KEEP MOMENTS LTD - keepmoments.uk
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
- Operational address (returns, handling of consigned material, dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland
- Director: Michał Jerzy Lew
- E-mail: [email protected]
- Telephone: +48 731 850 700
KEEP MOMENTS LTD is not registered for VAT. Prices shown on this website are the final price payable; no VAT is added or shown, and every invoice or receipt is issued by KEEP MOMENTS LTD without VAT (see Clause 4).
1. Scope and definitions
1.1 These Terms and Conditions ("Terms") govern every contract of sale concluded through the website keepmoments.uk between KEEP MOMENTS LTD, a company registered in England and Wales under Companies House number 11909402, with its registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom ("we", "us", "our" or "the Seller"), and you as the customer ("you", "your" or "the Customer").
1.2 These Terms apply where you are a consumer, that is a natural person acting wholly or mainly outside your trade, business, craft or profession. Nothing in these Terms affects or reduces the statutory rights you have as a consumer under the law of England and Wales; where any provision of these Terms conflicts with those rights, your statutory rights prevail.
1.3 The version of these Terms in force is the version published on keepmoments.uk at the moment you place your order. That version governs your order. We may revise these Terms from time to time, but any revision applies only to orders placed after the revised version takes effect.
1.4 In these Terms the following definitions apply:
- Bespoke Piece means an item of memorial or keepsake jewellery that is made to order, manufactured to your specifications, clearly personalised, and/or produced from Consigned Material. The substantial majority of items we make are Bespoke Pieces.
- Consigned Material means the material you send to us for incorporation into, or use in the making of, a Bespoke 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 an umbilical cord.
- Order Code means the unique identifier we assign to your order, which we use to keep your Consigned Material identified and matched to you throughout the making process.
- Plain Accessory means a stock item that contains no Consigned Material and carries no personalisation, for example a plain additional chain sold on its own.
1.5 Our jewellery is bespoke memorial and keepsake jewellery. We understand that for many customers an order is connected to the loss of a person or of a beloved animal, and that the material entrusted to us may be irreplaceable. We treat every order, and every item of Consigned Material, with corresponding care and respect. These Terms are written to be clear about your rights and ours, and about how the making process works.
2. Bespoke memorial products and the consigned-material process
2.1 Most pieces we sell are Bespoke Pieces made from material you send to us. After you have placed your order, you send your Consigned Material to us by post, following the instructions provided with your order confirmation. The return and handling address for Consigned Material is: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland.
2.2 On receipt, your Consigned Material is registered against your Order Code and is kept identified by that Order Code at every stage. It is stored securely, and access to it is restricted to the authorised members of our workshop staff who work on your piece. Your Consigned Material is used solely to make the item you have ordered and for no other purpose.
2.3 Your piece is handmade in our workshop in Szczecin, Poland. The typical production time is 3 to 6 weeks from the point at which we have received your Consigned Material and confirmed your order. Because each piece is made by hand, production time can vary; if we expect a material delay, we will let you know.
2.4 Once your piece is complete, it is dispatched by DHL Express. Transport is insured. Where any unused Consigned Material remains after your piece has been made, it travels back to you by the same insured route, so that material moves from you to our workshop and the unused remainder back to you.
2.5 Unused Consigned Material is always returned to you together with your finished piece, unless you have instructed us in writing to destroy it securely, in which case we will do so. You may ask us to return your Consigned Material, or to destroy it securely, at any time before your piece has been completed. If you ask for its return before we have started or completed the work, we will return it to you, although this may mean your order cannot be fulfilled.
2.6 Only a small quantity of material is needed to make a piece. We will tell you how much to send. If the material you send proves insufficient or unsuitable to make the piece you have ordered, we will contact you to agree how to proceed before continuing.
2.7 Cremation ashes and other biological material are, by their nature, irreplaceable. We take the highest standard of care in handling, identifying, storing and transporting your Consigned Material, and we accept responsibility for its loss or damage while it is in our custody, as set out in Clause 10. We do not, however, make promises that cannot honestly be kept: we cannot guarantee that every piece will be identical to a photograph, and the natural characteristics of the material may affect the final appearance.
3. How a contract is formed
3.1 The display of products on keepmoments.uk is an invitation to treat and not an offer. When you place an order, you make an offer to buy the product on these Terms.
3.2 A binding contract is formed when we accept your order. We acknowledge receipt of your order automatically, but that acknowledgement is not acceptance. Acceptance takes place when we send you an order confirmation by e-mail confirming that we accept your order. If we are unable to accept your order, we will tell you and will not charge you, or will refund any payment taken.
3.3 For a Bespoke Piece, we begin production after we have received your Consigned Material and confirmed your order. Production time runs from that point, as described in Clause 2.3.
3.4 We refer to and store your order under your Order Code. The language of the contract is English.
3.5 Before your order becomes binding, we provide you with the information required by law, including the main characteristics of the product, the total price, delivery arrangements, and information about the right to cancel and its exclusion for Bespoke Pieces (see Clause 6). We make these Terms available to you in a form you can save and reproduce (a durable medium), and we confirm your order to you by e-mail.
