Terms & Conditions

We are delighted that you have chosen Memory bears by Vicky to create your bespoke Memory keepsake.
We will do everything in our power to create a keepsake that you will love and treasure forever.
We hope your special keeapsake lasts for many years.
A few things to remember:
• All our products are 100% handmade in the UK using various materials chosen by you THE CUSTOMER
• The item you receive is a keepsake and NOT a Toy. The bears have moving joints and are attached with a button which needs to be treated carefully. If in the unlikely event that the limbs become detatched fron the body we will be happy to refit the part. We cannot take responsibility if there are obvious signs of the bear being roughly handled.
About your order:
Each and every order is incredibly important to us If you require any changes to your order please notify us as soon as possible. In the event that your item has already been started these changes may not be able to be made.
• Please take care when sending clothes.
We will presume all clothing is to be used unless clear instructions are given otherwise.
Once the items have been cut they cannot be put back together.
• On receiving clothing Vicky takes extra care as to where the items are placed trying to use as much creativity as possible. If you have a definite plan as to where you would like clothing placed this must be given clearly in the instructions.
We try to create a treasured memory.
We hope you love our creation but due to the nature of the product we cannot accept responsibility if the Keepsake is not as you imagined. Therefore we cannot refund unless the product is deemed faulty.
• On completion of your order we can supply you with a photo.
If changes are required at this time these will incur additional charges. At busy periods this may delay your item.
• If at any point you have any questions, please do let us know, we are always so pleased to hear from you personally.
• If your item requires personalisation you must make sure all names are spelt correctly and all dates are correct.
We will never query spellings or dates.
If the item is produced with incorrect details, provided by the customer, rectifying will incur additional charges.

Returns, Exchanges & Cancellations:
Memory Bears By Vicky products are handmade to order and as such, are deemed as Bespoke and personalised, which includes both design and accessory choices.
Due to the handmade bespoke nature of the goods we sell we would like to kindly state the following:
1. Reporting a Faulty Item
1.1 We ensure that all of our products are quality control checked before dispatch. If in the unlikely event, you receive a faulty product, please ensure to contact us at vicky@memorybears-byvicky.com within 4 days of receiving your items.
We will kindly ask for photos, before sending a returns form to fill out.
1.2 It is your responsibility to ensure we receive the item[s] back within 14 days of reporting a fault.
1.3 After receiving the item[s] back and us confirming the faulty state, We will proceed to resolve the problem by repairing the item. If this option is not possible, a refund will be issued within 14 days.

2. Reporting a Missing Item
2.1 We recommend that clothing is sent via tracked courier.
We will not accept responsibility for any items lost.
2.2 If you are expecting an item to be delivered and it does not turn up, you must ensure to report this to us within 4 days of the due date.

3. Refunds & Cancellations
3.1 In accordance with the Consumer Contracts Regulations and the Sale of Goods Act, we are under no obligation by law to cancel your bespoke order or offer a full or partial refund on a purchase, unless it has been deemed faulty.
3.2 In exceptional circumstances, it is up to the discretion of management to issue a partial or full refund.
3.3 All deposits taken at the time of securing your order are non-refundable.
3.4 We are unable to cancel orders for Sale items or discounted items.

4. Gift Vouchers, special offers.
4.1 Only 1 gift voucher can be used on any 1 item.
Gift vouchers cannot be used in conjunction with any other offer.
4.2 Gift Vouchers must be used before the expiry date shown.

5. Returning your order
5.1 If for any reason, you need to return your order back to us, we do kindly ask that it is sent back to us in the same condition it was received in.
5.2 We recommend tracking all returned items.
Memory Bears by Vicky will not accept any responsible for the loss of clothing or returned items.

6. Contacting us
6.1 If you wish to contact us to discuss your order, please email us at vicky@memorybears-byvicky.com