1. How does personalisation work?
Each product page has a box for the personalisation it offers: a name, a date, a place, a short message or a photo. Type or upload what you want, check it on the page, and add the item to your basket. We print your wording exactly as you spell it, so read it twice before you pay. Some designs set a line in capital letters, as the product photos show.
Browse by collection: Christmas ornaments, Christmas keepsakes, For pet parents, Personalised wall art. For ideas by occasion, see our Gift Guides.
2. Can I see a proof before it is printed?
As you type, the page shows your wording back to you so you can check the spelling, and the product photos show how the design lays it out. We do not send proofs, and orders go to print within minutes of payment, so please check everything before you pay.
3. What makes a good photo?
Use the largest, sharpest photo you have, straight from your phone or camera rather than a screenshot or a photo saved from a messaging app. Good light, the subject filling most of the frame and nothing blurred. If a photo is too small to print well, the product page will warn you before you add it to your basket. A photo that looks fine on a phone screen can still be too small for a canvas, so take the warning seriously.
The shorter side of your photo needs at least the number of pixels below. The product page checks each photo as you upload it and will not add one below the minimum to your basket.
| Photo product | Minimum on the shorter side | Our advice |
|---|---|---|
| Photo mugs | 400 pixels | 1000 pixels or more prints sharper |
| Photo ornaments, ceramic and aluminium | 600 pixels | 1000 pixels or more prints sharper |
| Photo Christmas stockings | 620 pixels | 1000 pixels or more prints sharper |
| Memorial photo prints | 943 pixels | Use the original photo |
| Photo prints | 1439 pixels | Use the original photo |
| Photo canvases, 12 x 16 in | 1920 pixels | Use the original photo |
| Photo fleece blankets, 30 x 40 in | 2040 pixels | Use the original photo |
Photos must be JPG or PNG, up to 20 MB. The original photo from your phone or camera is usually larger than a copy saved from WhatsApp or social media, which can be too small for the larger products. Our guide to choosing a photo that prints well shows which photo suits which product.
4. How long will my order take?
Two stages. Your item is printed to order in the UK in 2 to 5 working days. It is then sent by a tracked service (usually Royal Mail or Evri, chosen by the print partner), which typically takes two to three working days. Most orders arrive within 4 to 8 working days of being placed. Full details are on our Delivery page, and Christmas timings are on our Christmas order deadlines 2026 page.
5. When is the last date to order for Christmas?
Order by 12 December 2026 for delivery in the UK before Christmas. We will still make and send orders placed after that, but we cannot promise they will arrive in time. The date is shown on every product page in December and may move earlier if the print partners get busy, so check it before you order. Typical make and delivery times by product are on our Christmas order deadlines 2026 page.
6. How do I track my order?
When your item is dispatched we email you a tracking link. It can take a few hours for the first scan to appear. If you ordered more than one item they may arrive in separate parcels, each with its own tracking. If the tracking has not moved for five working days, email us and we will chase it.
7. What if my order arrives damaged?
Do not send it back. Keep the box. Email us one photo or a short video showing the box, the design and the damage together, within 30 days of delivery, with your order number. We will reprint and resend it free of charge, or refund you in full if you prefer. The same applies to misprints and faults. If you no longer have the box, still get in touch. See Returns and refunds.
8. Can I cancel or change my order?
Only if it has not yet gone to our printer. Orders go to our printer within about 10 minutes of payment, so please check every detail before you pay. If you spot a mistake, email us with your order number straight away; if the order has not gone to the printer, we will cancel or change it at no cost. Once your item has been printed it cannot be cancelled or returned, because personalised goods are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. If you spot a spelling mistake after printing, we will reprint it at 50% of the item price.
9. Can I have a VAT invoice?
We are not VAT registered, so no VAT is charged on anything we sell and we cannot issue a VAT invoice. Your order confirmation email is your receipt and shows everything you paid. If you need it in a different format, email us.
10. Can I send it as a gift with a note?
You can send it straight to the recipient, but we cannot include a gift message or a printed gift card at the moment. Enter the recipient's address as the delivery address and your own as the billing address, and our tracking emails will come to you, not to them.
- The parcel does not say who the gift is from. Send a card separately, or add your name to the optional line where the design has one.
- The phone number. The carrier may text the phone number given with the delivery address, so leave it blank or use your own number if the gift is a surprise.
- If it cannot be delivered. A parcel the carrier cannot deliver goes back to our print partner, not to us. If your tracking shows it is being returned, email us with your order number and we will arrange to send it again.
11. Do you deliver outside the UK?
Not yet. At launch we deliver to UK addresses only. If you would like to order from outside the UK, email us and tell us which country. We are keeping a list and will let you know when we open up.
12. How do I get in touch?
Email hello@keptbyyou.co.uk with your order number in the subject line and we will reply within one working day, Monday to Friday. You can also phone us on 07849 495050. Our postal address is at the foot of this page.
13. What if I bought without adding my details?
Email us the details with your order number straight away. If an order reaches us without the personalisation it needs, we do not print it: we email you and hold it. When your details arrive, it goes to our printer. If we still have no details 14 days after your order, we cancel the order and refund you in full.
Last updated: 27 October 2026.
Questions? Email us at hello@keptbyyou.co.uk and we will reply within one working day.
Kept by You is the trading name of Khurram Yaseen, sole trader, 39 Heather Road, Birmingham, B10 9TE, United Kingdom, hello@keptbyyou.co.uk, 07849 495050.