Ordering

Ordering with Hand on Heart is really easy, you can place your order on our website. Find more information on how to place your order here.

We are happy to be able to offer Free DPD next working day delivery to all of our mainland |(non-highland) UK customers on orders over £60. If you are unsure whether your address will qualify for DPD delivery, you can find out more about any additional charges here.

We accept all major credit/debit cards. We also offer payment plans on the majority of our products via openpay.

Yes, you will. An order confirmation email will be sent to the email address entered on your order within 30 minutes of it being placed, please do check your junk or spam folder if it does not arrive in your inbox. We ask that you check your order information closely and contact us right away if there is anything you would like to change.

Printing kits (if required) are dispatched within two working days from your order being placed and are dispatched via 1st Class Royal Mail. Urgent printing kits ordered before 1pm (Mon-Fri) will be delivered by DPD on a next working day service and a signature will be required upon delivery. 

As each design is handmade exclusively by a designer, we book a design slot for your piece/s to be created as you place your order. This ensures that we can guarantee a delivery date for you at the time of ordering. The date to return your prints/artwork by will be clearly displayed at checkout, on your confirmation and on your printing kits. This date is usually between 8-12 days from placing your order, depending on the time of year.

If you miss the date to return your prints, don't worry, you can still return your artwork up to 12 weeks from the date you placed your order. In this case, delivery will be within 6 weeks from us receiving your artwork - please bear this in mind if you need your order for a specific date

If we don't receive your artwork within the 12 weeks from your order date, we will issue you a credit note, valid for 6 months, for the amount spent less £5 per kit so you can re-order from our store.

As long as your order has not entered production, our customer service team would be happy to help you make any necessary changes. If you do need to change anything on your order, we would recommend contacting us as soon as possible, before your prints are returned, to ensure we are able to do so.

Our jewellery is created in a working studio which, due to insurance reasons, we are unable to open to the public. If you do need any assistance placing your order you can contact our friendly customer service team on studio@handonheartjewellery.co.uk or by using the livechat facility on our website.

We would be sorry to see you go but if, for any reason, you did wish to cancel your order you are able to do so within the cooling off period of 7 days from your order being placed. However, this does not apply if we have already started creating your order. If you have already used the printing kit supplied a charge will be applied for the kit and delivery, however, if you have not yet used the printing kit, you can return this in full at your own cost for a full refund.

Products

Imprint Jewellery is created 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 to 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 Imprint 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, paw print or handprint and provides a more subtle look than 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.

Our Imprint jewellery is made from 925 sterling silver, so you can rest assured we use silver of the highest quality. For engraved products, the material used for each product is included in each product description.

All of our necklaces come with a 16-18” adjustable sterling silver chain as standard but we are able to offer a range of longer chains at your request. If you would like more information on our range of chains or would like to add one to your order, please contact us via email on studio@handonheartjewellery.co.uk.

We certainly do, Hand on Heart Jewellery gift packs include a voucher and a selection of printing kits, making them the perfect present for any special occasion and can be purchased on our website.

Supplying Prints

 No, we can use hand, foot and paw prints from any one of any age. All prints are miniaturised to fit on your chosen item of jewellery 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.

Yes, we are often able to work with prints which you already have. When you place your order, simply select the option 'I will supply you with prints I already have', which can be done for any piece of print jewellery. You can then submit your prints quickly and easily using our magic uploader. If you would like us to check the prints first, please email a scanned copy or clear photo of the prints to us at studio@handonheartjewellery.co.uk and one of our dedicated designers will confirm the suitability and recommend which pieces we feel would work best for your print.

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.

Your printing kit will come with full instructions and you can take a look at our how-to videos on the website for some more help. If you are struggling to take prints, please do not hesitate to get in touch with us so that a member of our team can help.

Our inkless printing kits are from a supplier in the USA who also supplies all the maternity hospitals with these kits. They are designed for taking newborn handprints, as in the US this is used for identification purposes. We have been using these kits for over 6 years and never had any issues with skin irritation, but as with all solutions applied to the skin, there is a small chance of irritation so these wipes do have to hold warnings. We do spend a lot of time researching and testing all of our products and would never use anything that would harm any child, adult or pet.

If you are unable to take a print for your order, we do have a lovely range of generic hand, foot and paw prints which can be used to create our jewellery. If you do wish to use a generic print, we would ask you to contact us via email or livechat so that a member of the team can help you place your order.

Not at all, you can supply your prints after you place your order using one of our Magic Print Kits, or provide a copy of prints that you already have. Simply take the prints and upload using our Magic Print Uploader.

