KELHAM TREASURES

Kelham Treasures – Terms & Conditions

Welcome to Kelham Treasures. These terms and conditions outline the rules and guidelines for using our store and purchasing our products. By placing an order with us, you agree to the following:

1. About Us

Kelham Treasures is a small, family-run studio based in South Yorkshire. We specialise in personalised gifts including mugs, glasses, prints, and ornaments — all carefully designed, handmade, and packed in-house.

2. Orders & Personalisation

Each item is made to order and customised based on the details you provide at checkout.

Please double-check all personalisation and spelling before placing your order, as we are unable to accept changes once your order has been submitted.

Due to our fast turnaround and handmade process, your item may already be in production by the time you message us — and as each item is personalised, changes or cancellations are not possible once the order is placed.

We are not responsible for errors submitted by the customer.

3. Processing & Delivery

Our current processing time is 1–4 working days.

All items are sent via Royal Mail Tracked 48 as standard. Tracked 24 upgrades are available at checkout.

During busy periods (e.g. Christmas), processing and delivery times may vary slightly.

We do not currently offer express production or rush fulfilment due to high demand.

4. Returns & Cancellations

Due to the personalised nature of our products, we cannot accept returns or exchanges unless an item is faulty or damaged.

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with a clear photo and your order number. We’ll resolve the issue as quickly as possible.

Non-personalised items may be eligible for return within 28 days of receipt, provided they are unused and in original packaging. Return postage is the responsibility of the customer.

10. Returns & Refunds

At Kelham Treasures, each item is handmade with care, and many of our products are personalised to order. For this reason, our returns and refunds policy is as follows:

Personalised items are non-refundable and non-returnable, unless the item arrives damaged or not as described.

If your personalised item is damaged upon arrival, please contact us within 48 hours with clear photos so we can assess and resolve the issue.

For non-personalised items:

If you change your mind or no longer want the item, you may return it within 14 days, but you are responsible for the return postage.

We will only provide a prepaid return label if the item is faulty or not as described.

Please note: All returned items must be unused and in their original packaging. Refunds will be processed once the item has been received and inspected.

5. Product Variations

As all items are handmade, slight variations in colour, placement, or finish may occur. These are not considered faults but a natural part of the handmade process.

6. Intellectual Property

All designs, content, and images are the property of Kelham Treasures and may not be copied, reproduced, or resold without permission.

7. Delivery Delays & Lost Items

Most of our parcels arrive on time, but occasionally delays can happen, especially during busy periods. Please note that Royal Mail delivery estimates are not guaranteed.

If your order hasn’t arrived, we kindly ask you to wait 10 full working days after the estimated delivery date. This is in line with Royal Mail’s policy — they only consider an item officially lost after this time.

Once those 10 working days have passed, we’ll be able to raise a lost item case with Royal Mail and arrange a refund or replacement for you as appropriate.

We appreciate your understanding and patience with this process.

8. Damaged Items in Transit

We take great care in securely packaging all orders to minimise the risk of damage during transit. However, once parcels leave our studio, they are in the hands of the courier.

If an item arrives damaged, please contact us within 48 hours of delivery with clear photos of the damage and the packaging. We’ll work with you to resolve the issue, which may include a replacement or refund at our discretion.

Please note:

By placing an order, the customer accepts full responsibility for any risk of damage during transit.

While we do our best to prevent breakages, we cannot be held liable for any injury caused by broken items, as this damage would have occurred during shipping and is beyond our control.

We always recommend opening your parcel with care, especially when handling fragile items like glass or ceramic.

9. Proofing & Design Previews (if applicable)

We do not currently offer digital previews or proofs before printing, unless specifically stated in the product listing. Please ensure all personalisation details are accurate before placing your order, as changes cannot be made after the order is confirmed.

10. Address Accuracy

Customers are responsible for entering a correct and complete shipping address at checkout.

We cannot be held liable for orders delivered to the wrong address due to customer error. If a parcel is returned to us due to an incorrect address, the customer will be responsible for additional postage costs to resend.

11. International Orders

For international deliveries, customers are responsible for any customs duties, taxes, or import fees that may apply. Delivery times may vary due to customs processing in the destination country.

12. Contact Hours

We’re a small family-run business and aim to respond to messages as quickly as possible, typically within 1–2 working days.

Please allow a little extra time for replies during busy periods such as Christmas or sale events.

For any queries, please message us through our Not On The High Street storefront or email us.