Shipping & Delivery Policy

We Made a Family is the trading name of KF Online Ltd, Unit 1 & 2 Tresprison Industrial Estate, Helston, Cornwall, TR13 0QD (registered in England & Wales, company no. 09296565).

We make and personalise our products in our Cornish workshop. Because many of our products are handmade, engraved, dated or made to a size or specification you have chosen, processing and delivery times can vary depending on the item and the level of personalisation required.

If anything below is unclear, please email shipping@kfonline.co.uk or call 01326 617227 (Monday to Friday, 07:00–15:00) before you order.

1. Processing and dispatch

We aim to make and dispatch orders as quickly as possible.

For personalised items, we aim to begin making your item within 2 working days. Please bear this in mind when choosing your delivery service, as the delivery period begins once your order has been dispatched.

Handmade and personalised items may take longer during particularly busy periods. If there is likely to be a significant delay with your order, we will contact you where possible.

Please check your personalisation carefully before placing your order. We work from exactly what you submit at checkout, including spelling, dates, capitalisation and spacing.

If you notice a mistake after placing your order, please contact us as soon as possible with your order number. If we have not yet started making your item, we will aim to amend it free of charge.

2. UK delivery

Most UK orders arrive within 1–3 working days of dispatch.

Please allow the full delivery window before treating a parcel as late or lost, particularly during busy periods, weekends, bank holidays or periods of disruption affecting the postal service.

Delivery times are estimates rather than guaranteed delivery dates unless a specific guaranteed service has been agreed with you.

3. International delivery

We also send orders internationally.

International delivery times can vary depending on the destination, postal service and customs procedures. Delivery estimates do not include any time spent in customs.

Import duties, taxes and other charges imposed by the destination country are the responsibility of the recipient and are not refundable by us.

Customers ordering from outside the UK should check their local import requirements before placing an order.

4. Late, lost or undelivered parcels

If your order has not arrived within the expected delivery period, please contact us at shipping@kfonline.co.uk with your order number.

We can raise a claim with Royal Mail once an item is genuinely overdue:

• UK orders: 10 working days after the due delivery date
• International orders: 20 working days after the due delivery date

We will start the relevant claim process with the courier.

Where a parcel is confirmed as lost, we will:

• Remake and resend your order at no additional cost, where possible; or
• provide a refund if you would prefer this.

For personalised items, we will normally be able to remake the item using the personalisation details already provided.

Incorrect or incomplete delivery addresses

If a parcel is returned to us because the delivery address provided was incomplete or incorrect, or because the parcel was not collected from a delivery office, we will happily resend the order once the applicable redelivery postage has been paid.

Please check your delivery address carefully before completing your order.

5. Damaged parcels

If your order arrives damaged, please contact us as soon as possible at shipping@kfonline.co.uk.

Please provide:

• Your order number
• Clear photographs of the damaged item
• A photograph of the outer packaging as it arrived

Photographs help us assess the damage and, where appropriate, make a claim with the courier.

We will confirm what needs to happen before you return anything to us. Please do not pay to return a damaged item without contacting us first.

6. Faulty or incorrect items

If your order arrives faulty or you receive an item that is different from what you ordered, please contact us.

This applies to personalised items as well as non-personalised products.

Where an item is faulty, damaged or incorrectly supplied, your statutory rights are unaffected. We will arrange an appropriate remedy, which may include repair, replacement or refund depending on the circumstances.

We will cover the return postage for items that are faulty, damaged or incorrectly supplied. Please contact us before returning anything so that we can provide instructions.

7. Personalised and made-to-order items

Many of our products are personalised or made specifically to your requirements.

This includes items engraved with a name, date, initials, message or handwriting, as well as products made or altered to a size or specification you have selected.

Because these products are made specifically for you, they cannot normally be cancelled or returned simply because you have changed your mind once production has started.

This does not affect your statutory rights where an item is faulty, damaged or does not match what you ordered.

Please take particular care when checking your personalisation before ordering.

If you spot an error shortly after placing your order, contact us immediately. We aim to make personalised items within 2 working days, so if work has not yet started we will do our best to make the change free of charge.

8. Gifts

We understand that many of our products are purchased as gifts and that the person placing the order may be different from the person receiving it.

If you are ordering a gift for a specific date or occasion, we recommend allowing plenty of time for production and delivery.

If you are buying well in advance of an anniversary, birthday or other occasion, please let us know when ordering where possible. We will note this on your order and do our best to accommodate your requirements.

Where there is a problem with a gift, please contact us and we will do what we can to help.

9. Contact us

If you have any questions about delivery, please contact us before or after placing your order.

We Made a Family (KF Online Ltd)
Unit 1 & 2 Tresprison Industrial Estate
Helston
Cornwall
TR13 0QD
United Kingdom

Email: shipping@kfonline.co.uk
Telephone: 01326 617227

Monday to Friday, 07:00–15:00
Closed weekends and bank holidays.

KF Online Ltd is registered in England & Wales, company number 09296565.

This policy does not affect your statutory rights under applicable UK consumer law.