Steel memorial pendants can be returned for refund provided they are UNUSED. A credit and acknowledgement will be sent to you for your records back to your PayPal account. The notification will be emailed directly to you from PayPal as this is the original payment source.
BEAD CAPS ARE ENGRAVED AS PER THE CUSTOMER INPUT. OBVIOUS SPELLING MISTAKES ARE USUALLY SPOTTED BUT IT IS THE CUSTOMER'S RESPONSIBILITY. REQUESTS TO ADD TO OR CHANGE THE ENGRAVING UNLESS MADE IMMEDIATELY AT THE TIME OF ORDER OR, IF OUTSIDE NORMAL WORKING HOURS NOTIFIED BY EMAIL BY 9AM THE NEXT DAY (INCLUDING WEEKENDS) IT WILL BE TOO LATE. THIS IS A FAST TURNAROUND SERVICE. THE CAPS ARE ENGRAVED PRIOR TO BEAD MANUFACTURE. ENGRAVING REQUESTS ARE ONLY ACCEPTED BY EMAIL OR VIA THE ORDER PAGE TO AVOID ANY DISPUTES. MISTAKES MADE ON THE CUSTOMERS PART CANNOT BE RECTIFIED.
PayPal is the only payment method accepted.
Ash packs are sent by standard first class letter post. The finished beads are sent first class recorded delivery. If you require Special Delivery Guaranteed or Saturday delivery this is charged at cost. Please contact first to arrange. Postage labels are printed directly from the customer information inputted. If you input your address incorrectly and consequently do not receive your return pack a charge of £3 will be made to send another. If you decide to cancel and the engraving has already been done then a charge of £10 will be deducted from your refund and your personalised silver caps will be sent to you.
The vast majority of orders are turned around in a few days. If the customer has a deadline to meet e.g for a birthday then the ashes must be received three working days before the deadline. it is the customer's responsibility to ensure this. There is no same day making service available due to the kiln cycle the beads go through taking 5 hours unless you arrange prior and return the ashes pre-9am delivery. Do not rely on normal post for this.
First Class is not a guaranteed next day service. Royal Mail figures are 75% next day and an item is not considered late until 5 working days after postage. Please bear this in mind if you have a date you need the finished item by.
All First Class Signed For items are sent on account and the reference numbers are kept on file. If you need the delivery reference please ask.
Items are guaranteed for 12 months from the date of delivery. Items are not guaranteed against misuse or mistreatment / damage. If you wish to return an item within the 12 month period please message using the contact button. Do not wear these items whilst swimming. This is standard for sterling silver jewellery. The glass is annealed in the kiln to toughen it. Beads will not be accepted for return that have been chipped or broken or had the caps damaged due to misuse- e.g forcing too many beads onto a bracelet particularly the screw thread type and thus crushing the end caps flat. This will cause loosening of the cap due to the decreased cap height having the effect of elongating the silver liner. A charge will be made to re-tighten or replace the caps if this is the case. The end caps do not flatten or deform during normal wear.
Photographs are requested prior to returns being accepted to confirm the reason for return is not down to misuse.