4. Prices
4.1 Prices are shown in pounds sterling (GBP) on keepmoments.uk. The price shown for a product is the final price payable for that product.
4.2 KEEP MOMENTS LTD is not registered for VAT. No VAT is added to or shown in our prices, and you are never charged VAT. Our pieces are bespoke products made to order from material consigned by the customer, and each piece is an individually made one-off: a unique, one-of-a-kind object (1 of 1) made to your particular specifications from your own Consigned Material. This combination, a bespoke product produced from customer-consigned material with each piece unique to you, is the basis on which no VAT is charged. The price you see is therefore both the net and the gross price.
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: it shows no VAT line and no VAT amount. You are not charged VAT and none is shown to you.
4.4 Delivery charges, where they apply, are shown separately during the checkout process before you place your order.
4.5 For Plain Accessories sold on their own (items with no Consigned Material and no personalisation), the price shown is likewise the final price payable. Where a delivery is sent across a border, any import duties or taxes that may apply are indicated at checkout where we are able to do so, or are otherwise borne in accordance with the applicable rules of the destination country.
5. Payment
5.1 We accept payment by card and by local payment methods made available through our payment provider, Stripe. The payment methods available to you are shown at checkout.
5.2 Payment is taken in accordance with the method you choose. For a Bespoke Piece, production proceeds after payment has been made and after we have received your Consigned Material.
5.3 All payments are processed in pounds sterling (GBP).
6. Your right to cancel and its exclusion for bespoke pieces
6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer who buys goods at a distance ordinarily has the right to cancel the contract within 14 days without giving a reason.
6.2 This right to cancel does not apply to Bespoke Pieces. Under regulation 28(1)(b) of those Regulations, the right to cancel is excluded for the supply of goods that are made to your specifications or are clearly personalised. Every Bespoke Piece we make is made to your specifications, or clearly personalised, and/or produced from your Consigned Material, and so falls within this exclusion.
6.3 Because this exclusion applies, you will be asked to acknowledge, at the point of placing your order and before your order becomes binding, that your piece is made to your specifications or clearly personalised and that you will not have the right to cancel once production has begun. You give that acknowledgement before the contract is concluded.
6.4 The exclusion of the right to cancel does not affect your other statutory rights, in particular your rights if a product is faulty or not as described (see Clause 7).
6.5 Plain Accessories. A Plain Accessory (an item with no Consigned Material and no personalisation, for example a plain additional chain) is not excluded. For a Plain Accessory you keep the statutory right to cancel within 14 days. The 14-day period runs from the day on which you, or a person nominated by you, take physical possession of the goods. To cancel, you may use the model cancellation form set out at the end of these Terms, or make any other clear statement of your decision to cancel, sent to [email protected] or to KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland. You must return the Plain Accessory to that address without undue delay and in any event within 14 days of telling us you wish to cancel. We will reimburse all payments received from you for the cancelled Plain Accessory, including the standard cost of delivery, without undue delay and within 14 days of the day on which we are informed of your decision to cancel, although we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earlier.
6.6 Further detail on returns and cancellation is set out in our separate Return and Cancellation Policy, which forms part of your contract.
7. Statutory rights if goods are faulty or not as described
7.1 Your statutory rights under the Consumer Rights Act 2015 apply in full and are unaffected by the exclusion of the right to cancel in Clause 6.
7.2 Under the Consumer Rights Act 2015, the goods we supply must be as described, of satisfactory quality, and fit for any particular purpose made known to us. If goods do not conform to the contract, you have the statutory remedies available under that Act, which may include the right to a repair or replacement and, in certain circumstances, the right to a price reduction or to reject the goods and obtain a refund.
7.3 These statutory rights apply to Bespoke Pieces as well as to Plain Accessories. The fact that a Bespoke Piece is excluded from the right to cancel does not in any way reduce your rights if the piece is faulty or not as described.
7.4 If you believe a piece is faulty or not as described, please contact us as set out in Clause 8.
8. Complaints
8.1 If something is wrong with your order, or you are not satisfied, we want to hear from you and to put it right. Please contact us at [email protected], quoting your Order Code, or write to us at KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland.
8.2 We acknowledge complaints and respond to them with care. Given that many of our orders are connected to a loss, and that production is by hand and takes time, we deal with each complaint, and with any question about your Consigned Material or about the 3 to 6 week production time, attentively and in plain terms. We will tell you what we propose to do and, where a remedy is due, how we will provide it.
8.3 Raising a complaint with us directly is the first step. If a complaint cannot be resolved between us, the further routes available to you are set out in Clause 13.
9. Delivery
9.1 We dispatch finished pieces by DHL Express from our workshop in Szczecin, Poland, and we deliver internationally, including to addresses in the United Kingdom. The destinations we serve are shown at checkout.
