Seller information
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, and dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland Director: Michał Jerzy Lew E-mail: [email protected] Phone: +48 731 850 700
These Terms and Conditions govern your purchase of memorial and keepsake jewelry through keepmoments.us. Please read them before placing an order. By placing an order you confirm that you have read and accepted them.
1. Scope and definitions
1.1 These Terms and Conditions ("Terms") apply to all sales made through the website keepmoments.us between KEEP MOMENTS LTD ("we", "us", "our", or "the Seller") and you ("you" or "the Customer"). They form the contract between us for the products you order.
1.2 These Terms are written for purchases made by a Customer who is a natural person buying for personal purposes outside of any trade, business, or profession.
1.3 The version of these Terms that applies to your order is the version published on keepmoments.us at the time you place that order. We make these Terms available to you in a form you can save and print before you order, and we send them to you with your order confirmation so that you keep a copy.
1.4 In these Terms:
- "Bespoke Piece" means a product that we make to order from material you send to us and/or that we personalize for you (for example by setting in ashes, hair, fur, breast milk, flowers, fabric, or an umbilical cord, or by engraving or otherwise individualizing it). The great majority of what we make are Bespoke Pieces.
- "Consigned Material" means the material you send to us to be incorporated into your Bespoke Piece, namely cremation ashes (of a person or of an animal), hair or fur, breast milk, flowers or fabric (such as a piece of a wedding dress), or an umbilical cord.
- "Order Code" means the unique reference we assign to your order and use to keep your Consigned Material identified to you at every stage.
- "Plain Accessory" means a stock item that contains no Consigned Material and is not personalized, for example a plain additional chain sold on its own.
2. Our bespoke products and the consigned-material process
2.1 KEEPMOMENTS makes bespoke memorial and keepsake jewelry. Most pieces are made from material that you send to us, so that something meaningful to you can be kept close and worn. We understand the trust this involves, and we handle every piece and every piece of Consigned Material with that in mind.
2.2 After you order a Bespoke Piece, you send your Consigned Material to us by post, following the instructions we provide. On arrival, your material is registered under your Order Code and kept identified to you throughout. We store it securely, and access is restricted to the authorized members of our workshop. Your material is used only to make the piece you ordered.
2.3 Each piece is made by hand in our workshop in Szczecin, Poland. The usual production time is 3 to 6 weeks after we have received your Consigned Material and confirmed your order. Because every piece is handmade, this is an estimate rather than a fixed delivery date, and we ask for your patience with the time that careful handwork takes.
2.4 We dispatch the finished piece by DHL Express, with insured transport. Where there is unused material left after your piece is made, we always return that unused material to you. We do not discard it. We will securely destroy unused material only if you specifically instruct us to do so. You may ask us to return or to securely destroy your Consigned Material at any time.
2.5 We want to be honest with you about an important point. Ashes and other biological material are irreplaceable. We treat your material with the highest level of care at every step, we keep it identified to you by Order Code, we store it securely, and we send your finished piece and any unused remainder by insured DHL Express transport. The amount of material actually needed for a piece is very small. If the material you send is not sufficient for the piece you ordered, we will contact you before proceeding so that we can agree on how to continue. Our responsibility for any loss of or damage to your Consigned Material while it is in our custody is set out in Section 10.
3. How a contract is formed
3.1 The display of products on keepmoments.us is an invitation for you to place an order; it is not an offer that automatically binds us. When you complete the checkout and submit your order, you are making an offer to buy.
3.2 A binding contract is formed when we accept your order. We send you an order confirmation by e-mail; that confirmation is our acceptance. The order confirmation includes a copy of these Terms so that you have them on record.
3.3 For a Bespoke Piece, we begin production after we have received your Consigned Material and confirmed your order, and after payment has been made in accordance with Section 7.
3.4 The language of the contract is English. We refer to and store your order under your Order Code, and we ask you to quote that Order Code whenever you contact us about your order.
4. Prices
4.1 All prices on keepmoments.us are shown in US dollars (USD) and are the final price payable for the product. The price you see is the price you pay for the product itself: the displayed price is the complete amount due for the product, so that the net price and the gross price are the same, with no separate tax added to or shown on top of the price of our bespoke pieces.
