Delivery, Returns & Refund Policy

Memory Bear Lane

Last updated: 13 October 2026

At Memory Bear Lane, every keepsake is lovingly handmade to preserve your most treasured memories. We understand the sentimental value of the clothing and materials entrusted to us, and we take great care throughout the creation and delivery process.

Please read our Delivery, Returns & Refund Policy before placing your order.

1. Production & Processing Times

All Memory Bear Lane keepsakes are individually handmade to order.

Our estimated production time is  from the date we receive all necessary clothing, personalisation details and confirmed payment.

Please note:

• Production times are estimates and may vary depending on demand and order complexity.

• Production does not begin until we have received everything required for your order.

• Personalised embroidery and clothing orders may have different turnaround times.

• If an unexpected delay occurs, we will contact you as soon as possible.

The expected delivery timeframe will be communicated before your order is confirmed.

If your keepsake is needed for a special occasion, please contact us before ordering so we can discuss availability.

2. Sending Your Clothing to Us

For memory bears, bunnies and other keepsakes created from your own clothing, customers are responsible for sending their garments to Memory Bear Lane.

We recommend:

• Washing and thoroughly drying all clothing before posting.

• Packaging garments securely to protect them during transit.

• Using a tracked and appropriately insured delivery service.

• Including your name and order reference inside your parcel.

The address for sending clothing will be provided after your order has been placed.

We cannot accept responsibility for garments lost or damaged in transit before they reach us, although we will assist where reasonably possible.

We understand that your clothing may be irreplaceable and promise to handle all received garments with the utmost care.

Any unused clothing will be returned with your finished keepsake unless otherwise agreed.

3. Delivery of Completed Orders

Once your keepsake has been completed, it will be carefully packaged and dispatched to your chosen delivery address.

Delivery options: [Insert your postal service and delivery options]

Delivery charges: Calculated and displayed at checkout.

Estimated delivery time: [Insert estimated delivery timeframe]

Where tracking is available, tracking information will be provided following dispatch.

Please ensure that your delivery address is correct when placing your order.

We currently deliver to [insert delivery destinations, e.g. UK addresses only].

We are responsible for ensuring your completed order reaches you safely in accordance with applicable consumer law.

4. Delayed, Lost or Damaged Parcels

Although we take care when packaging and dispatching orders, occasionally delays or delivery problems may occur.

If your parcel is delayed, lost or arrives damaged, please contact us at mama@memorybearlane.com.

For damaged items, photographs of the packaging and product will help us investigate the issue.

We will work with the delivery provider and arrange an appropriate solution, which may include a repair, replacement or refund.

Where an agreed delivery deadline cannot be met, customers retain their rights to cancel and receive a refund in accordance with UK consumer law.

5. Returns of Personalised & Handmade Keepsakes

Many Memory Bear Lane products are made specifically for individual customers using their own clothing, chosen names, dates, birth weights or other personalisation.

Under the Consumer Contracts Regulations 2013, products that are made to a customer's specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.

This includes qualifying products such as:

• Memory bears and bunnies made from customer-supplied clothing.

• Birth-weight keepsakes made to individual specifications.

• Clothing personalised with names or other custom embroidery.

• Other clearly personalised or bespoke keepsakes.

For these products, we do not normally accept returns or offer refunds simply because a customer has changed their mind.

This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise fails to meet legal requirements.

6. Returns of Non-Personalised Products

For eligible non-personalised products purchased online, customers have the right to cancel within 14 days of receiving their order.

To exercise this right, please email mama@memorybearlane.com within the cancellation period.

You then have a further 14 days to return the product.

Customers are responsible for the direct cost of return postage for change-of-mind returns.

Returned products should be securely packaged. Customers may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.

Where a cancellation is valid, we will refund the purchase price and the original standard delivery charge, where applicable.

Refunds will be issued within 14 days of receiving the returned item or evidence that it has been sent back, whichever is earlier.

We may make lawful deductions for excessive handling where applicable.

7. Faulty, Damaged or Incorrect Items

We take pride in the quality of our handmade products and carefully check each item before dispatch.

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible.

Email: mama@memorybearlane.com

Please include your order number, a description of the issue and photographs where possible.

Under the Consumer Rights Act 2015, customers have legal rights where goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Where a return is required because of a confirmed fault or error for which we are responsible, we will cover reasonable return postage costs.

Nothing in this policy limits or excludes your statutory consumer rights.

8. Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

For personalised or bespoke products that are exempt from statutory change-of-mind cancellation rights, cancellation requests will be considered individually.

Where we agree to a cancellation, we will explain any applicable arrangements before processing it.

If production has not started, we will generally try to accommodate cancellation requests wherever reasonably possible.

Once customer-supplied clothing has been cut or altered, it cannot be restored to its original condition.

Where statutory cancellation rights apply, these will always take priority over our discretionary cancellation arrangements.

9. Refund Processing

Once a refund has been agreed or is legally due, it will be processed without undue delay and within the applicable legal timeframe.

Refunds will normally be issued to the original payment method.

The time taken for funds to appear in your account may depend on your payment provider.

Klarna Payments

If you purchased using Klarna, any applicable refund will be processed through the original Klarna payment arrangement.

Klarna will manage any adjustments to your payment schedule or repayments in accordance with its terms.

Customers should also check their Klarna account for updates to outstanding payments.

10. Gift Vouchers

Memory Bear Lane gift vouchers can be redeemed towards eligible purchases.

Gift vouchers are not exchangeable for cash, except where required by law.

Where statutory cancellation rights apply to an online gift voucher purchase, these will be honoured.

If a product purchased using a gift voucher is refunded, the applicable amount may be returned to the original voucher balance, subject to consumer law and the circumstances of the refund.

11. Handmade Variations

As all our keepsakes are handmade, slight variations in shape, size, stitching and fabric positioning may occur.

When working with customers' clothing, the final appearance will depend on the type, quantity, condition and pattern of the garments supplied.

These natural variations do not automatically indicate a fault.

However, your finished keepsake must still match its description and meet applicable consumer quality standards.

12. Contact Us

If you have any questions about delivery, returns, cancellations or refunds, please contact us.

Memory Bear Lane
Website: www.memorybearlane.com
Email: mama@memorybearlane.com

We will always do our best to resolve concerns fairly and with care.

Thank you for choosing Memory Bear Lane and trusting us to transform your precious memories into keepsakes that can be treasured for years to come.