Frequently Asked Questions

Here are some answers to some of the most common questions we get asked.

If you have  a discount / gift voucher code this can be entered at the checkout stage of your order, make sure you click apply code this will then change your order total and reflect the discount associated with your code.
You can only use one discount code per order.
However, free UK Mainland delivery will be applied automatically if your order is over £100 after the applied discount.
Discount codes are not normally accepted on pre-discounted bundle deals.

Please send a copy of your artwork/ handwriting via pdf, .eps or jpeg format please as an attachment via email to [email protected] 

A scanned copy of the artwork will ensure the nearest match to the original drawing/handwriting but often the easiest option is to take a photograph of it on your smartphone. Please ensure the photograph is taken in good light (preferably natural daylight) and from directly above, so that we can replicate as true a likeness as possible. 

Our usual turnaround times are 1-2 weeks for personalised gifts, kids artwork or handwriting orders.  keepsakes & Memory items made from clothing is approx 3-4 weeks. If you require something sooner than that, please do not hesitate to ask, as we can often accommodate. In the run up to Christmas, Mothers Day and Fathers Day though, these lead times can be a little longer.

Whilst we try our best to meet all of our customers requests, not all drawings are suitable for embroidery. There are limits on the size of embroidery suitable for each item, which is  stated in each listing. however if we are ever faced with this problem we will offer solutions (eg: possibly usng printing rather than embroidery.

This may differ depending on the product you are ordering whether it is an adult bear or a child's clothing keepsake, all the specific details you will need will be contained within the description of the item you are ordering however generally, for memory bears, we recommend using between 6-8 baby grows per bear (3-6 months size or larger) 8-10 grows/vests for newborn size.  We can create an adult bear from one item of clothing or if you would like a more varied pattern then you can send between 2 to 6 items.
Please feel free to make notes with the clothes when you send them about which ones are most important to you.

You can send more if you wish, this could be for either a more varied pattern combination, if you specifically want all the items to be included in your memory keepsake or want a certain item of your clothing to be incorporated. You must specify your requirements or which items you want us to use first within your package when your clothing is sent to us. Any items that are completely unused will be returned to you with your completed order.

If you want to send more items that we recommend (6-8 items) please include a note when you send them to let us know which ones you want to be used first. If we are able to incorporate all of your items we will, but any items that are completely unused will be returned to you with your completed order. If you haven’t sent us enough fabric to create your keepsake, we will contact you and and ask you to send us a few more items if you would prefer though we can incorporate other fabrics too..

We can work with most types of fabric, all except for really thick items such as leather.  All of our bears are lined with interfacing which stabilizes more stretchy fabrics and enables us to create a high quality finish on all of our bears and cushions.

Please take care when sending your clothing items please pack them securely ideally in a box or plastic, brown paper does tend to tear in the postal system therefore we don't recommend this type of packaging and please always send by recorded delivery to minimise the chance of loss or any damage. We will also let you know when we have received them, this will be to your email provided when you ordered via our website. If you don’t receive your confirmation email, please contact us to check we've received them.

The clothing items you send us should be in a good condition that is suitable for cutting out and re-stitching together. If an item is in a bad condition, too worn or unclean and we think may affect the quality of our final product, we will get in contact to discuss further. If you are in any doubt about the condition of an item you want to send us or have any other questions about them please email us at [email protected] to check.

Your keepsake bear / animal  is for you and your child to admire and to treasure, however it is made from used clothing items, it cannot be CE tested and therefore it should not be treated as a toy. Some of our bears have moving joints and these are attached with a button and thread and therefore it needs to be treated very carefully. Your child may hold the keepsake to give it a gentle hug, but we advise that they be always supervised whilst doing so.

Regretfully as all our  tems are "Custom Made"/ bespoke we cannot accept the return of items. If your item is faulty please notify us within 48 hours of receipt of your goods. I may require supporting images for faulty items so we are able to come to a resolution swiftly.