These Terms and Conditions govern the sale of bespoke memorial and keepsake jewellery through keepmoments.eu. Please read them carefully before placing an order. By placing an order you confirm that you have read and accepted them.
Seller information
- Seller: KEEP MOMENTS LTD
- Legal form: private company limited by shares, incorporated in England and Wales
- Companies House registration number: 11909402
- Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
- EU operational address (returns, handling of consigned material, and dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland
- Represented by: Michał Jerzy Lew, Director
- E-mail: [email protected]
- Telephone: +48 731 850 700
KEEP MOMENTS LTD carries out the fulfilment of your order, including the handling of consigned material, production, dispatch, and returns, from its operational establishment at Wapienna 4A/2, 71-790 Szczecin, Poland. For data-protection matters, that establishment together with the e-mail address above is the point of contact for data subjects in the European Union and the European Economic Area; further detail is set out in our Privacy Policy.
Article 1 - Scope and definitions
1.1 These Terms and Conditions (the "Terms") apply to all contracts of sale concluded between KEEP MOMENTS LTD ("we", "us", "the Seller") and you ("you", "the Customer") through the website keepmoments.eu (the "Website"). They form an integral part of every such contract.
1.2 These Terms apply where you act as a consumer, meaning a natural person who is acting for purposes that are wholly or mainly outside that person's trade, business, craft, or profession.
1.3 The version of the Terms in force is the version published on the Website at the moment your order is placed. That version applies to your order and does not change afterwards for that order.
1.4 In these Terms:
- "Bespoke Piece" means a product that is made to order from material you consign and/or that is personalised to your specifications (for example by engraving, an inscription, a portrait, or a chosen configuration).
- "Consigned Material" means the material you send to us to be incorporated into or used in the making of your piece, namely: cremation ashes (of a person or of an animal), hair or fur, breast milk, flowers or fabric (for example a piece of a wedding dress), or umbilical cord.
- "Order Code" means the unique identifier assigned to your order, which we use to keep your Consigned Material identified to you throughout the process.
- "Plain Accessory" means a stock item sold on its own that contains no Consigned Material and carries no personalisation, for example a plain additional chain.
Article 2 - Bespoke memorial products and the consigned-material process
2.1 Most of our products are Bespoke Pieces. They are made by hand in our workshop in Szczecin, Poland, from material that you send to us. We understand that this material is precious and, in many cases, connected to a person or an animal who mattered greatly to you. The process below is designed around the care that material deserves.
2.2 Sending your material. After your order is placed, you send your Consigned Material to us by post to our operational address: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland. The instructions you receive with your order confirmation explain how much material is needed and how to package it.
2.3 Identification. On arrival, your Consigned Material is recorded against your Order Code. The Order Code keeps your material identified to you and to your order at every stage. Material belonging to different orders is never combined.
2.4 Secure handling. Your Consigned Material is stored securely. Access is restricted to the authorised members of our workshop staff who work on your piece. Your material is used only to make the piece you ordered, and for no other purpose.
2.5 Production and lead time. Each Bespoke Piece is made by hand. The usual production time is 3 to 6 weeks from the point at which we have received your Consigned Material and confirmed your order. Because the work is handmade and depends on the material received, this is an estimate and not a fixed guaranteed date; if a delay arises, we will keep you informed.
2.6 Dispatch. Once your piece is finished, it is dispatched from our Szczecin workshop by DHL Express, using insured transport. Where any of your Consigned Material remains unused, it is returned to you together with your piece, unless you have instructed us otherwise (see Article 2.7).
2.7 Return of unused material. Any of your Consigned Material that is not used in making your piece is always returned to you. We do not discard it. Only if you expressly instruct us to do so will we securely dispose of unused material instead of returning it. You may ask us, at any time, to return your material to you, or to dispose of it securely; simply contact us by e-mail at [email protected] quoting your Order Code.
