Terms and Conditions
Orders
By placing an order with Hand on Heart, you are agreeing to these terms and conditions.
Please allow up to 28 days for your order to be dispatched from us receiving the impressions back into the Studio.
About 'pure silver'......
All our charms are 99.9% pure silver which is a precious metal, we currently do not work with any other metals. All our fittings; jump rings, chains, 'Pandora style' carriers, cufflink fittings and keyrings are sterling silver. The difference between sterling silver and pure silver is its purity. Sterling silver is 92.5% pure silver 'mixed' with a harder metal (usually copper) to make a 'harder' metal. Because our prints are actually 'pushed' into the silver, sterling silver is not suitable as it's far too hard so we use pure silver (sometimes called 'fine silver') which is a softer metal to work with allowing us to make our pieces.
As already mentioned, pure silver is a relatively soft metal so this does mean that the surface finish is never going to be that of sterling silver. All our pieces are put through a very careful and delicate finishing process which sees the metal polished with different grains and eventually achieves a beautiful, shiny finish but one that is never going to be 'flawless' and very faint scratches will be visible if looked at very closely. This in no way takes away any of the beauty from our charms and you can expect a very high standard of finish but to achieve a 'perfect and flawless' finish to pure silver is not in the nature of the metal.
Right to cancel
Under the Distance Selling Regulations (DSR) 2000, customers have the right to cancel within the 'cooling off' period which is 7 days from the order being placed. If we have already posted or taken impressions (for example at a show) then a charge will occur for the cost of the kit/s. If you would like to cancel your order within 7 days then please email orders@handonheartjewellery.co.uk
We regret that orders cannot be cancelled after the 7 day cooling off period.
Delivery
Your completed order will be dispatched using Royal Mail Special Delivery. Delivery
cost is a fixed charge at £6.95 and includes postage and return of impression kits.
The only exception to this is the purchase of gift vouchers and non-
Lost parcels
Within 24 hours of your order being dispatched you will receive a confirmation email
from Hand on Heart. Under Royal Mails T&Cs you should receive your parcel by 1pm
the following day of it being posted (unless posted on a Friday, in which case it
will be delivered on the Monday). If you have not received your parcel within 3 working
days you are asked to contact the studio@handonheartjewellery.co.uk 01768 800262
so we can check the tracking on the parcel. Please note that we will not be able
to offer a re-
Returns
Due to the personalisation of goods, please be aware that goods can only be returned if they are received faulty or if we have made a mistake. In this case please check your order details and contact the Studio on 01768 800262 or studio@handonheartjewellery.co.uk for instructions on how to return the parcel.
We strongly recommend that any parcels returned to us as send Royal Mail Special Delivery which is fully insured as we will not be help responsible for any missing or damaged post.
