Contact us
Last updated 31 October 2026
The best way to reach us is by email: support@petkeepsakeco.com. We aim to reply within 1 business day (Monday to Friday, UK hours, so our replies often land in your morning).
Helpful things to include
- Your order number, if you have one. It is in your confirmation email.
- The email address you used at checkout.
- For a damaged or misprinted mug, a photo of the problem.
Quick answers
Can I change my order?
Yes, if you are quick. Reply to your order confirmation email within 2 hours and we will fix it before it goes to print.
Where is my mug?
Your shipped email has a tracking link. See shipping for how long each step takes.
My mug arrived damaged. What now?
We are sorry. Email us a photo within 30 days of delivery and we will send a free replacement or a full refund. See returns and our guarantee.
How do I ask about my photo or data?
Email the same address. Our privacy page explains what we keep and for how long.
Who we are
Pet Keepsake Co is a trading name of JG Core Ltd, a company registered in England & Wales (company 16218779). Registered office: c/o Burton Varley Ltd, The Counting House, 24 Richmond Road, Bowdon, Altrincham, England, WA14 2TT. This is an office address, not a returns address, so please don't post mugs there.