2.8 Irreplaceability. We recognise that ashes and other biological material cannot be replaced. We handle every piece of Consigned Material with the highest level of care, identify it by Order Code, store it securely, and transport it by insured DHL Express. We cannot, however, promise the impossible, and we ask you to keep a portion of your material where this is feasible. Our responsibility for any loss of or damage to your Consigned Material while it is in our custody is set out in Article 11.
2.9 Insufficient material. If the material you send is not sufficient to make the piece you ordered, we will contact you before continuing, so that you can decide whether to send further material, to adjust the order, or to discuss another solution with us.
Article 3 - Conclusion of the contract
3.1 The presentation of products on the Website is an invitation to you to place an order. It is not a binding offer by us.
3.2 By completing the order process and confirming your order, you make a binding offer to purchase the selected product on these Terms.
3.3 The contract is concluded when we accept your offer. We do this by sending you an order confirmation by e-mail. Where a product is a Bespoke Piece, production begins after the contract is concluded and after we have received your Consigned Material.
3.4 We store your order under its Order Code and refer to it by that code in all communications with you.
3.5 The contract is concluded in English. Before your order becomes binding, we make the information required of us available to you, including these Terms, and we provide you with confirmation of the contract, including these Terms, on a durable medium (by e-mail).
Article 4 - Prices
4.1 The prices shown on the Website are stated in euro (EUR) and are the final price payable.
4.2 No value added tax (VAT) is added to or shown in our prices: the price you see is both the net and the gross price. KEEP MOMENTS LTD is not registered for VAT, and you are never charged VAT on your order. The basis on which no VAT is charged is threefold: our products are bespoke pieces; they are made from material consigned by you, the customer; and each piece is an individually made one-off - a unique, one-of-a-kind object (a 1-of-1, or 1/1, piece) made specifically to your specification from your own consigned material. This combination of a bespoke product, made from customer-consigned material, with each piece being unique to a single customer, is the basis on which no VAT is charged.
4.3 The seller of every order is KEEP MOMENTS LTD, and every invoice or receipt for an order is issued by KEEP MOMENTS LTD without VAT. No VAT line and no VAT amount is shown on it, because no VAT is charged to you.
4.4 In the case of a Plain Accessory sold on its own (a stock item with no Consigned Material and no personalisation), we do not claim any special VAT treatment; such an item is treated as standard goods.
4.5 The price shown is the price payable by you. Any import duties or taxes that may apply to a cross-border delivery are indicated at checkout where applicable, or are otherwise borne in accordance with the applicable rules. Delivery charges, where they apply, are shown separately before you confirm your order.
Article 5 - Right of withdrawal and its exclusion
5.1 For distance contracts, consumers in the European Union are in principle entitled to a statutory right of withdrawal of 14 days, allowing them to withdraw from the contract without giving any reason.
5.2 Exclusion for Bespoke Pieces. This right of withdrawal does not apply to Bespoke Pieces. Under Article 16(c) of Directive 2011/83/EU on consumer rights, as transposed into the consumer-protection law of the EU Member States, there is no right of withdrawal for the supply of goods that are made to the consumer's specifications or are clearly personalised. Our Bespoke Pieces are made to your specifications and from the material you consign, and are therefore clearly personalised within the meaning of this provision. Accordingly, the right of withdrawal does not apply to them.
5.3 Acknowledgement. Because production of a Bespoke Piece uses your irreplaceable Consigned Material and cannot be undone, you are asked to acknowledge, before your order becomes binding, that the order concerns a Bespoke Piece and that you therefore have no right of withdrawal in respect of it. This acknowledgement is part of the order process, and we point this exclusion out to you before you are bound by the contract.
