Help and FAQs
HOW DO I ORDER?
You can place your order on our website or by calling the studio direct on 01768 800 262(Mon-Fri/9am-5pm). For details on the ordering process, please click here.
HOW DO I PAY FOR MY ORDER?
We accept all major credit/debit cards and full payment is taken at the time of ordering.
DO YOU SELL GIFT VOUCHERS?
Hand on Heart Jewellery gift vouchers and gift packages make the perfect present for any special occasion and can be purchased here or by calling the studio on 01768 800262 Mon-Fri/9am-5pm)
You can also order any of our Hand/Foot, Paw and Fingerprint Jewellery designs as a ‘Gift Pack’ (select on product page). The recipient will receive details of your chosen product with a print kit (if selected) and the Gift Pack comes ready to give as a gift in its own right, perhaps you could take prints together on the day of the special occasion and the simply return the prints to us for the chosen design to be made.
MY EMAILED ADDRESS IS NOT VERIFIED AT CHECKOUT?
Please ensure there is no space after your email address at the checkout to complete your order.
ARE MY CHILDREN TOO OLD OR TOO BIG NOW?
No, we can use hand, foot and paw prints from any size or age. All prints are miniaturised, keeping unique detail which means that no hand, foot or paw is too big.
Fingerprints develop at different ages and we find children under the age of 12 months tend not to have yet developed defined prints, therefore, we recommend fingerprint jewellery for children over the age of 12 months and adults.
CAN YOU USE PRINTS I ALREADY HAVE?
Yes, we can use prints you may already have. When you place your order, simply select the option 'I will provide you with prints I already have', which can be done for any piece of print jewellery. Then all we need is a copy of the prints emailed to the Studio: firstname.lastname@example.org or a photocopy posted to the studio: Hand on Heart Jewellery, Hackthorpe Hall Business Centre, The North Range, Unit 1, Hackthorpe, Penrith, CA10 2HX.
If you would like us to check the prints first, please email a scanned copy to us and one of our designers will confirm the suitability. Once received into the studio, you will be notified via email by a member of the team.
CAN YOU USE THE SAME PRINTS AGAIN IF I RE-ORDER?
Yes, we love seeing happy customers return to us again and again. If we already hold prints on file for you, select the option ‘you already have my prints from a previous order’ when ordering. We can then get straight to work on your order without you having to re-take the prints.
HOW LONG DO YOU KEEP A COPY OF THE PRINTS?
We aim to keep a copy of all print impressions on file for 2 years, however this is at the Company’s discretion and is not guaranteed. Unless requested otherwise, all original prints and impressions will be destroyed within two years. If you wish to keep the original prints, please do not send these to the Studio and instead provide us with a scanned copy via email. It may be possible for us to return your original prints if requested, however this is not guaranteed. Please note that a charge will occur for posting the prints to you. Please contact us by emailing email@example.com to request any prints.
WHAT’S THE DIFFERENCE BETWEEN HANDCRAFTED PRODUCTS AND ENGRAVED PRODUCTS AND WHAT TYPE OF FINISH CAN I EXPECT?
Handcrafted Jewellery is created by hand from start to finish using a detailed process where the fingerprint, foot, paw or handprint from a loved one is impressed deep into the material and as a result of this every piece will vary in shape and size slightly. The print is then oxidised, turning the print black and bringing out the true, unique detail. All of our pieces are put through a very careful and delicate finishing process, which sees the metal polished with different grains to eventually achieve a beautiful, shiny finish- but one that is never going to be 'flawless'. This in no way takes away from the beauty of our charms and you can expect a very high standard of finish. We recommend our handcrafted jewellery for pieces which will have a lot of wear.
Engraved Jewellery features the prints and text engraved onto the surface of the metal by machine, which brings out an off white impression of your desired fingerprint, footprint, pawprint or handprint and provides a more subtle look to the hand-crafted jewellery. The prints reflect the light so will appear white in sunlight and darker in shade. We recommend engraved jewellery for special occasion wear.
For further information on the two different design techniques, please visit our Engraved v’s Handcrafted page here.
WHAT TYPE OF PRINTS CAN I USE ON MY ORDER?
Handprints, footprints and pawprints are interchangeable on the designs, however, if you wish to use a fingerprint but cannot see the design option available online, please, contact the studio and a member of the dedicated design team will confirm if we are able to fulfil your request.
ARE THE CHARMS STERLING SILVER?
Our handcrafted jewellery is made from 925 sterling silver, so you can rest assure we use silver of the highest quality. For engraved products, the material used for each product is included in each product description.
WILL MY PIECE OF JEWELLERY BE HALLMARKED?
The majority of our sterling silver jewellery designs do not exceed the required hallmarking weight of 7.78g, however, if your item does exceed this weight, your item will be hallmarked.
CAN YOU CREATE BESPOKE DESIGNS?
