Standard/Non-Custom Items: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Personalised/Custom Items: Because these items are made specifically for you, they cannot be returned unless they arrive damaged, defective, or incorrect.

To be eligible for a return (for non-custom items), your item must be in the same condition that you received it: unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or report a defective item, please contact us at hello@lushkeepsake.com with your order number and photos of the issue.

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Address:
222 Kensal Road
London, W10 5BN
United Kingdom

Please note that the following items cannot be returned:

• Custom Products: Any item that has been personalised (engraving, custom text, specific dates) is final sale unless faulty.
• Gift Cards: Unfortunately, we cannot accept returns on gift cards.

Damages: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Replacements: If your custom item arrives damaged or with an error made by us, we will replace it immediately at no cost to you.

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

For non-customised goods shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

Exception for Custom Goods: Please note that this right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.