5.4 Plain Accessories. For a Plain Accessory (a stock item with no Consigned Material and no personalisation), the statutory 14-day right of withdrawal applies in full. You may withdraw from the contract for such an item within 14 days, beginning on the day on which you, or a third party named by you who is not the carrier, acquire physical possession of the goods, without giving any reason. To exercise the right of withdrawal, you must inform us of your decision by a clear statement (for example a letter sent by post or an e-mail to [email protected]). You may use the model withdrawal form set out at the end of these Terms, but you are not obliged to do so. To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
5.5 Effects of withdrawal (Plain Accessories). If you withdraw from the contract for a Plain Accessory, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest. You must send back the goods to KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. You will bear the direct cost of returning the goods. You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
5.6 Further detail on returns is set out in our separate Return and Withdrawal Policy, which forms part of the information made available to you and does not limit your statutory rights.
Article 6 - Statutory rights in respect of defects (conformity)
6.1 You have the statutory rights available to consumers in respect of goods that do not conform to the contract. Under the consumer-protection law applicable to your contract, the goods we supply must, in particular, correspond to the description given, be of the quality and have the characteristics that goods of the same type normally have and that you may reasonably expect, and be fit for the purposes for which goods of that type are normally used.
6.2 Where goods do not conform to the contract, you are entitled to the statutory remedies, which may include having the goods brought into conformity (by repair or replacement), a proportionate reduction in the price, or termination of the contract, in accordance with the conditions and order set out in the applicable law.
6.3 These statutory rights in respect of defects exist independently of the right of withdrawal. They remain available to you in full, and are not affected by the exclusion of the right of withdrawal for Bespoke Pieces set out in Article 5. The handmade and bespoke nature of a piece does not deprive you of your rights where the piece is defective or does not conform to what was agreed.
6.4 To make a claim in respect of a defect, please contact us in accordance with Article 9.
Article 7 - Payment
7.1 Payment is made through our payment provider Stripe, by card or by the local payment methods offered at checkout for your market.
7.2 Payment is taken by the method you choose during the order process. For Bespoke Pieces, production proceeds after payment has been made and after we have received your Consigned Material.
7.3 All amounts are payable in euro (EUR).
Article 8 - Delivery
8.1 We deliver internationally. Orders are dispatched from our workshop in Szczecin, Poland, by DHL Express, using insured transport.
8.2 The production lead time of 3 to 6 weeks for Bespoke Pieces (see Article 2.5) is the time needed to make your piece; it precedes dispatch and is separate from the shipping time. Your Consigned Material travels to us before production begins, and any unused remainder travels back to you with your finished piece.
8.3 Delivery charges, where they apply, and the available delivery destinations are shown at checkout. Any import duties or taxes that may apply to a cross-border delivery are handled as set out in Article 4.5.
8.4 The risk of loss of or damage to the goods passes to you when you, or a third party named by you who is not the carrier, take physical possession of the goods. It does not pass to you on handover of the goods to the carrier.
Article 9 - Complaints
9.1 If something is not right with your order or your piece, please contact us by e-mail at [email protected], quoting your Order Code. We will acknowledge your complaint and respond with care.
9.2 We treat every complaint, and every question about your Consigned Material or about the production time, with attention and respect. We will work with you towards a fair resolution.
9.3 This internal complaints step comes before any referral to an alternative dispute resolution body under Article 13. We ask you to contact us first, so that we have the opportunity to put matters right.
Article 10 - Liability for consigned material
10.1 We handle your Consigned Material with the highest level of care throughout the process. It is identified by your Order Code, stored securely, accessible only to the authorised members of our workshop staff, and transported by insured DHL Express.
10.2 We accept responsibility for loss of or damage to your Consigned Material that occurs while it is in our custody and that is attributable to us. Because ashes and biological material are irreplaceable, monetary compensation cannot restore what is lost; for this reason we have built our process around prevention - identification by Order Code, restricted access, secure storage, and insured transport - and we ask you, where it is feasible, to retain a portion of your material.
10.3 If your Consigned Material is insufficient to complete your piece, we will contact you before proceeding, as set out in Article 2.9. Any of your material that is not used is returned to you, as set out in Article 2.7.
