Terms and Conditions

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Terms and Conditions

These terms and conditions apply to the use of this website, www.writefromtheheartkeepsakes.co.uk . By visiting writefromtheheartkeepsakes.co.uk or by placing an order, you confirm that you have read these terms and conditions and agree to adhere to them in their entirety. If you do not agree to these terms and conditions, you must not use this Website.

We may update or vary our terms and conditions from time to time, so please check this page for the latest version whenever you visit writefromtheheartkeepsakes.co.uk.

We use our reasonable endeavours to make sure that every product on writefromtheheartkeepsakes.co.uk is shown accurately and that prices are correct. However, occasionally there may be small variations in colour, typefaces and layout. write from the heart disclaims all representations and warranties that the content or information on this Website is accurate, complete, up to date or does not infringe the rights of any third party.

Placing your order

From time to time, we may not be able to accept an order for the following reasons:

  • If, unfortunately, we do not have your chosen goods in stock
  • Where we cannot obtain authorisation for your payment
  • If there has been a pricing or product description error
  • If you do not meet any eligibility criteria set out in our terms and conditions
  • If the order for personalised products contains reference to any copyrighted information where you have not obtained permission

Personalising your order

writefromtheheartkeepsakes.co.uk aims to provide you with a fast, high-quality service, so any products you order are immediately sent for production. Please double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. We cannot refund items where the personalisation has been mis-spelt due to an error made by you.

If you are uploading a photo, images must be in JPEG format. Any other format such as Word documents and PDFs cannot be accepted. For best results, we advise that you make the image dimensions approximately 1,000 pixels for the smallest edge of your photos. We print images at 300DPI (Dots Per Inch), so if you are scanning the image we recommend you use this setting. If you try to upload a photo that has a lower resolution or image size, we will accept it. However, an on screen warning will appear to let you know that the image might not print very well.

Print colour

Please note that your physical print may vary from the colour you see on screen, this is due to individual screen resolution.

Payment

At writefromtheheartkeepsakes.co.uk, you can pay for your goods using credit or debit cards, paypal or backs.

Supply of Goods

The products sold on our website are manufactured and shipped from a range of different in-house and third-party production facilities based in the UK.

Postage and packaging charges

For most items, prices are shown exclusive of postage and packaging charges; these will be shown separately at the checkout stage. In some cases, prices shown may include postage and packaging. If this is the case this will be clearly stated.

Delivery times and charges will differ depending on which products you order. More details are set out below.

General despatch information

If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which are not received.

If you want to check the postage and packaging cost of your order, simply place the items in the online shopping basket with the correct size, quantity and address. We will then calculate the charge for you.

All orders are posted by royal mail second Class unless the special delivery option is selected at extra cost.

Postage charges are calculated based on item weight, so the cost will increase on heavier orders. The postage cost is inclusive of the stamp, envelope(s) and packaging.

Second Class Postage timings (3-5 working days)

First class

The Royal Mail advise that 90% of first class post in the UK will arrive the following day, unfortunately the other 10% can take up to three days.

If possible, please allow at least five working days from despatch for products to arrive.

If your order hasn’t arrived after seven days, PLEASE call us. We would rather send a replacement than leave you disappointed.

Circumstances Beyond Our Control

Neither we, nor any courier or carrier service that we use shall be liable for any failure to perform, where such failure or delay results from any cirmcumstances outside our reasonable control; these circumstances to include but not be limited to any adverse weather conditions - such as snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.

Changing or cancelling an order

It is best to call us if you need to cancel or change your order - dial 01291 409078.

or alternatively you can email us at writefromtheheart@outlook.com.

Emails are answered during business hours (9.00am - 5.00pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes.

Returns and refunds

At writefromtheheartkeepsakes.co.uk, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to read the following and contact us if neccesary.

Delivery

We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.

You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the Products directly to a friend, a relative, or to your place of work.

Whilst we make every effort to deliver goods within the specified timescale, on occasion due to unforeseen circumstances we cannot always guarantee delivery in said time, or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries

If the product(s) you have ordered do not arrive within 28 days of placing the order Write from the heart accept no liability unless you have contacted us via email within this period.

