Terms of service

These terms apply to every order placed on keptbyyou.co.uk. Please read them before you order. By placing an order you agree to them. They are written in plain English on purpose. If anything is unclear, email us and we will explain.

1. Who we are

Kept by You is the trading name of Khurram Yaseen, a sole trader, of 39 Heather Road, Birmingham, B10 9TE, United Kingdom. You can contact us at hello@keptbyyou.co.uk or on 07849 495050. We are not VAT registered.

2. Who you are

You must be 18 or over to place an order. These terms are written for consumers buying for personal use. If you are buying for a business, email us first.

3. How an order is placed and accepted

  1. You choose your item, enter your personalisation, add it to your basket and pay at checkout.
  2. When we receive your order we send an order confirmation email. This is our acceptance of your order and the point at which a contract is formed between us. The order confirmation is also your receipt.
  3. If we cannot accept your order, we will tell you by email and refund any payment in full. Reasons include: the personalisation breaks section 5 below; the price shown was clearly a mistake; we cannot deliver to your address; or a print partner cannot make the item.

Please check your order confirmation email as soon as it arrives. It shows the personalisation you entered; some designs set a line in capital letters.

If an order reaches us without the personalisation it needs, we email you and hold it unprinted; if we still have no details 14 days after your order, we cancel it and refund you in full.

To correct a mistake before you pay, remove the item from your basket and add it again with the right details, and check your delivery address at checkout. After you pay, email us straight away: an order can be changed only before it goes to our printer (section 8). Orders are concluded in English. We keep a record of every order; your order confirmation email is your copy, and you can save or print these terms when you order.

4. Personalisation is your responsibility

Every item we sell is printed to order with the text, choices or images you enter. That means:

  • We print exactly what you enter. Names, dates, punctuation and spacing are reproduced as typed, in the layout shown in the product photos (some designs set a line in capital letters). We do not correct spelling.
  • Check before you pay. Read your personalisation on the product page and again in your basket.
  • Photos. Upload the clearest, largest photo you have. We will warn you on the page if a photo is too small to print well. If you go ahead anyway, the printed result will match the photo you gave us.
  • You may change or cancel before production starts. Email us with your order number. Once printing has started, the personalisation cannot be changed. See section 8.

5. What we will not print

We will refuse an order, and refund it in full, if the personalisation:

  • is offensive, threatening, discriminatory or obscene;
  • contains a copyrighted image, logo, brand, character or trade mark that you do not have the right to use, or a photo of a person who has not agreed to it;
  • appears to be intended to harass, impersonate or defame anyone; or
  • is unlawful in any other way.

By uploading a photo or text you confirm you own it or have permission to use it, and you give us and our print partners a licence to reproduce it for the purpose of making your order only. We decide in good faith whether something falls into the list above. We do not have to give a reason, and we are not liable for refusing.

6. Prices and payment

  • All prices are in pounds sterling (GBP).
  • We are not VAT registered, so no VAT is charged and none is shown on your order confirmation.
  • Delivery is charged per order and shown at checkout before you pay. Orders of £40 or more after any discount are delivered free within the UK.
  • Payment is taken in full when you place your order, through Shopify Payments and the payment methods shown at checkout.
  • If we discover a pricing error after you order, we will contact you. You can then confirm the order at the correct price or cancel it for a full refund.
  • Discount codes must be entered at checkout. They cannot be applied afterwards, combined with other codes, or exchanged for cash.

7. Delivery

  • We deliver to UK addresses only at launch.
  • Items are printed in 2 to 5 working days and then sent by tracked Royal Mail or tracked courier, typically arriving two to three working days after dispatch.
  • We will email you a tracking link when your item is dispatched.
  • Delivery times are estimates. They are not guaranteed, except that we will do everything reasonable to meet the Christmas last-order date published on our Delivery page.
  • The item becomes your responsibility once it is delivered to the address you gave us.
  • Full delivery details are on the Delivery page, which forms part of these terms.

8. Cancelling before production

You may cancel or change your order at no cost at any time before production starts. Email us with your order number as soon as possible. Orders usually go to our printer within about 10 minutes of payment. If we can stop it, we will refund you in full within 14 days.

Once production has started, the item is being made to your specification and cannot be cancelled. This is because personalised goods are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013, regulation 28(1)(b). Our Returns and refunds page explains what we do instead.

9. Returns, refunds and faulty items

Our Returns and refunds page forms part of these terms. In summary: personalised items cannot be returned because you have changed your mind; items that arrive damaged, faulty or misprinted will be reprinted free of charge or refunded in full. Please tell us within 30 days of delivery where you can, send a photo and keep the box; if you no longer have the box, still get in touch. A fault that appears within six months of delivery is assumed to have been there when it arrived. Your statutory rights are not affected.

10. Our liability

  • We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
  • We are not responsible for loss that was not foreseeable, for business losses, or for any loss caused by something outside our reasonable control (for example a postal strike, severe weather or a failure at a print partner), though we will still tell you and do what we can to put it right.
  • Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

11. Your personal information

We use your details only to make and deliver your order, to contact you about it and, if you have agreed, to send you our emails. Our Privacy notice explains what we collect, who we share it with and how long we keep it.

12. Complaints

If something goes wrong, email us at hello@keptbyyou.co.uk with your order number. We will acknowledge your complaint within one working day and aim to resolve it within five working days. If we cannot agree, you may take the matter to your local Citizens Advice or to court.

13. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on the site when you placed it. This version is dated 25 October 2026.

14. Governing law

These terms, and any dispute arising from an order, are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring a claim in the courts there.

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.