10.4 Nothing in this Article limits or excludes any liability that cannot be limited or excluded under the applicable consumer-protection law.
Article 11 - General limitation of liability
11.1 We are liable without limitation for damage caused intentionally or by gross negligence, for harm to life, body, or health caused by our negligence, for liability that cannot be excluded or limited under mandatory consumer-protection law, and where we have given a guarantee.
11.2 In other cases, our liability is limited to the loss that was foreseeable at the time the contract was concluded and that typically arises in contracts of this kind, to the extent permitted by the applicable consumer-protection law.
11.3 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, and nothing in these Terms affects your mandatory statutory rights as a consumer. We do not exclude all liability, and any limitation set out here applies only as far as the law permits.
Article 12 - Governing law
12.1 The contract between you and us, and these Terms, are governed by English law, as the law of the Seller's place of incorporation.
12.2 This choice of law does not deprive you of the protection afforded to you by provisions that cannot be derogated from by agreement under the law of the country in which you have your habitual residence. In other words, where you are a consumer habitually resident in an EU or EEA Member State, you continue to enjoy the mandatory consumer-protection rules of that country, and nothing in these Terms reduces those rights.
Article 13 - Dispute resolution and alternative dispute resolution (ADR)
13.1 If you have a complaint, please first contact us directly in accordance with Article 9, so that we can try to resolve the matter with you.
13.2 If we are unable to resolve your complaint together, you have the right, as a consumer, to make use of out-of-court dispute resolution. Under Directive 2013/11/EU on alternative dispute resolution for consumer disputes, as implemented in the EU Member States, you may refer the dispute to a certified alternative dispute resolution (ADR) body that is competent for consumer disputes in your EU or EEA Member State of residence. You can find the certified ADR bodies and their areas of competence through the consumer authorities and consumer-protection bodies in your own country.
13.3 Recourse to an ADR body is voluntary, and your statutory rights and your right to bring proceedings before the competent courts are not affected by it.
Article 14 - Final provisions
14.1 Severability. If any provision of these Terms is or becomes invalid or unenforceable, the validity of the remaining provisions is not affected. The invalid or unenforceable provision is to be replaced by the applicable statutory rules.
14.2 Amendments. We may amend these Terms for future orders. The version of the Terms that governs your order is always the version in force and published on the Website at the moment your order is placed (see Article 1.3). An amendment never reduces the mandatory statutory rights to which you are entitled as a consumer.
14.3 No waiver. If we do not enforce a right or provision of these Terms on any occasion, that is not a waiver of that right or provision, and it does not prevent us from enforcing it later.
14.4 Entire agreement. These Terms, together with your order confirmation and the documents referred to in them, set out the agreement between you and us. Nothing in this provision limits or excludes any mandatory statutory consumer right.
14.5 Related documents. Our Privacy Policy and Cookie Policy explain how we handle your personal data and how we use cookies and similar technologies, including the handling of any special-category data connected to your Consigned Material. Our separate Return and Withdrawal Policy explains returns in further detail. These documents are available on the Website and form part of the information made available to you. The language of the contract and of our communications with you is English.
Model withdrawal form (for Plain Accessories)
You may use this form only where the right of withdrawal applies, that is, for a Plain Accessory with no Consigned Material and no personalisation (see Article 5.4). Complete and return this form only if you wish to withdraw from such a contract.
To: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland - e-mail: [email protected]
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Description of the goods:
- Order Code / order number:
- Ordered on / received on:
- Name of the consumer(s):
- Address of the consumer(s):
- Signature of the consumer(s) (only if this form is notified on paper):
- Date:
Seller identity
- Seller: KEEP MOMENTS LTD
- Legal form: private company limited by shares, incorporated in England and Wales
- Companies House registration number: 11909402
- Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
- EU operational address (returns, handling of consigned material, and dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland
- Represented by: Michał Jerzy Lew, Director
- E-mail: [email protected]
- Telephone: +48 731 850 700
Last updated: 15 June 2026