Of course, 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 and enter your previous order number when asked, we can then get straight to work on your order without you having to retake the prints. If the prints you would like to use have been supplied by somebody else, we may require them to give written permission for you to use the prints. For more information on this, please contact our customer service team.

We aim to keep a digital copy of prints on file for 2 years, however, this is at the company's discretion and is not guaranteed. While we do return fingerprints with your finished order, we are unable to return hand, foot or paw prints and if you wish to keep these we would recommend supplying a digital copy only to our studio to be used on your jewellery.

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.

  If you do not receive your kit within 5 working days of it being dispatched from the studio, please let us know via email or livechat

You can submit your hand, foot and paw prints and artwork or handwriting quickly and easily by using our magic uploader, all we need is a clear photo and some order information which will be provided in your confirmation email. When using the uploader, you can only upload one photo at a time so if you are supplying more than one print, they will need to be submitted separately. If you are supplying fingerprints, please return them to our studio using the prepaid envelope included in your printing kit. 

We kindly request for all prints and artwork to be returned to our studio within 7 days of your kit being dispatched to secure your design slot unless otherwise stated for your chosen delivery option. If you are unable to return your prints within this timeframe, please contact our customer service team so we can advise you further. If taking advantage of any special offer or discount, please return your prints/artwork within 14 days from placing your order to secure your design slot - returning your prints later than this will invalidate the offer and the difference between the offer price and full price will be payable. 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 a style change. If this is the case, a substitute style will be used.

If you have supplied your prints using our uploader or through the post, we will contact you via email within 2-3 working days of receipt to confirm their suitability. 

If you think your prints have not worked well, don’t worry, you can email them to us at studio@handonheartjewellery.co.uk and a member of the design team will confirm the suitability of your prints. Alternatively, additional printing kits can be purchased from our website.

When submitting prints using our magic uploader you will be asked for all the necessary information so that we know whose print is whose, as well as their age. This information is sent directly to our design team so that we can make sure your order is created perfectly.

If you have a specific print you wish to be used on your order, please mark the print by circling it or popping a star or arrow next to it so that our design team know which one to work with. Otherwise, the 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.

Prints or artwork are not altered in any way, as this would take away from the unique idea of using loved ones' prints and the prints will appear on the jewellery as they are in the images supplied. However, our designers will remove any unwanted marks or smudges from around the artwork or prints.

We do not supply proofs as standard, however, this is a service we can offer if requested. If you do wish for our design team to create a proof, please contact our team before you return your prints and be advised that this can add up to 5 working days onto the dispatch of your order.

We like to keep you updated on the progress of your order, 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.

The dispatch service time for each product is listed on the individual product pages. For items requiring printing kits the turnaround time is based on when the studio receives your usable prints. For more information on the delivery options available, please visit our Delivery Information page. 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 a style change. If this is the case, a substitute style will be used.

All dispatch service times are listed on our product pages. We always aim to have your order with you as soon as possible, but we're afraid that we can't guarantee specific delivery dates. If you have left it a little late to place your order and require your jewellery as soon as possible, we would recommend you browse our lovely Next Day range, which can be created and dispatched the same day as long as your order is placed before 1pm (Mon-Fri).

Each piece of jewellery comes beautifully presented in either a Luxury Gift Box or Velvet Pouch at no extra cost to yourself.

Delivery

Unless otherwise stated, your finished order will be delivered by DPD on a next working day (Monday-Friday) courier service. A signature will be required upon delivery and you will be able to track your order here using the tracking number emailed to you upon dispatch of your order. If a valid mobile number is provided at the time of ordering you will also receive SMS delivery notifications from DPD.

We now offer international delivery to the United States, Australia and New Zealand. For details on international ordering and delivery, please visit out delivery information page.

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 studio@handonheartjewellery.co.uk. Please note, updating your delivery address details on your online account will NOT update your delivery address on any open orders. 

Aftercare

We are pleased to offer a 12 month no fade guarantee with each engraved piece and a lifetime no fade guarantee on all imprint pieces. For full details on our guarantee, please visit our guarantee page.

Your order will be supplied with full care instructions to help you keep your precious jewellery looking its very best, you can also find some helpful tips and advice under 'Help and Assistance' on our homepage. Of course, if you have any further questions about caring for your jewellery you can always contact our customer service team who will be more than happy to advise.

If you have a query regarding your order, please contact the studio by emailing us at studio@handonheartjewellery.co.uk or by using the livechat facility on our website and a member of our customer service team will be more than happy to help.