Create a Keepsake to Last a Lifetime
We are committed to supplying quality handmade jewellery and gifts and we pride ourselves on our excellent products and customer care. We are confident you will love our service however, in the unlikely event of your order being supplied incorrect or faulty, be assured that we aim to deal with any issues as efficiently and quickly as possible.
You are welcome to return any unworn jewellery within 7 days of receiving your order (excludes any personalised items). The cost of returning the item is your responsibility and postage cannot be refunded. The exception to this is if the product is faulty, in which case your postage will be refunded. We strongly recommend using a postal service which has full insurance for the contents. You will be responsible for the jewellery until it arrives safely at the studio. Before returning any items, please email email@example.com quoting your order number and details of your return.
We regret that we are unable to refund or exchange any personalised items. The exception to this is if we have incorrectly made your order, made a mistake or your item is faulty. If you believe this to be the case please follow the steps below within 7 days from receiving your order to ensure that we can rectify your order as soon as possible:
Please check the personalisation and order details provided to Hand on Heart Jewellery (shown on your invoice) and our terms and conditions viewable here.
Please contact Hand on Heart Jewellery in writing by postal letter or emailing firstname.lastname@example.org stating your order number, name and details of the mistake or fault (this ensures that your issue can be dealt with efficiently and a written record is kept referencing your order and issue)
Please note that we are unable to authorise any returns or refunds by telephone. On receipt of your email or letter, you will be contacted with details of a solution and return details. If the item is agreed to be faulty you will be refunded fully for postage. If the item is not found to be faulty, the cost of returning the item to you will be chargeable.
Handcrafted Jewellery - Lifetime No-Fade Guarantee
We have perfected the art of creating personalised keepsakes to last a lifetime and we are extremely committed to creating the best jewellery to make your memories last forever. This is why we have a no-fade lifetime guarantee on ALL of our Handcrafted products. This means if your prints or text fades, we will remake them at no extra cost. We are very proud of our work and want our 100% customer satisfaction to also last a lifetime.
Engraved Jewellery - 12 Month No-Fade Guarantee
With our engraved jewellery, your prints and text are engraved onto the surface of the metal, providing a subtle look compared to our handcrafted jewellery. Engraved jewellery is not as hard wearing and is only recommended for occasional wear. If worn everyday it can become scratched or faded over time. We have a 12 month no-fade guarantee on ALL of our engraved jewellery, but if you are looking for an everyday item, please browse from our handcrafted range.
Please be aware general wear and tear, misuse and tarnishing are not covered by the HoH guarantee, so we ask that you ensure your item is being worn correctly, the correct fitting is being used. and for you to regularly check the fixtures and fittings of your item to prevent any incidents of loss or damage. Hand on Heart Jewellery will not be held responsible for an item which is lost or damaged through general wear and tear or misuse.
If your item has been damaged we are able to offer a repairs service at a small cost, including replacing clasps, fixing clasps, replacing leather and re-polishing charms. Please, email us at email@example.com with details of the fault and a member of our Customer Service Team will be more than happy to help.