Returns & Refunds Policy

At Tigerlilly with Love, every keepsake is created or carefully prepared with love. We want you to be completely happy with your order and will always do our best to help if something isn't right.

Personalised Keepsakes

Many of our products are personalised especially for you, using your chosen photographs, names, dates or wording.

Because these items are made to your individual specifications, we are unable to accept change-of-mind cancellations or returns for clearly personalised products.

This does not affect your statutory rights if your item is faulty, damaged or not as described.

Non-Personalised & Ready-Made Keepsakes

For non-personalised products, including our ready-made memorial keepsakes, you have the right to cancel your order within 14 days of receiving it.

Please contact us within this period to let us know you wish to return your item.

Once you've notified us, you have a further 14 days to send the item back.

Items should be securely packaged for their return journey. You may inspect the product as you would in a shop, but a deduction may apply if handling beyond this has reduced its value.

For change-of-mind returns, customers are responsible for return postage costs.

Damaged, Faulty or Incorrect Orders

If your keepsake arrives damaged, faulty or isn't what you ordered, please contact us as soon as possible.

Where possible, include your order number and a photograph showing the issue so we can understand what has happened.

We'll arrange an appropriate refund, replacement or other remedy in accordance with your statutory rights, including reasonable return postage costs where applicable.

Photographs & Personalisation

Please check all names, dates, photographs and wording carefully before placing your order.

We use the personalisation details supplied with your order. If you notice a mistake, please contact us as soon as possible so we can check whether a change is still possible.

If an error is made by us, we'll put it right.

Refunds

For eligible change-of-mind cancellations, we'll refund the item price and applicable standard outward delivery charges.

If you selected an upgraded delivery service, we are only required to refund up to the cost of our standard delivery option.

Refunds will be made to your original payment method within 14 days of receiving the returned goods or evidence that you've sent them back, whichever is earlier.

How to Arrange a Return

Please contact us through our Contact Us page with your order number and the reason for your return.

We'll provide the appropriate return instructions and address.

Please do not send items back without first contacting us, so we can help your return go smoothly.

Your Statutory Rights

Nothing in this policy affects your rights under UK consumer law.