the nature of this type of product, we cannot accept responsibility if the item is not as you imagined, each keepsake is completely unique & custom made, apart from the size and shape of the item, it will not look exactly like the images on our website. The appearance of the same item can vary enormously depending on the fabric used, the pattern on the fabric & what the fabric itself is made of. Where there is no actual fault with the item but you are unhappy with the appearance we may agree to try and alter it for you for a £15 fee and you will need to cover the postage back to us and the cost of sending the altered item back to you.
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We will make design decisions about where items of clothing are used - if you feel strongly about where certain pieces of clothing are used you must inform us either at the time of ordering or in a clear note enclosed with the clothing – where possible, attached to the item mentioned.
Any unused scraps of fabric will be disposed of following dispatch of your keepsake, unless you tell us that you would like these returned to you.
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Use of Photographs
If you supply us with a photograph to be transferred onto fabric & incorporated into your keepsake, it is your responsibility to ensure the photograph provided is as sharp an image as possible. We are unable to make a sharp reproduction from a blurry photograph.
Delivery – All items dispatched by us are delivered by courier and should arrive within 3 working days from dispatch. We are unable to accept responsibility for items once they have been dispatched.
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Time Sensitive Orders
If you require your keepsakes created by a particular date, please discuss this with us BEFORE placing your order to ensure we are able to complete & deliver within your required timescales.
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Returns, Refunds and Exchanges
We do our very best to make sure you receive the items you want, exactly as you want them. However, if any item arrives damaged, or if it is not the item you ordered, please inform us within 7 days of receipt & provide photos of the damage incurred.
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For custom made keepsakes, we are unable to provide a refund or exchange unless the item is faulty or incorrect due to a mistake on our part. Some of the keepsakes can vary in appearance depending on the material used and your keepsake will not look identical to the photographs on our website. Where there is no actual fault with the item but you are unhappy with the appearance we may agree to try and alter it for a £15 fee and you will need to cover the postage back to us and resending the item to you.
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We cannot refund or exchange used or customer damaged items.
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For items where we are not informed within 7 days of there being an issue we reserve the right to refuse a refund. Where returning items please get proof of postage and where possible use recorded delivery. For items that are faulty or incorrect we will refund this.
No refunds will be made until the goods have been returned to us.
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If you wish to cancel an order, you must do so before you have sent us your garments or before we have confirmed that we have received your items. Please do this by emailing or writing to us at the address above. You will be responsible for the postage cost of returning any items back to you & this will be deducted from the amount initially paid by you which is to be refunded.
All of our orders are subject to availability. We reserve the right to refuse to supply any individual or company.
Copyright
Our customers are reminded that all of our designs are copyright protected and any attempt to reproduce them or any of the images on our site will result in legal action being taken. Sweet Memory Keepsakes reserves the right to use photographs of the products it has created for marketing purposes.
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Disclaimer – We do our very best to ensure that all of the information on our website is correct. Given the handmade, customised and personalised touches that our products receive all measurements are approximate. Please remember, all our keepsakes can vary greatly in their appearance due to the types of materials supplied by you. We use the same patterns for each keepsake and any variations are therefore unavoidable and we will not replace items where they do not exactly match the product example photograph on the website.
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Web Site Usage and Conditions
This Website and all contents (including all photographs, images, descriptions, drawings and other material of any description) are owned by Sweet Memory Keepsakes. It is protected by copyright, which along with all other intellectual property rights in the Website belong to Sweet Memory Keepsakes. The Website is available for your personal use only. You may only download, print, store and use any material appearing on the Website for the purpose of purchasing or researching the purchase of any product from Sweet Memory Keepsakes for yourself, family or friends or providing such material to your family or friends for the same purpose. You agree not to (and agree not to assist or facilitate any third party to) modify, copy, download, print, distribute, transmit, display, reproduce, publish, license, create derivative works from, transfer, sell or in any other way use or make available any material appearing on this Website except as set out above or agreed by Sweet Memory Keepsakes in writing in advance. We may terminate your licence to use and may prevent your using this Website in the event of your breaching these terms.
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Cookie Policy
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Use of Cookies
Cookies provide information regarding the computer used by a visitor. We may use cookies where appropriate to gather information about your computer in order to assist us in improving our website.
We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally. It is statistical data. This statistical data does not identify any personal details whatsoever
You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your computer.
Our advertisers may also use cookies, over which we have no control. Such cookies (if used) would be downloaded once you click on advertisements on our website.
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Website privacy notice
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This privacy notice provides you with details of how we collect and process your personal data through your use of our site www.sweetmemorykeepsakes.co.uk, including any information you may provide through our site when you purchase a product or service, sign up to our newsletter or take part in a prize draw or competition.
By providing us with your data, you warrant to us that you are over 13 years of age.
Sweet Memory Keepsakes is the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).
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Contact Details
Our full details are: Sweet Memory Keepsakes
Email address: info@sweetmemorykeepsake.co.uk
Postal address: 37 Overton Way, Orton Waterville, Peterborough, Cambs. PE2 5HF
Telephone number: 07790 564137
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If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.
