Terms and Conditions for Jimi Keepsakes
(Updated 11th January 2024)
Welcome to Jimi Keepsakes
By accessing and using our online ecommerce store, you agree to comply with and be bound by the following terms and conditions. Please read these terms carefully before processing your order with us.
We appreciate your understanding and cooperation in adhering to the terms and conditions of Jimi Keepsakes.
Wooden Products by Jimi Keepsakes
Given the inherent nature of our wooden products featuring natural grain, it's crucial to recognise that each product will differ slightly, meaning that no two products will be identical due to the individuality of the natural grain patterns. We urge you to bear this in mind when placing an order as no refunds will be given due to the placement or look of the grain in your product.
Order Processing Timeframe
Please allow up to 20 working days for your order to be processed and shipped. Please note that this timeframe does not include shipping time. If your order is urgent, we kindly request that you make contact with our team prior to placing your order to ensure that we are able to fulfil your order within your required timeline.
Error with your Order
In the event of an order error on our part, we will promptly rectify the issue. Please be patient whilst we rectify this error for you.
Damage and or Missing Orders
In the unlikely event that your order is damaged in transit, please make contact with our customer service team within 5 working days of receiving your order. We will promptly investigate and replace the damaged item or issue a store credit upon further information being provided, including images of the product in its original packaging.
In the instance of a missing or stolen order, a thorough investigation by the shipping carrier is necessary. We kindly ask for your patience and cooperation during this time.
Cancelling of Orders
Due to the personalised and made-to-order nature of Jimi Keepsakes, order cancellations are generally not permitted, however, each cancellation request will be carefully reviewed on a case-by-case basis. Should your cancellation be approved, a $15 administration fee will be applicable, and refunds will be issued in the form of a store credit.
Non-refundable Orders
Custom orders and sale items are strictly non-refundable and cannot be exchanged for change of mind. Please make your choices carefully.
Customer Correspondence
Please allow at least 48-72 hours for your message or email to be replied too. We are a family owned and run business which means that there might be a slight delay in responding to you.
During busier periods such as Christmas, priority will be given to designing and processing orders, and we kindly ask for your patience.
Please note: Our team will not tolerate abuse, please be kind, we are working as hard and as fast as we possibly can.