Frequently Asked Questions
Everything you need to know before ordering your personalised Lovellea keepsake. If you can't find your answer here, email us and we'll reply within 24 hours on working days.
What do you make?
Personalised keepsakes, made by hand one at a time:
- Best Friends Forever Keepsake
- Our Story Keepsake
- Birthday Wishes Keepsake
- Best Friend Song Keepsake
- Personalised Couple Love Letter Keepsake
- A Little Piece of Us Keepsake
Each one is built around your own photo, names, dates and words.
Will I see it before it's made?
Yes. Always. We send you a proof within 48 hours of your order. Nothing is printed, framed or finalised until you have seen that proof and approved it.
Can I change something after ordering?
Yes. When your proof arrives, tell us what you'd like adjusted — a different photo, a reworded line, a date correction. Two rounds of changes are included free with every order.
If you need more than that, get in touch and we'll sort something out. And if we've made a mistake, we'll always put it right at no cost to you, however many times it takes.
Where do you deliver, and what does it cost?
Delivery is free on everything we ship. There is no delivery charge anywhere on this site and no minimum order.
| France | European Union | Rest of the world | |
|---|---|---|---|
| Digital (PDF) | Free | Free | Free |
| Unframed print | Free | Free | Free |
| Framed print | Free | Free | Not available |
Framed prints are currently available within France and the European Union only. Glass and timber don't travel well over long distances, and we would rather not send you something that arrives broken. If you're outside the EU, choose the unframed print — it ships free worldwide on heavyweight matte paper, and fits any standard A4 or A5 frame. Or take the digital file and print it locally.
How long does it take?
Every order follows the same four steps:
- You order and send us your details
- We send your proof within 48 hours
- You approve it, or ask for changes
- We deliver
Digital (PDF) — your finished file arrives by email within 24 hours of your approval. No address needed, nothing to post.
Printed and Framed — once you approve, your keepsake is made and dispatched within 48–72 hours, then delivered in 3–5 business days within France and 5–8 business days elsewhere.
Total time from order to doorstep, if you approve your proof promptly: about 5–10 business days to France, 7–12 within the EU, and 7–13 for unframed prints further afield. Delivery estimates can stretch during busy periods such as December.
What photo should I send?
Send the best version you have — JPG, PNG or HEIC straight from your phone or camera is ideal.
- The original file rather than a screenshot or a download from social media
- Well lit, in focus, and large enough to print
- Faces not too small in the frame
If your photo won't print well, we'll tell you before we start — not after. We retouch every image by hand, and old phone photos work far more often than people expect. If it genuinely can't be used, you can send a different one or we'll refund you.
It's a surprise. Will you contact the recipient?
Never. Everything goes to you and only you. If you'd like it posted directly to them, just enter their address at checkout.
Which size should I choose?
A5 (14.8 × 21 cm) suits a shelf, a desk or a bedside table. A4 (21 × 29.7 cm) is the one for a wall, or if your design includes several details. If you're unsure, choose A4 — nobody has ever told us theirs was too big.
Do you ship internationally?
Yes. Digital files go anywhere instantly, and unframed prints ship free worldwide — including Australia, Canada, Hong Kong, Israel, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, Switzerland, the United Arab Emirates, the United Kingdom and the United States. Framed prints are limited to France and the European Union.
What if it arrives damaged?
Send us a photo within 7 days of delivery and we'll remake and reship it at no cost. That's on us, not you.
Can I return a personalised keepsake?
Because each one is made to your specification, we can't accept a return for a change of mind once it has been made — which is exactly why you approve your proof first and why two rounds of changes are included. You should never end up with something you haven't already said yes to.
If a keepsake arrives damaged, faulty, or genuinely not as described, your legal rights apply in full and we will put it right.
How do I contact you?
Use the Contact page, or email us directly. We reply within 24 hours on working days.