4.2 No value-added tax (VAT) is charged on our bespoke pieces, and none is shown. KEEP MOMENTS LTD is not registered for VAT. Our pieces are bespoke memorial products made to order from material that you, the Customer, consign to us, and each piece is an individually made one-off: a unique, one-of-a-kind (1/1) object made to your specification from your own Consigned Material. This combination, a bespoke product made from your consigned material and the fact that each piece is a unique 1/1, is the basis on which no VAT applies. You are never charged VAT.
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 and carries no VAT: there is no VAT line and no VAT amount shown on it. The price displayed for each piece is all-inclusive and final, with nothing further added for tax on the product itself.
4.4 Shipping costs, where they apply, are shown to you at checkout before you complete your order. Any import duties, customs charges, or other taxes that may apply to a cross-border delivery are not included in our prices; where such charges apply they are indicated at checkout or are borne in accordance with the applicable rules of the destination.
4.5 A Plain Accessory sold on its own, with no Consigned Material and no personalization, is a standard stock item. The price shown for it is the final price payable; any applicable sales or use tax, or any duties or taxes on a cross-border delivery, are handled as described in clause 4.4.
5. Returns and the absence of a statutory cooling-off period
5.1 Under United States law there is no general statutory "cooling-off" period that gives a right to cancel an online purchase simply because you have changed your mind. Returns are therefore governed by the policy set out below and by your statutory rights in the case of a defective product (see Section 6).
5.2 Bespoke Pieces cannot be returned for a refund or exchange on the basis of a change of mind. Because a Bespoke Piece is made to your specifications and personalized to you, and because it incorporates your own irreplaceable Consigned Material, it cannot be resold or reused for anyone else. You acknowledge and accept this when you place your order, and we disclose it to you before your order becomes binding. This does not affect your rights if a piece arrives damaged or defective, which are dealt with in Section 6.
5.3 A Plain Accessory (a stock item with no Consigned Material and no personalization, such as a plain extra chain) that is unused and in its original condition may be returned to us within 14 days of delivery for a refund of the price paid for that item. To make such a return, contact us at [email protected], quoting your Order Code, and send the item to our returns address: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland. The cost of returning the item is yours unless the item was defective or sent in error.
5.4 Whatever the type of product, your rights in the case of a defective or non-conforming product are not affected by this returns policy. Those rights are set out in Section 6.
6. Defective products and warranty
6.1 We make every piece by hand and check it before it leaves our workshop. If your product arrives damaged, defective, or not as described, you are entitled to a remedy. Your rights in respect of a defective or non-conforming product are honored in full and are not affected by the returns position in Section 5.
6.2 If your product is defective, not as described, or otherwise does not conform to what we agreed, please contact us promptly at [email protected], quoting your Order Code and describing the problem, and where helpful including a photograph. Depending on the circumstances and on the nature of the defect, we will repair the piece, remake it, or refund you, in line with the applicable law.
6.3 In the case of a Bespoke Piece, a remedy that involves remaking the piece depends on whether sufficient Consigned Material remains or can be made available; we will discuss this with you openly and find the fairest way forward.
7. Payment
7.1 You can pay using cards and the local payment methods we make available at checkout, which we provide through our payment processor, Stripe. Payment is taken by the method you choose at checkout.
7.2 For a Bespoke Piece, production proceeds after payment has been made and after we have received your Consigned Material, in line with Sections 2 and 3.
7.3 We do not store full card details ourselves; card payments are handled by our payment processor under its own security standards.
8. Delivery
8.1 We dispatch finished pieces by DHL Express, internationally, from our workshop in Szczecin, Poland. Transport is insured.
8.2 The production time of 3 to 6 weeks described in clause 2.3 is the time we need to make your piece by hand. It is not shipping time, and it comes before dispatch. Shipping time is additional and depends on the destination.
8.3 Your Consigned Material travels in both directions: from you to our workshop, and, for any unused remainder, from our workshop back to you. We use insured transport for these movements.
8.4 Shipping rates that apply to your order are shown to you at checkout before you complete the order. Any customs duties or taxes on a cross-border delivery are handled as described in clause 4.4.