9.2 Transport is insured. The 3 to 6 week production time described in Clause 2.3 is the time taken to make your piece by hand; it precedes dispatch and is separate from the delivery time, which is the time the carrier takes to bring your piece to you once it has been dispatched.
9.3 Any unused Consigned Material is returned to you as described in Clause 2, so that your Consigned Material travels from you to our workshop and the unused remainder back to you.
9.4 Delivery charges, where they apply, are shown at checkout before you place your order. Where a delivery crosses a border, any import duties or taxes that may apply are handled as described in Clause 4.5.
9.5 The goods are your responsibility, and risk in them passes to you, when you (or a person nominated by you, other than the carrier) take physical possession of them. Risk does not pass to you on delivery to the carrier.
10. Liability for your consigned material
10.1 We treat your Consigned Material with the highest standard of care. It is registered and kept identified by your Order Code, stored securely, handled only by authorised workshop staff, and transported by insured DHL Express.
10.2 Cremation ashes and other biological material are irreplaceable. We do not make promises that cannot be kept. We accept responsibility for the loss of, or damage to, your Consigned Material while it is in our custody, to the extent that the loss or damage results from our breach of these Terms or our failure to use reasonable care and skill. Where we are responsible, we will work with you in good faith to address the situation; we recognise, and ask you to recognise, that no remedy can restore irreplaceable material.
10.3 If the material you send is insufficient or unsuitable to make the piece you have ordered, we will contact you before continuing, as described in Clause 2.6, so that we can agree how to proceed.
10.4 Nothing in this Clause 10 limits your statutory rights or our liability to the extent that liability cannot lawfully be limited (see Clause 11).
11. Our liability to you
11.1 We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes our liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your statutory rights under the Consumer Rights Act 2015 in relation to the goods we supply; and for any other liability that cannot lawfully be excluded or limited.
11.2 Subject to Clause 11.1, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen.
11.3 Subject to Clause 11.1, we are not liable for loss or damage that is not foreseeable, or for any loss or damage you suffer in connection with your trade, business, craft or profession (these Terms being for consumers).
11.4 Nothing in these Terms operates to exclude or restrict liability in a way that would be unfair or that would deprive you of a right you have under consumer law. Any term that did so would, to that extent, not bind you.
12. Governing law and your protections
12.1 These Terms and any contract concluded under them are governed by the laws of England and Wales, and any dispute is subject to the non-exclusive jurisdiction of the courts of England and Wales.
12.2 You keep the benefit of all mandatory consumer-protection rules that apply to you under the law of England and Wales. Nothing in these Terms reduces or removes the protections that consumer law gives you.
13. Resolving disputes
13.1 If you have a complaint, please first raise it with us directly as described in Clause 8, so that we have the opportunity to resolve it. We aim to resolve complaints fairly and promptly.
13.2 Alternative dispute resolution (ADR) is a process by which an independent body considers a dispute between a consumer and a trader with the aim of resolving it without going to court. Where, after you have made a complaint to us, the complaint cannot be resolved between us, you may wish to use ADR.
13.3 In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we inform you that consumer ADR for disputes of this kind is provided by ADR bodies approved by the Chartered Trading Standards Institute (CTSI), which is a competent authority under those Regulations. The current register of CTSI-approved consumer ADR providers, and the contact details of the body competent to deal with your dispute, are available from the Chartered Trading Standards Institute at www.tradingstandards.uk. We are not, however, obliged to use ADR, and we do not currently agree to submit disputes to an ADR entity; your right to refer a matter to court is unaffected.
13.4 This Clause 13 does not affect your right to bring legal proceedings, including in the courts of England and Wales.
14. Final provisions
14.1 Each of the clauses of these Terms operates separately. If any court or competent authority decides that any of them is unlawful or unenforceable, the remaining clauses remain in full force and effect.
14.2 We may amend these Terms from time to time. The version in force at the time you place your order governs that order; an amendment does not change the Terms that apply to an order already placed.
14.3 If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that does not mean you do not have to do those things, and it does not prevent us taking steps against you at a later date.
14.4 These Terms, together with our Return and Cancellation Policy and the information we give you at and before checkout, set out the agreement between us in relation to your order. Nothing in this clause excludes or limits your statutory rights or any liability that cannot lawfully be excluded.
14.5 The processing of your personal data, and the storage of cookies and similar technologies, are described in our Privacy Policy and our Cookie Policy. Those policies, and our separate Return and Cancellation Policy, should be read together with these Terms.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract for a Plain Accessory, that is an item with no consigned material and no personalisation. The right to cancel does not apply to bespoke or personalised pieces - see Clause 6.)
To: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland - e-mail: [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Description of goods / Order Code:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
Seller
KEEP MOMENTS LTD 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 Operational address (returns, handling of consigned material, dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland Director: Michał Jerzy Lew E-mail: [email protected] Telephone: +48 731 850 700
Last updated: 15 June 2026