FAQ'S
Our Keepsakes
What is Mina Mae?
Mina Mae creates beautifully considered keepsakes designed to hold the moments, memories and milestones that matter most. Each piece is thoughtfully designed to be treasured now and for years to come.
What makes Mina Mae keepsakes special?
Our keepsakes are designed to become part of your family story. They’re not simply somewhere to store photographs or memories — they’re made to capture the little details, feelings and moments that you’ll want to remember long after the years have passed.
Are Mina Mae products suitable as gifts?
Absolutely. Our keepsakes make thoughtful gifts for new arrivals, birthdays, christenings, Christmas, baby showers and other special milestones. They’re designed to be meaningful gifts that become even more precious over time.
Are the books suitable for children of all ages?
Each book has been thoughtfully designed for a particular stage or milestone. Please see the individual product description for details about what is included and the recommended age or stage.
Personalisation
Can I personalise my Mina Mae keepsake?
At this stage no, but we are looking to provide this service in the future.
Placing an Order
How do I place an order?
Simply choose the keepsake you'd like, select any available options and add it to your basket. Once you've completed checkout, we'll take care of the rest.
Will I receive an order confirmation?
Yes. Once your order has been placed, you'll receive an email confirming your order and the details you've provided. If you don't see it, please check your junk or spam folder.
Can I amend or cancel my order?
If you need to make a change, please contact us as soon as possible. We’ll do our best to accommodate your request, but once an order has been processed or dispatched, changes or cancellations may no longer be possible.
What if I entered the wrong delivery address?
Please contact us as soon as possible if you've entered an incorrect address. If your order hasn't been dispatched, we'll do our best to update it. Once it has been dispatched, we may be unable to make changes.
Delivery
Where do you deliver?
U.K and internationally.
How long will my order take to arrive?
3-5 working days for UK orders.
International can be between 1-3 weeks.
How much is delivery?
Changes on destination for delivery.
Will I receive tracking information?
Where tracking is available, you'll receive your tracking information once your order has been dispatched.
My order hasn't arrived. What should I do?
If your order has passed the expected delivery timeframe, please contact us with your order number and we'll look into it for you.
Can I send a gift directly to someone?
Yes. Simply enter the recipient's delivery address at checkout. Don't forget to add a gift note.
Gifts
Can I include a gift message?
Yes we can print a gift message in any order.
Will the price be included in the parcel?
No, we do not include a receipt in the parcel. If you would request this, we can add it in.
When should I order for Christmas?
We recommend ordering as early as possible during the festive season, particularly for personalised items. Please check our Christmas delivery deadlines for the latest information.
Returns & Refunds
Do you accept returns?
Yes. Eligible items can be returned within 14 days of receiving your order.
Items must be unused, in their original condition and suitable for resale.
Who pays for return postage?
Unless an item is faulty or has arrived damaged, return postage is the responsibility of the customer. We recommend using a tracked service and keeping your proof of postage.
Can I exchange an item?
We currently do not offer direct exchanges. If you would like a different item, colour or product, please return your original order within the 14-day period and place a new order separately.
What if my order arrives damaged?
Please contact us as soon as possible with your order number and photographs of the item and packaging. We'll look into this and arrange an appropriate resolution.
How long will my refund take?
Once your return has been received and approved, your refund will be issued to the original payment method. Please allow [5–10] working days for the refund to appear, depending on your payment provider.
Are personalised items returnable?
Personalised or bespoke items may not be eligible for return unless they are faulty or have been made incorrectly. Please check the individual product information before ordering.
For full information, please see our Returns Policy.
Looking After Your Keepsake
How should I store my Mina Mae book?
We recommend keeping your book somewhere cool and dry, away from direct sunlight and moisture. When not in use, store it flat or upright in a safe place where it can be enjoyed for years to come.
Will the pages fit photographs?
Our books are designed with photographs and written memories in mind. Please see the individual product description for information about photograph sizes and the space provided.
What should I use to write in my book?
We recommend using a good-quality pen that is suitable for paper and allowing ink to dry before closing the book.
Our Story
Where is Mina Mae based?
North East of England, UK.
How can I contact Mina Mae?
If you have a question that hasn't been answered here, we'd love to hear from you.
Please email us at hello@minamae.co.uk and we'll get back to you as soon as we can.
Still have a question?
We're here to help.
hello@minamae.co.uk