We love to hear from you with any bespoke design requests, especially the dedicated HoH designers who love a challenge. Simply email the studio at firstname.lastname@example.org with details of your specific design requirements and a member of the team will contact you to discuss further. Please be aware that bespoke designs can take a little longer to process and we ask to allow up to 21 days for the design to be confirmed usable before placing an order.
WHEN WILL I RECEIVE MY PRINTING KIT?
Printing kits (if selected) are dispatched within one working day from your order being placed and are dispatched via 1st Class Royal Mail.
All urgent kits will be dispatched the same working day (if ordered before 1pm) via Royal Mail Next Day Delivery and will require a signature upon delivery.
WHAT HAPPENS IF I DON’T RECEIVE MY PRINTING KIT?
If you do not receive your kit(s) within 5 working days from it being dispatched from the studio, please let us know by calling us on 01768 800262(Mon-Fri/9am-5pm).
HOW DO I SUPPLY MY ARTWORK/RETURN MY PRINTS?
Please, provide your artwork/print(s) by taking a picture and emailing it to us, or by emailing a scanned copy to email@example.com, quoting your order number.
Fingerprint Jewellery: Orders placed for a fingerprint design, please supply your fingerprints by posting them to us using the prepaid envelope included within your printing kit.
WHAT HAPPENS IF MY PRINTS DON’T WORK WELL?
If you think your prints have not worked well, don’t worry, you can email them to us at firstname.lastname@example.org and a member of the dedicated HoH design team will confirm the suitability of your prints.
Alternatively, additional printing kits can be purchased from our website here or by by calling the studio direct on 01768 800 262(Mon-Fri/9am-5pm)
HOW DO YOU KNOW WHOSE PRINT IS WHOSE?
There is a form on the back of each printing kit, which you are requested to fill in with each child or pet's name. If you are supplying exisitng prints, please, note these details when emailing/posting your prints to us.
HOW WILL I KNOW WHICH PRINT IS BEING USED TO CREATE MY ORDER?
If you have a specific print you wish to be used on your order, please, mark the print and confirm your request when supplying your prints. Otherwise, the dedicated HoH designers will proceed with your order using the print they believe will provide the best result. If, when your prints are received our designers feel the prints may not provide a good result, a member of the team will contact you to discuss the options available.
WILL MY PRINTS BE CLEANED UP?
Prints/artwork supplied are not altered in any way, as this would take away from the unique idea of using loved ones prints and the artwork/prints will appear on the jewellery as they are in the images supplied, however, our designers will remove any unwanted marks/smudges from around the artwork/prints.
HOW CAN I CHECK THE PROGRESS OF MY ORDER?
We like to keep you updated on the progress of your order and so you will be notified at each stage of the process by email. If you are a registered customer, you can also check your order progress by logging into your account here.
HOW LONG DOES THE PROCESS TAKE FROM START TO FINISH?
The service time for each product is listed on the individual product pages. For items requiring printing kits the turn-around time is based on when the studio receive your usable prints. For more information on the delivery options available, please visit our delivery page here.
Please note: any prints received more than 12 weeks after the order was placed, may be subject to a fee if the product price has increased. If you return your prints more than 12 weeks after ordering, our fittings, chains, bracelets and other jewellery may be subject to style change. If this is the case, a substitute style will be used.
WHICH DELIVERY SERVICE DO YOU USE?
Your completed order will be dispatched using Royal Mail 1st Class Signed For Service and will require a signature on delivery. If Royal Mail is not able to obtain a signature, your parcel will either be delivered to a neighbour or returned to your local sorting office, where you will be required to collect your parcel.
HOW DO I CHANGE MY DELIVERY ADDRESS?
You will receive an order confirmation email once your order is placed, which will confirm your delivery details. If you wish to change your delivery address for your order, please, contact the studio immediately by emailing us at email@example.com or by calling us on 01768 800262(Mon-Fri/9am-5pm).
Please note: updating your delivery address details on your online account will NOT update your delivery address on any open orders.
WHICH COUNTRIES DO YOU SHIP TO?
We now offer international delivery to the United States, Australia and New Zealand. For details on International ordering and delivery, please click here
HOW DO I CARE FOR MY JEWELLERY?
To help you care for your precious piece we have put together some helpful tips and advice, which you can you view here. You will also receive full care instructions with your order.
DOES MY PIECE OF JEWELLERY COME WITH A GUARANTEE?
We are pleased to offer a 12-month no fade guarantee with each engraved piece and a lifetime no-fade guarantee on all handcrafted pieces. For full details on our guarantee, please, visit our guarantee page here.
I HAVE A QUERY ABOUT MY ITEM(S) I HAVE RECEIVED? HOW DO I RESOLVE IT?
If you have a query regarding your order, please, contact the studio by emailing us at firstname.lastname@example.org or by calling us on 01768 800262(Mon-Fri/9am-5pm) and a member of our customer service team will be more than happy to help.