It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us at info@sweetmemorykeepsakes.co.uk
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WHAT DATA DO WE COLLECT ABOUT YOU
Personal data means any information capable of identifying an individual. It does not include anonymised data.
We may process certain types of personal data about you as follows:-
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• Identity Data may include your first name, maiden name, last name, username, marital status, title, date of birth and gender.
• Contact Data may include your billing address, delivery address, email address and telephone numbers.
• Transaction Data may include details about payments between us and other details of purchases made by you.
• Technical Data may include your login data, internet protocol addresses, browser type and version, browser plug-in types and versions, time zone setting and location, operating system and platform and other technology on the devices you use to access this site.
• Profile Data may include your username and password, purchases or orders, your interests, preferences, feedback and survey responses.
• Usage Data may include information about how you use our website, products and services.
• Marketing and Communications Data may include your preferences in receiving marketing communications from us and our third parties and your communication preferences.
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We may also process Aggregated Data from your personal data but this data does not reveal your identity and as such in itself is not personal data. An example of this is where we review your Usage Data to work out the percentage of website users using a specific feature of our site. If we link the Aggregated Data with your personal data so that you can be identified from it, then it is treated as personal data.
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Sensitive Data
We do not collect any Sensitive Data about you. Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not collect any information about criminal convictions and offences.
Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
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HOW WE COLLECT YOUR PERSONAL DATA
We collect data about you through a variety of different methods including:-
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• Direct interactions: You may provide data by filling in forms on our site (or otherwise) or by communicating with us by post, phone, email or otherwise, including when you:
• order our products or services;
• create an account on our site;
• subscribe to our service or publications;
• request resources or marketing be sent to you; or
• give us feedback.
• Automated technologies or interactions: As you use our site, we may automatically collect Technical Data about your equipment, browsing actions and usage patterns. We collect this data by using cookies, server logs and similar technologies. We may also receive Technical Data about you if you visit other websites that use our cookies. Please see our cookie policy for further details.
• Third parties or publicly available sources: We may receive personal data about you from various third parties and public sources as set out below:
• Technical Data from the following parties:
Facebook, Twitter, Instagram, Etsy, Amazon.
•analytics providers such as Google based outside the EU;
• based inside the EU.
• Sales/Orders data from third party sellers: Amazon, Etsy, NotOnTheHighStreet.
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HOW WE USE YOUR PERSONAL DATA
We will only use your personal data when legally permitted. The most common uses of your personal data are:-
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• Where we need to perform the contract between us.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal or regulatory obligation.
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Generally, we do not rely on consent as a legal ground for processing your personal data, other than in relation to sending marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by emailing us at info@sweetmemorykeepsakes.co.uk.
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Purposes for processing your personal data
Set out below is a description of the ways we intend to use your personal data and the legal grounds on which we will process such data. We have also explained what our legitimate interests are where relevant.
We may process your personal data for more than one lawful ground, depending on the specific purpose for which we are using your data. Please email us at info@sweetmemorykeepsakes.co.uk if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out below.
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Marketing communications
You will receive marketing communications from us if you have:
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(i) requested information from us or purchased goods or services from us; and
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(ii) you have not opted out of receiving that marketing.
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We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by emailing us at info@sweetmemorykeepsakes.co.uk at any time.
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Where you opt out of receiving our marketing communications, this will not apply to personal data provided to us as a result of a product/service purchase, warranty registration, product/service experience or other transactions.
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Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to find out more about how the processing for the new purpose is compatible with the original purpose, please email us at info@sweetmemorykeepsakes.co.uk.
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If we need to use your personal data for a purpose unrelated to the purpose for which we collected the data, we will notify you and we will explain the legal ground of processing.
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We may process your personal data without your knowledge or consent where this is required or permitted by law.
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DISCLOSURES OF YOUR PERSONAL DATA
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above:-
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• Service providers who provide IT and system administration services.
• Professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
• HM Revenue & Customs, regulators and other authorities based in the United Kingdom and other relevant jurisdictions who require reporting of processing activities in certain circumstances.
• Third parties to whom we sell, transfer, or merge parts of our business or our assets.
We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.
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INTERNATIONAL TRANSFERS
Countries outside of the European Economic Area (EEA) do not always offer the same levels of protection to your personal data, so European law has prohibited transfers of personal data outside of the EEA unless the transfer meets certain criteria.
Whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of security of data by ensuring at least one of the following safeguards is implemented:-
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• We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission; or
• Where we use certain service providers, we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe; or
• Where we use providers based in the United States, we may transfer data to them if they are part of the EU-US Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.
If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time.
Please email us at info@sweetmemorykeepsakes.co.uk if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.
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DATA SECURITY
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know such data. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
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We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
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DATA RETENTION
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
In some circumstances you can ask us to delete your data: see below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
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YOUR LEGAL RIGHTS
Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to:-
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• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.
You can see more about these rights at:
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If you wish to exercise any of the rights set out above, please email us at info@sweetmemorykeepsakes.co.uk.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
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We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
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We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
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THIRD-PARTY LINKS
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
COOKIES
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookie policy.
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