Refund policy

Fluff and Stuff Keepsakes 
Returns & Refunds Policy

Last Updated – November 2025 

 

At Fluff & Stuff Keepsakes, every item is handmade with the upmost care using clothing you provide to us. Due to the sentimental nature and personalisation involved, our returns and refund policy is slightly different from standard online retailers.

Most of our products are created from your own clothing and include design customisation.

Under UK Consumer Contracts Regulations, personalised and custom-made items are non-refundable and non-returnable, unless they arrive damaged or faulty.

1.    Cancellations 

If you have changed your mind or not ready to part with your clothing yet then you can request to cancel your order before production begins by contacting us soon as possible. If we haven’t started work on your keepsake then you will receive a 50% refund, and your clothing will be returned to you. Tracking will be sent for the returned clothing within 48 hours of the refund being approved.

Please note:

  • Once production has started, we’re unable to cancel your order or issue a refund due to the handmade nature of our keepsakes.
  • We recommend reaching out as soon as possible if you wish to make changes or cancel your order.
  • Unfortunately, we cannot accept returns on gift cards.

 

2.      Customer-Supplied Clothing

Clothing sent to us is altered and cut permanently during production.
The value of clothing or its sentimental worth cannot be reimbursed under any circumstance.

 

3.      Faulty or Damaged Items

We take great care in crafting and packaging your keepsakes. Please inspect your order upon delivery, and contact us immediately if your item is damaged or defective.

If you believe your keepsake is faulty:

  1. Contact us within 5 days of delivery
  2. Provide your order number and clear photographs of the issue
  3. We will offer a suitable solution, this may be a repair, replacement, or refund, depending on the situation

Damage caused by misuse, incorrect care, or treating keepsakes as toys is not considered a fault.

 

4.      Lost or Damaged Parcels

We strongly recommend sending clothing to us using tracked delivery.
We cannot accept responsibility for items lost or damaged before they arrive with us.

If your finished keepsake is lost or damaged during return to you, we will assist with a courier claim but cannot guarantee compensation.

 

5.      Display-Only Safety Notice

Keepsakes are intended for decorative purposes only.
They are not toys and not CE/UKCA certified.
They must be kept away from children, pets, and heat sources.

 

6.      Repairs

If a seam loosens or small fix is needed, please contact us, we are happy to help with minor repairs where possible!

 

How to Contact Us

If you need help with a return or have any concerns, please get in touch:

Email: fluffandstuffkeepsakes@hotmail.com