8.5 Risk of loss of or damage to a product passes to you when the product is delivered to you or to a person you have named to receive it. Our responsibility for your Consigned Material while it is in our custody is set out in Section 10.
9. Complaints
9.1 If something is not right with your order, your piece, or the way it was handled, please tell us. We take every complaint seriously and respond with care.
9.2 To raise a complaint, write to us at [email protected] and quote your Order Code so that we can identify your order at once. We will acknowledge your complaint and respond to it, and we will work with you toward a fair resolution.
9.3 We ask that you contact us first, so that we have the opportunity to put things right, before taking any further step. The way we then resolve any remaining disagreement is described in Section 13.
10. Our responsibility for your consigned material
10.1 We are responsible for handling your Consigned Material with the highest level of care while it is in our custody. We register it under your Order Code on arrival, keep it identified to you, store it securely, and restrict access to the authorized members of our workshop. We use it only to make the piece you ordered.
10.2 We send your finished piece and any unused remainder of your material by insured DHL Express transport.
10.3 We are honest with you that ashes and other biological material are irreplaceable, and we cannot promise what cannot be promised. What we can and do commit to is the standard of care described above, and we accept responsibility for loss of or damage to your Consigned Material caused by our failure to take that care while the material is in our custody. We do not seek to exclude that responsibility. If the material you send is insufficient for the piece you ordered, we contact you before proceeding, as described in clause 2.5.
11. Our liability
11.1 Nothing in these Terms limits or excludes our liability where it would be unlawful to do so. In particular, we do not limit or exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under the applicable law.
11.2 Subject to clause 11.1 and to Section 10 (which governs our responsibility for your Consigned Material), our liability for any loss or damage arising in connection with your order is limited to loss or damage that is a foreseeable result of our breach, and we are not responsible for loss or damage that is not foreseeable or that does not result from our breach.
11.3 We do not in any circumstances seek to exclude or limit your statutory rights as a consumer, including your rights in respect of a defective or non-conforming product. Where any provision of these Terms would conflict with a mandatory protection that the law gives you, that mandatory protection prevails.
12. Governing law and your local protections
12.1 These Terms and any contract formed under them are governed by the laws of England and Wales, the law of the Seller's place of incorporation.
12.2 This choice of law does not deprive you of the protection of any mandatory consumer-protection rules that apply to you under the law of the place where you live. Where such mandatory local rules give you stronger protection than these Terms or than English law, those local rules continue to apply to you.
13. Dispute resolution
13.1 We would always rather resolve any concern directly and fairly. If you have a dispute with us, please first contact us at [email protected], quoting your Order Code, so that we can try to resolve it with you informally. In most cases a problem can be settled this way.
13.2 If a dispute cannot be resolved between us, it may be brought before the competent courts in accordance with the governing law set out in Section 12. This does not affect any mandatory right you may have to bring proceedings before the courts of the place where you live, where the law gives you that right.
14. Final provisions
14.1 If any provision of these Terms is found to be invalid or unenforceable, that does not affect the remaining provisions, which continue in full force. An invalid provision is replaced, so far as the law allows, by a valid provision that comes closest to its intended purpose.
14.2 We may amend these Terms from time to time. The version of the Terms in force at the time you place your order governs that order; a later amendment does not change the contract already formed for an order you have already placed.
14.3 If we do not insist on the strict performance of any of these Terms, or if we delay in enforcing a right, that is not a waiver of our rights, and it does not prevent us from enforcing those Terms or rights later.
14.4 These Terms, together with your order, your order confirmation, and the policies referred to in them, set out the agreement between us for your order. Nothing in these Terms excludes or limits the mandatory rights the law gives you as a consumer.
14.5 How we handle your personal information, including the data connected with your Consigned Material and your order, is described in our Privacy Policy. How we use cookies and similar technologies is described in our Cookie Policy. The returns position for Plain Accessories and for Bespoke Pieces is set out in Section 5 of these Terms and in our Return Policy, where applicable.
Seller identity
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, and dispatch): Wapienna 4A/2, 71-790 Szczecin, Poland Director: Michał Jerzy Lew E-mail: [email protected] Phone: +48 731 850 700
Last updated: 15 June 2026