Frequently Asked Questions

Welcome to our FAQs! 🤍

We've answered some of the most common questions about ordering from Spot on Keepsakes.

If you can't find the answer you're looking for, please don't hesitate to get in touch. We're always happy to help!

Ordering & Personalisation

How do I personalise my order?

Each personalised product has its own customisation options on the product page.

Simply select your preferred size and finish, upload any required photographs and enter your personalisation details before adding the item to your basket.

Please double-check all names, dates and spellings before completing your order.

Can I request a custom design?

Absolutely! 🤍

We love creating meaningful keepsakes, and we're always happy to discuss special requests.

If you have an idea that isn't currently available on our website, please contact us and we'll let you know whether we can create it for you.

Can I see a preview before my order is made?

If you'd like to request a digital preview, please contact us before placing your order.

We'll let you know whether a preview is available for your chosen product. Previews are not automatically included with every order.

Can I change my personalisation details after ordering?

Please contact us as soon as possible if you've made a mistake.

As our products are personalised and made to order, we may not be able to make changes once production has started.

We'll always do our best to help where possible.

Photographs & Artwork

What kind of photographs should I upload?

For the best results, we recommend uploading clear, high-quality photographs with good lighting.

Try to avoid blurry, heavily filtered or very small images.

For pet portraits and paw print keepsakes, make sure the important details are clearly visible.

Can you use an old photograph?

Yes! We understand that some of the most precious photographs are older ones, especially when creating memorial keepsakes.

We're happy to work with older photographs where possible, although the quality of the finished artwork will depend on the detail available in the original image.

Will my finished artwork look exactly like my photograph?

We aim to preserve the important details and characteristics of your photograph.

However, as our products are artistic interpretations, the finished result may vary depending on the chosen style and quality of the original image.

Production & Delivery

How long will my order take?

All personalised products are made to order.

Please allow 5–7 working days for production before dispatch.

Working days are Monday to Friday, excluding UK bank holidays.

Delivery time is additional and depends on the shipping service selected at checkout.

Do you offer UK delivery?

Yes! We offer delivery throughout the United Kingdom.

Available shipping options and charges are displayed at checkout.

How much is delivery?

Delivery charges are calculated at checkout based on your order and the available shipping services.

You'll see the total cost before completing your purchase.

Can I order a keepsake as a gift?

Of course! 🎁

Our personalised prints and keepsakes make lovely gifts for birthdays, anniversaries, special occasions and thoughtful remembrance gifts.

You can enter the recipient's delivery address at checkout if you'd like your order sent directly to them.

Can I request faster delivery?

If you need something for a particular date, please contact us before ordering.

We'll let you know whether we can accommodate your timescale, but expedited production or delivery cannot be guaranteed.

Returns & Order Issues

Can I return a personalised item?

As personalised products are made specifically to your requirements, they are generally exempt from the usual change-of-mind cancellation rights.

However, this does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.

Please see our Returns & Refunds Policy for full details.

What if my order arrives damaged?

We're sorry if something arrives damaged.

Please contact us with your order number and photographs of the item and packaging.

We'll investigate and arrange an appropriate resolution in accordance with your consumer rights.

What if I've received the wrong item?

Please contact us as soon as possible with your order number and details of the issue.

We'll work with you to put things right.

About Spot on Keepsakes

Where are you based?

Spot on Keepsakes is a small independent business based in Barnsley, South Yorkshire, England.

Are your products made to order?

Yes! Our personalised prints and keepsakes are created individually using the details and photographs supplied by each customer.

This makes every order unique and meaningful.

How can I contact you?

You can reach us through our Contact Us page.

We aim to respond to enquiries within 1–2 working days, Monday to Friday, excluding bank holidays.

Still have a question?

We're always happy to help!

Thank you for supporting Spot on Keepsakes.

Beth & Spot 🐾🤍

Made personal, treasured forever.