Terms of service

Fluff and Stuff Keepsakes 
Terms & Conditions of Sale  

Last Updated – November 2025 

 
These Terms and Conditions govern the sale of goods to consumers and it is the customers responsibility for making themselves aware of them. By placing an order with Fluff and Stuff Keepsakes you are agreeing to these terms and conditions. 

1. Handmade Product & Material Disclaimer 
All keepsakes are handmade, and each item is unique. Variations in size, appearance, and fabric condition are normal due to the use of pre-owned clothing and recycled textiles. 
Customers accept that pre-owned fabrics may contain natural wear, fading, or imperfections. These do not constitute defects. 

2. Safety & Intended Use 
Keepsakes made by Fluff and Stuff Keepsakes are not toys. 
They are intended for decorative display purposes only. 
They are not CE/UKCA certified, as pre-owned fabric from unknown origins cannot be fully safety tested. 
Products must not be handled or used by babies or young children. They must be kept away from pets and sources of heat or flame. 

3. Washing & Care Instructions 
Keepsakes made from clothing should be surface wipe only with a damp cloth. 
Blankets and cushions may be gently washed only as advised on the care labels. 
Damage resulting from improper cleaning is not covered under any warranty. 

4. Customer-Supplied Clothing 
Customers are responsible for selecting clothing suitable for being made into a keepsake. 
Any items sent must be in a clean and washed condition. Clothing will be cut and permanently altered as part of the design process. 
We cannot guarantee the preservation of sentimental features unless pre-agreed. 

Clothing is to be received no later than the 1st of the month your keepsake is booked in for. Any clothing received after this date is liable to incur a late fee and will be reschedule to an alternative month for completion. 

5. Ordering Process 
Orders may be placed via the website. 
No production begins until full payment has been received. 
We may refuse or cancel orders where necessary, including when materials are unsuitable. 

6. Personalised and Custom Orders 
The customer must ensure that all supplied instructions (names, colours, fabric choices) are correct. Fluff and Stuff Keepsake will not be liable for any errors due to customers mistake when entering details upon ordering. If any error are noticed, please notify us as soon as possible. 
Personalised/custom orders cannot be changed once production has begun. 

Should you have any specific requests/requirements for your items of clothing please include this information on a note with your clothing, or you can email, or message on social media. We will always aim to work to your requirements, the more details you provide, the more this will help your keepsake come out how you envisioned. Please reach out if you would like to discuss ideas in depth. 

7. Pricing and Payment 
All prices are in GBP and can be subject to change without notice. 
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. 
Prices may change at any time, but confirmed orders remain unchanged. 

8. Delivery 
Delivery times depend on workload and complexity of the keepsake. Estimated dispatch dates are provided but are not guaranteed. 
We are not liable for courier delays after dispatch. 
Customers must provide correct delivery information; replacement costs for lost items due to incorrect addresses are the customer’s responsibility. 

All keepsakes are returned via a fully tracked and signed for service and the tracking information is provided via email to the customer. 

9. Risk and Ownership/Shipping 
Ownership passes to the customer once full payment is received. 
We are not liable for customer-supplied items lost or damaged in transit to us. Shipping clothing via a fully tracked service is recommended along with including your return address and order number on the outside of your parcel 

10. Cancellations and Returns 
A. Personalised/Custom Orders 
Because keepsakes are made from customer clothing and customised, they are non-refundable and exempt from cancellation rights, except where faulty. Should the customer wish to cancel their order before work has begun on your keepsake then a refund may be given and clothes returned if already received. Please contact Fluff and Stuff Keepsakes as soon as possible. 

B. Faulty Items 
If a keepsake arrives damaged or faulty, contact us within 5 days with photos. We will discuss the issue and offer repair where possible. 

Clothing provided by the customer for creation of the keepsake is not reimbursed, unless the clothing items as a whole has not been used as part of the keepsake. All unused items will be returned to you along with your completed keepsakes. 

11. Privacy 
Personal information is only used to process and deliver orders and for legal compliance. 
We do not share data with third parties except couriers or payment services as required. 

12. Intellectual Property 
Designs, photographs, and branding remain the intellectual property of Fluff and Stuff Keepsakes and may not be copied or reproduced. 

The pattern used for our Bear and Elephant keepsakes has been exclusively designed by the owner of Fluff and Stuff Keepsakes, Selene Prior. The Lion pattern has been designed by Pauline at Funky Friends Factory for which I have been provided permission to use these templates for business use. 

13. Liability 
We are not responsible for loss or sentimental value associated with customer clothing once it is altered. 
Our liability is limited to the value of the purchased product. 
We are not responsible for injuries or damages caused by misuse or by treating keepsakes as toys. Our items are for display purposes only and not to be handled by babies or young children. 

14. Governing Law 
These Terms are governed by the laws of England. 
Any disputes will be handled by the courts of that jurisdiction. 

16. About Us 
Fluff and Stuff Keepsakes is a sole trader business creating handmade keepsake products using customer-supplied clothing and fabrics. 
Business owner: Selene Prior 
Trading name: Fluff and Stuff Keepsakes 
Business address: 2 Addison Mews, DT36FL 
Email: fluffandstuffkeepsakes@hotmail.com