UPDATED 11TH MAY 2020 

Dear Hand on Heart Community, 

As many of you will know, a few weeks ago we were to make the difficult decision of temporarily closing our Studio in order to protect the wellbeing of our valued employees and also ensure that delivery and courier companies were only being used for essential purposes, during the current pandemic.

During our temporary closure we have been extremely busy adapting our systems and implementing new safety measures in preparation for the reopening of our studio and after spending the past week carrying out vital checks, we are happy and confident we are now in a position to be able to start a gradual reopening of our studio whilst still adhering to social distancing regulations. We expect it is going to take some time as we adapt to the new changes and continue to run vital process checks and we kindly ask that you are able to bear with us as we slowly get back to what we do best. 

Our friendly customer service team continues to be on hand to answer any questions you may have and we kindly ask you to email, should you require any assistance. 

We would like to take this opportunity to thank you for your continuous support and patience and should you wish to get in touch, please email us at studio@handonheartjewellery.co.uk, where a member of our friendly customer service team will be more than happy to help.

Stay Safe.
Kind regards,
The Hand on Heart Team

PLACING ORDERS FAQs

Can I still place an order?
Yes, absolutely, although at this moment in time we cannot guarantee when we will have your order with you… We are extremely busy working hard to make sure we are able to responsibly design and dispatch your orders to you, however, we are in the very early stages of gradually reopening following our temporary Studio closure as a result of the current pandemic.

We appreciate that this will be disappointing to many customers and having been forced to make the decision of our temporary closure was simply heartbreaking but we felt it was the right thing to do given the circumstances and we kindly ask for your patience and understanding whilst we continue to adapt to the new ‘normal'.
 
CURRENT ORDERS FAQs:
 
I have placed an order and selected a free print kit, when will this arrive, please?
We are aiming to have all printing kits dispatched within 3 working days of an order being placed. Unless otherwise stated all kits are dispatched via 1st Class Royal Mail and usually arrive within 1-2 working days. Please note; due to the current pandemic and high demand of the Royal Mail postal service, we expect there may be some delays.
 
I have already placed an order and returned my prints, when will I receive my order? 
In order to ensure the safety of our team and ensure social distancing rules are adhered to, we are operating on minimum team numbers and reduced hours, meaning that we only have a limited number of design slots allocated each day, therefore, orders will be designed in date order of prints being received.  

Any orders placed after midnight on Tuesday, 24th March 2020 up until the 10th May 2020, are being designed and dispatched as a matter of priority and will be allocated a design slot on a first come first serve basis of the date prints being returned. You will be notified once your order has been allocated a design slot and ready for dispatch.

Orders placed after the 10th May 2020, will be allocated a design slot as soon as one becomes available, however at this stage we cannot anticipate exactly when that will be.

I have placed an order but yet to supply my prints/artwork. What will happen to my order?
If you are yet to supply your prints/artwork for your order, your order will simply have been placed on hold. If you have selected a free printing kit, this will be dispatched within 3 working days of your order being placed. We kindly ask that you are able to supply your prints and upload via our Magic Print Uploader as normal, at your earliest convenience. Upon receipt of your prints, your order will be allocated the next available design slot, however, at this stage we cannot confirm exactly how long we expect that to be.

 

 

UPDATED 4TH MAY 2020

Dear Hand on Heart Community, 

As many of you will know, a few weeks ago we were to make the difficult decision of temporarily closing our Studio in order to protect the wellbeing of our valued employees and also ensure that delivery and courier companies were only being used for essential purposes, during the current pandemic.

We strongly believe we do have a social responsibility to protect other suppliers and delivery companies, sorting offices and their workers too and at this moment in time, our studio remains temporarily closed. However, we are extremely busy adapting our systems and implementing new safety measures in preparation for the reopening of our studio. We are carrying out thorough testing, to ensure we are happy and confident with the new changes before we are able to reopen our studio. We expect it is going to take some time as we adapt to the new changes and continue to run vital process checks and we kindly ask that you are able to bear with us as we slowly get back to what we do best. 

Our friendly customer service team are on hand to answer any questions you may have and we kindly ask you to email us at studio@handonheartjewellery.co.uk, should you require any assistance. 

Thank you for your patience and understanding. We are truly grateful for your support during this time.  

Take care and stay safe
Team HoH  

 

UPDATED 25TH MARCH 2020 
Following Government guidance during the current pandemic, we have been forced to make the difficult decision of temporarily closing our production studio in order to not only protect the wellbeing of our valued employees, but also ensure that delivery and courier companies are only being used for essential purposes. While we are able to work largely remotely and adhere to ‘Social Distancing’ rules in the Studio, we feel that we have a social responsibility to protect other suppliers and delivery companies, sorting offices and their workers too. By continuing to send out parcels, these services require staff to collect, sort and deliver and we strongly believe that EVERYONE should now be following the Government's advice to stay at home unless absolutely necessary. As much as we know how special our Jewellery is to people, we strongly believe that delivery services should only be being used for essential deliveries such as food and medical supplies right now.