Terms & Policies

At Held Forever Studio, we create every piece with care and intention. Please read our policies carefully — they are designed to be fair, transparent, and respectful of both you and the handmade nature of our work.

Returns & Refunds

Our Commitment

We want you to love your piece. If something isn't right, please reach out to us first — we will always do our best to find a solution.

Ready-Made Items

We accept returns on ready-made (non-custom) items within 14 days of delivery, provided the item is unused, undamaged, and returned in its original packaging. Please contact us at official@heldforeverstudio.com before sending anything back.

Return postage costs are the responsibility of the buyer unless the item arrived damaged or is faulty. Once we receive and inspect the return, a refund will be issued within 5 business days to your original payment method.

Bespoke & Custom Orders

Because bespoke and personalised pieces are made specifically for you, they are non-refundable unless they arrive damaged or faulty. We photograph every item before dispatch as a record of condition. If your order arrives damaged, please contact us within 48 hours of delivery with photographs and we will resolve it promptly.

Damaged or Faulty Items

In the unlikely event that your item arrives damaged, please email us at official@heldforeverstudio.com within 48 hours of receipt with your order number and clear photographs. We will offer a replacement or full refund, including return postage where applicable.

Your Statutory Rights

Nothing in these policies affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Shipping & Delivery

Processing Time

Ready-made items are dispatched within 3–5 business days. Bespoke and custom orders have their own agreed timeline, which we will confirm with you at the time of order. During busy periods such as Christmas or Valentine's Day, please allow extra time.

UK Shipping

All UK orders are sent via Royal Mail Tracked. Standard delivery typically takes 2–5 business days after dispatch. We take great care in packaging every piece to ensure it arrives safely.

International Shipping

We ship worldwide. International delivery times vary by destination — typically 7–21 business days. Please be aware that any customs duties or import taxes are the responsibility of the buyer.

Tracking

A tracking number will be provided once your order has been dispatched. Please allow up to 24 hours for tracking information to update.

Lost Parcels

If your parcel has not arrived within the expected timeframe, please contact us. We will do everything we can to locate it and, where appropriate, issue a replacement or refund.

Bespoke & Custom Orders

We love creating pieces that tell your story. For bespoke commissions, please reach out to us at official@heldforeverstudio.com to discuss your vision.

A 50% non-refundable deposit is required to begin any bespoke order, with the remaining balance due before dispatch. Once work has begun, changes to the design may not always be possible, so we encourage clear communication upfront.

We will keep you updated throughout the making process and share progress photos where appropriate. Bespoke orders cannot be cancelled once production has started.

Privacy Policy

Who We Are

Held Forever Studio is a UK-based handmade business. We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What Data We Collect

When you place an order or contact us, we collect information such as your name, email address, delivery address, and payment details. Payment information is processed securely through Shopify Payments and is never stored directly by us.

How We Use Your Data

We use your personal data solely to process and fulfil your orders, communicate with you about your purchase, and comply with our legal obligations. If you have opted in to marketing, we may also send you occasional emails about new collections and offers — you can unsubscribe at any time.

Your Rights

Under UK GDPR, you have the right to access, correct, or request deletion of your personal data at any time. To exercise any of these rights, please contact us at official@heldforeverstudio.com.

Third Parties

We use Shopify to power our store and Klaviyo for email marketing (where you have opted in). These services have their own privacy policies. We do not sell or share your data with any other third parties.

Cookies

Our website uses cookies to improve your browsing experience and help us understand how our store is used. You can manage cookie preferences via the cookie banner on your first visit.

Terms of Service

By placing an order with Held Forever Studio, you agree to these terms. All products are handmade and may have slight natural variations — this is part of their character and beauty, not a defect.

Colours may appear slightly different on screen compared to the finished piece depending on your device settings. We do our best to represent our products accurately in photographs.

We reserve the right to refuse or cancel an order in exceptional circumstances, in which case a full refund will be issued.

These terms are governed by the laws of England and Wales.

Last updated: May 2026. If you have any questions about any of our policies, please don't hesitate to get in touch at official@heldforeverstudio.com — we're always happy to help.