Tracking Your Order

At present we have sales staff who check every succesful Paypal order transaction we receive.

The delivery time for an order can range from one working day to 10 working days * 14 working days, after an order has been shipped, depending on the delivery option chosen.

A typical order flow will be: Payment -> Processing -> Approved -> Shipped

WHAT HAPPENS NEXT?

We accept orders online 24/7, although our sales staff only download orders during office hours.

Working Days - Monday - Friday Office Hours - Monday - Friday 9.00am - 4.00pm

Orders received after 5pm and before 9.00am will be downloaded next working day. Orders placed on a Saturday or Sunday will not be received into the office until Monday or Tuesday after a Bank Holiday

After placing your order online you will receive receipt notification from Paypal, and we will receive notification of payment received from Paypal with Customer Information and decription of items purchased.

ORDER CONFIRMATION > Receipt for Your Payment to tina@keepsakekreations.co.uk

One of the most important items of information on your order is your Paypal receipt of payment. Your invoice/ Paypal receipt will be your proof of purchase.

Please print this document and keep it in a safe place for immediate or long term reference. You will need to quote your e-mail address & transaction ID: in all future contacts for all orders.

RECEIVED ORDERS

Your order is sent directly to our secure Paypal account for processing. After we download orders from Paypal we will review order, check for stock availability and prioritise by delivery option chosen. Our staff will pick, pack and dispatch the items. Some made to order products are sent direct from our suppliers and may take longer, so items ordered together may not arrive in the same package. Items such as personalised items have extended delivery times these delivery times are stated on the product details, and will be dispatched direct from our suppliers by 1st Class Post.

Express Delivery @ £7.40 these orders will take priority and if received before 1pm will be dispatched for next day delivery. Expected delivery time: orders received before 1pm Next working day before 1pm

1st Class Delivery @ £4.95, these orders are processed and dispatched within 2 - 3 working days and sent by Royal Mail 1st class recorded delivery post (trackable service). Expected delivery time: 3 - 5 working days (excluding weekends and Bank Holidays)

Standard Delivery @ FREE, these orders are processed and dispatched within 5 - 10 working days and sent by 2nd class post. Expected Delivery Time -10 - 14 working days up to April, May & June (excluding weekends and Bank Holidays)

To avoid disappointment or additional worry about if your order will arrive in time, please make sure you add the correct postage and delivery service to your basket.

SHIPPED ORDERS

We must state as part of our terms & conditions that once we have dispatched your order and it has been accepted by the Royal Mail or National Carrier we are completely in their hands to operate their service. We regret that we cannot be held responsible when your order may arrive later than expected or is lost in their service.

The delivery time for an order can range from one day to 28 working days after an order has been shipped, depending on the delivery option chosen.

When your order has been dispatched, we will update your paypal transaction with posting details. Paypal will send an automated e-mail advising that your order has been dispatched.

WERE IS MY ORDER IT HAS NOT ARRIVED

Please check the estimate of delivery time given in the product description for the goods you've purchased, and delivery option chosen, i.e. Standard, 1st Class,or Next Day.

Express Delivery - Contact us after 2pm of the day the order should arrive, we can then give you a tracking number for you to contact Royal Mail and see where your order is. Please also check with neighbours that the order has not been signed for by them.

1st Class Delivery - Contact us after 5 working days.

Standard Delivery - Contact us after 10 working days.

Please contact us by completing form below. We will only check your order status, after the timescale shown above via Paypal system & Royal Mail tracking reference and advise within 24 - 48hrs. We can only reply to e-mails sent by Track Order System and not individual e-mails. If we receive an e-mail we will forwarded you to this order tracking form.

Alternatively you can check your order status by clicking on any Paypal links in your e-mail " Receipt for Payment" and logging into your Paypal transaction.

Once this delivery timescale has passed, wait a couple of days in case of delays in transit, then call your local Royal Mail depot giving your house number and postcode to check it has not been taken back there to await collection before being returned to us DO NOT ASSUME A CALLING CARD IS LEFT BY YOUR ROYAL MAIL POSTMAN.

Please do not contact us by phone or e-mail until the estimate of time has passed and you have checked with your local Royal Mail office. When estimate time has passed please complete Tracking form below

DELAYED & LOST ORDERS

We always aim to ensure that your order is processed and despatched within our timescales,but sometimes problems arise, If your order has not arrived we’re very sorry for the inconvenience, We as the sellers are not responsible for delivery time or service provided by Royal Mail or National Carriers once your order has been dispatched.

In the unlikely event that your order is lost /misplaced in the Royal Mail Postal Service and your order has not been delivered after 15 working days of dispatch from our warehouse. We can then request for Royal Mail to process a trace on the package and proceed with a claim from Royal Mail. In order to successfully claim we will need to follow Royal Mail claims process, firstly we must be informed in writing or by e-mail by you within 15 working days that you have not received the order, and confirmation that you have contacted and been advised by your local Post Office that no package is awaiting collection. Alternatively please complete the TRACKING ORDER FORM. When we have all the information required a full investigation will be carried out by Royal Mail, Once Royal Mail have confimed that the package is lost we can process a claim and you will be refunded or the item replaced. If Royal Mail find that your package was at your local Post Office awaiing collection, a 20% administration fee will be deducted from your refund.

We cannot send out replacement items until we have received confirmation from Royal Mail or National Carrier that the order cannot be found, in the meantime you can place and pay for another order which we will process a.s.a.p as an urgent order, then once we have received our claim payment from Royal Mail or National Carrier we will refund your bank card via Paypal or Worldpay.

Please be assured we are not happy if we do not receive the delivery service we have paid for, so will do our upmost to help you track your order.

Royal Mail’s Claims Process for Loss, Damage & Delay

http://www.royalmail.com/portal/rm/jump1?catId=69800733&mediaId=80300735

Process to claim compensation from Royal Mail for a lost item

http://www.royalmail.com/portal/rm/customerservice2?catId=69800733&mediaId=70700722

I HAVE NOT RECEIVED ANY E-MAILS?

Paypal send order confirmation and other emails automatically to the e-mail address you provided. Occasionally these emails get mistaken for spam mail by e-mail filters and firewall (because these emails are generated by a computer). Check your anti spam e-mail folder