All frames, mounted prints and print onlys are despatched by second class Royal Mail. which is estimated to be delivered in 5-7 working days, but is not guaranteed.
All acrylics, photo blocks, cushions, phone cases, clocks, metal signs, slates, hearts, tins and mugs are sent via royal mail second class and estimated delivery is up to 10-14 working days, but not guaranteed. If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.

In the event you have not received your order, we must allow the following timescales before we can take further action, and claim back from the relevant carrier for lost items.
RM2nd class:7 working days from date of despatch (NOT from date the order is placed, the date of dispatch on our system).

Write from the heart will send a replacement free of charge on any items which have not been received, 7 working days from the date your order was dispatched on our system.

In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.

Please note: In order to provide a fast service some products are immediately sent for production. Once they have been sent for production no changes or cancelations can be made.

We reserve the right to cancel your order at any time and issue a full refund.

The provisions of this clause do not affect your statutory rights.

Returns and exchange
If you are not completely satisfied with your non-personalised goods, simply return them to us at any time within 14 working days of receipt. The costs of returning goods to us shall be borne by you. Unfortunately we are unable to refund postage costs on unwanted non-personalised items.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

Your rights to return the goods to us will not apply in the following circumstances:

-Any products that we have made, personalised or customised specifically for you

Write from the heart do not offer refunds for personalised goods custom made for you, most products on the Write from the heart website are personalised goods, this includes any products which inculde your own photo or any text changes, only replacements will be sent for any faulty, damaged goods or goods which have not arrived.

With any faulty or damaged goods we ask you to return the product to us within 7 days, once the product has been returned we will then issue a refund (THIS DOES NOT APPLY ON PERSONALISED GOODS) or send a replacement. Please note that postage will be refunded in full for any items returned which are faulty or damaged.

Replacements will be sent within 7 working days.

Your rights to return the goods to us will not apply in the following circumstances:

-Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
- If you have made a spelling mistake on your order and it has been sent for production.
- You have disposed of the item you have an issue with
.

We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.

This returns policy does not affect your statutory rights.

The address for returns is:
Write from the heart Ltd
Office B, 17 Moor Street
Chepstow
NP16 5DB

Discounts
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

I received the wrong item
If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Faulty item
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. (PLEASE NOTE THIS POLICY DOES NOT APPLY FOR PERSONALISED GOODS) We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

 

Reporting a problem

If for any reason you are not happy with your wfth order, please contact us.

We aim to acknowledge any complaint within 14 working days, (usually it takes 1-2 days) and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item.

Where an item is faulty, we will ask you to return it to us within three days of receipt. Your right to return items to us in accordance with these terms and conditions is in addition to any other statutory rights you may have.

Refunds

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to reprint (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size.

It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered. We need to be informed of any issues within three days of the delivery to give us the best chance of successfully resolving the issue.

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.

Your privacy and security

writefromtheheartkeepsakes.co.uk is committed to protecting your privacy. We promise to use the information that we collect about you in accordance with the Data Protection Act 1998.

How we use your contact information

The personal information you provide to us will include your contact details, payment card details and information about any recipients of products that you wish us to deliver products to.

wfth will not sell or disclose any personal data to any third party unless required to do so by law.

We will use your information to send you regular email newsletters, keeping you informed of new products and seasonal offers. You can choose whether to receive these newsletters when you are registering.

Where a phone number is requested, we may use this to contact you to ensure that you are happy with the service you received.

Cookies

In order to improve the service offered to you, we may use a ‘cookie’. A ‘cookie’ is a small data file which is placed on your computer or other device by this Website and which collects certain data about your activity on the Website. The primary purpose of this use of cookies is to ensure the process of personalising product is user-friendly and consistent throughout a session. You may change your website browser settings to reject cookies, although please note that if you do this it may impair the functionality of this Website. For further information about cookies, including how to refuse cookies, please visit www.allaboutcookies.org.

Securing your password

When you register with writefromtheheartkeepsakes.co.uk, you do so as an individual. You must not share your user name and password with anyone else.

Intellectual Property

All text, software, music, sound, photographs, graphics, video, page layouts, design and other material that is contained on the Website is protected by wri