Terms & Conditions

These terms and conditions apply to the use of this website at www.makingmemorieslondon.com (the “Website”). By accessing this website and/or placing an order, you agree to be bound by these terms and conditions.

Using this Website indicates that you accept these terms regardless of whether or not you choose to register with us or order from us. If you do not accept these terms then we advise you to not use this website.

Ordering from us

You are deemed to place an order with us by ordering via our online checkout process. We will send you an order acknowledgement by email, detailing the products you have ordered.

Our acceptance of an order takes place when we dispatch the order to the customer. When we dispatch the order the purchase contract will be made even if your payment has been processed immediately unless we have notified you that we do not accept your order or you have cancelled your order for any reason.

We may refuse to accept an order:

(a) Where goods are not available
(b) Where we cannot obtain authorisation for your payment
(c) If there has been a pricing or product description error
(d) If you do not meet any eligibility criteria set out in our terms and conditions
(e) If your order for personalised products contains content, which is deemed inappropriate for an order, i.e. threatening or abusive.
(f) If we believe your order is for commercial or other non-domestic concerns.

We reserve the right to cancel any order that we deem offensive.

Making Memories London will not be responsible for any mistakes inputted by the customer. This includes, but is not limited to; spelling, arrangement of letters, colours etc. If you believe you have made a mistake then please contact us within 24hrs so we can amend or check your order


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. If you require us to send out your item to a different address after it has been returned then there may be a charge for posting it out again.

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 the recipient.

Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale.

Our courier services are as follows: Royal Mail for our Standard Delivery and DPD or Parcelforce. Items sent via DPD will be sent on a next day service (where applicable) and you will receive tracking and an estimated delivery time slot directly from DPD.

Faulty/Damaged item

If the item you received is faulty/damaged, please contact us within 30 days of receipt quoting your order number, your name and address, details of the product, the reason for return, and whether you require a refund or a replacement. We will also request that a photo of the damaged item is sent to us via email. Unfortunately we are unable to proceed with a claim if photographic evidence is not received. We will then advise on how to proceed with the return.

In some circumstances where we are unable to verify the fault via photographic/video evidence we may need to inspect the item before issuing a replacement/refund. In those circumstances we will arrange for collection of the item/s.

If the item is faulty/damaged, we will ask that the item is returned to us within 30 days of receipt. Where applicable we will arrange for a collection of the item.

Any replacement item is subject to stock availability.

Please note refunds will not be offered as a result of general wear and tear. Refunds cannot be given if the fault is as a result of misuse. Your refund will not be processed until proof of the damaged item is received by us.


The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if the colour is important to you, your order is placed at your own risk. Some items are hand made and therefore we cannot guarantee that your item will look exactly the same as the photographs on our website. 

Order Cancellation

If you wish to cancel your order you can notify us by email to info@makingmemorieslondon.com or by telephone 0203 916 5210. Please quote your order number.

We aim to dispatch items on the same day as the order is placed. Therefore please contact us within 2 hours of placing your order. Where goods have already been dispatched to you, the goods must be returned to us in accordance with our ‘Returns’ policy.

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


We want you to be happy with the products you order from us, however we appreciate that sometimes you might wish to return an item you’ve bought. We accept any item back for a refund within 30 days.

If you return an item because of an error on our part, we will happily refund the full value of the item and your costs in returning it to us.

The item(s) must be returned in the condition in which you received it within 30 days of delivery. We cannot accept returns for items you have assembled.

Items you return must by in saleable condition and should be returned with the original packaging wherever possible. We reserve the right not to accept returns for items that are not in a saleable condition when returned. We regret that postage and packing costs for unwanted items cannot be refunded.

Your refund will be paid once we have received your returned items, and have accepted that they are in a re-saleable condition. Full refund of the purchase price will be made within 7 days to the original card or account you used. You will receive an automated email from us to confirm we have processed your refund.

You are responsible for the cost of returning the items.

When returning your parcel, please make sure to obtain proof of postage (with tracking information) as we cannot accept liability for loss or damage in transit. The parcel is your responsibility until it reaches our warehouse. We recommend using www.parcel2go.co.uk for the best possible prices.

Please ensure you include a copy of our returns form in with the item/s that you are returning. Failure to do so will delay your refund as we will not be able to identify your order. You can download and print a copy of our returns form here.

Please ensure your items are returned to:

Making Memories London
667 Watford Way

Limitation of liability

To the maximum extent permitted by applicable law, in no event shall Making Memories London Limited, its officers, directors, employees, shareholders or any agents, be liable for any indirect, punitive, incidental, special, consequential or exemplary damages, including without limitation, damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the service or any products.

If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

Please note that we use the following third party courier services: Royal Mail for Standard Delivery and DPD or Parcelforce, and we accept no liability for any lost or missing parcels sent using these courier services.

To the maximum extent permitted by applicable law, Making Memories London Limited assumes no liability or responsibility for any (i) errors, mistakes, or inaccuracies of content; (ii) personal injury or property damage, of any nature whatsoever, resulting from your access to or use of our service; and (iii) any unauthorized access to or use of our secure servers and/or any and all personal information stored therein.

You agree to indemnify and hold Making Memories London Limited harmless from any demands, loss, liability, claims or expenses (including attorneys’ fees), made against them by any third party due to, or arising out of, or in connection with your use of the website or any products procured using the service.

We reserve the right to modify these terms from time to time at our sole discretion. Therefore, you should review these pages periodically. Your continued use of the Website or our service after any such change constitutes your acceptance of the new Terms. If you do not agree to any of these terms or any future version of the Terms, do not use or access (or continue to access) the website or the service.

Nothing in these conditions shall limit or exclude our liability for:

  • Death or personal injury resulting from our negligence;
  • Breach of the terms implied by section 12 of the Sale of Goods Act 1979; and
  • Fraud or fraudulent misrepresentation.


While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material.

The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website.

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