TERMS AND CONDITIONS
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These terms and conditions apply between you, the User, and Hold upon Heart, the owner of this website.  Your agreement to comply with and be bound by these Terms and Conditions is deemed to occur upon your first use of the website. If you do not agree to be bound by these Terms and Conditions, you should stop using the website immediately. No part of this Website is intended to constitute a contractual offer capable of acceptance.  Your order constitutes a contractual offer and our acceptance of that offer is deemed to occur upon us either sending a kit to you, or a dispatch email to you indicating that your order has been fulfilled and is on its way to you.

RETURNS

We personally put a great deal of care and attention into each and every item we make and hope you will be delighted with your jewellery, but should a problem occur please contact us as we will do our best to help resolve it. You should note that as your jewellery is personalised it is not returnable unless it differs substantially to what was ordered, or is delivered faulty or damaged.

Please check your jewellery carefully when you receive it, in the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this. If the item supplied differs to what has been ordered then we will rectify this as quickly as possible at our expense. If you have made an error on your order then, if we are able to rectify this, you will need to cover any expense involved.

To limit the possibility of disappointment please read the following:

• Please check your order details carefully. In particular ensure text is entered as you would like it to be engraved. If you leave the engraving field blank then no engraving will be added.

• Ensure you are happy with your prints before returning. We can not amend fingerprint moulds in any way - you very much get a direct cast of the mould. By returning your moulds you are approving them for use. In particular please read and understand the FAQ's regarding the result you can expect from young children. Handprints and Footprints can be edited to remove obvious smudges, but will not be edited in any other way unless expressly requested.

• Each print is unique - your jewellery will be unique. You should note that fingerprints from young children will be less defined than fingerprints from older children. For more information see our FAQ's. As our jewellery is hand made there will inevitably be a slight degree of variance from item to item.

• All measurements given are approximate and for guidance only.  

• Re-sizing bangles, bracelets and rings will incur a charge so please ensure you have measured carefully.

TIMESCALES TO CONSIDER

RETURNING YOUR PRINTS: For Silver Jewellery and Leather Jewellery, please return prints within four weeks of placing your order. For Gold Jewellery in particular, prints must be returned within two weeks of placing your order. Customers returning prints outside of these timescales may be subject to an additional charge should cost of production have risen. Should you return prints later than agreed and production costs have increased, then you will be given the option of paying the balance, or of receiving a refund less the cost of the kit.

FOUNDRY CAST JEWELLERY: Our superior quality Foundry Cast Jewellery is made to order and involves a complex making process. You should expect Foundry Cast Jewellery to be dispatched within 4-6 weeks of returning your prints to us, at peak times we may take a few days longer. It is not possible for us to fast-track the process for this style of jewellery, however Gift Boxed Print Kits are available for customers who are short on time!

ENGRAVED JEWELLERY: The making process for our Engraved Jewellery is simpler - you can expect Engraved Jewellery to be dispatched within 5-7 days of us receiving your prints. It is often possible for us to work to a shorter timescale for Engraved Jewellery, but you will need to contact us to check we can help.

EMBOSSED LEATHER JEWELLERY: You can expect our Embossed Leather Jewellery to be dispatched within 14 days of us receiving your prints. It is often possible for us to work to a shorter timescale for Embossed Leather Jewellery, but you will need to contact us to check we can help.

Each Product Listing clearly states the products lead times. Please remember to take into account any bank holidays and closure periods when estimating your lead time.

CARING FOR YOUR JEWELLERY

Full care instructions are included with each order, together with a Free Mini Polish Cloth. You can also read our care instructions here.

INTELLECTUAL PROPERTY

Subject to the below, all content included on this website, including, but not limited to, our jewellery designs, text, graphics, logos, icons and images are the property of Hold upon Heart or relevant third parties.  Any infringement will be pursued vigorously. By continuing to use our website you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws. You may not reproduce, copy, distribute, store or in any other fashion re-use material from our website unless given express written permission to do so by Hold upon Heart. Material from our website may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.

PAYMENT DETAILS, BILLING ADDRESS & PAYMENT HISTORY

Our secure checkout is powered by Sage. You can pay by credit or debit card, or choose to pay by Paypal. When you pay by credit or debit card, you are asked for your card details and billing address. This information is held exclusively by Sage. Hold upon Heart have no access to your card details, but they do have access your billing address and payment history in order to assist with customer service enquiries. We will not contact you for marketing purposes unless you specifically sign up to our newsletter.

Due to a recent change in EU law we need to make you aware that our website is hosted by a US based company. This means that the personal data our website stores, being your name and contact details, will be transferred to the United States. No financial information is stored by our website, and no financial information is transferred to the US.

CANCELLATION

If you cancel your order prior to the dispatch of a print kit then a full refund will be given. If the print kit has been dispatched a refund will be given less the cost of the kits sent to you. Once you return your prints we will begin work on your order and no amendments or cancellation will be possible. 

GOODS,PRICING & AVAILABILITY

Whilst every effort has been made to ensure that all representations and descriptions of Goods available from Hold upon Heart correspond to the actual Goods, Hold upon Heart is not responsible for any variations from these descriptions.  All items are hand made to order and will differ slightly from piece to piece. All pricing information on the Website is correct at the time of going online.  Hold upon Heart reserves the right to change prices and alter or remove any special offers from time to time and as necessary.  

DELIVERY

All Goods are dispatched via Royal Mail and signature is required upon receipt. If Hold upon Heart receives no communication from you, within 7 days of delivery, regarding any problems with the Goods, you are deemed to have received the Goods in full working order and with no problems. For international orders please note you will also be responsible for any custom duties or charges that may arise.

REPAIRS

We do our utmost to make our jewellery as resilient as possible, but due to its delicate nature, fine jewellery can get damaged. You should check links and clasps regularly for signs of stress to minimise the risk of loss.

In the unlikely event your jewellery needs repair within 12 months of receipt we will repair free of charge. This guarantee does not extend to damage caused by obvious misuse, jewellery which has been lost or stolen, or to general wear and tear - for example, worn leather bands, scratched surfaces or snapped chains. Jewellery returned for repair should be sent by Special Delivery, and you need to let us know it is on its way. Costs of postage back to us should be born by the customer.

The above does not affect your statutory rights.  

WEBSITE DISCLAIMER

All information on this website is provided by Hold upon Heart and is for your general information only. We do our best to keep all information up to date but make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. You should be aware that you use the website and its content at your own risk.  

To the maximum extent permitted by law, Hold upon Heart accepts no liability for any direct or indirect loss or damage, foreseeable or otherwise, including any indirect, consequential, special or exemplary damages arising from the use of the Website or any information contained therein. This Website contains links to other sites which are not under the control of Hold upon Heart. We assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of the use of them.  The inclusion of a link to another site on this Website does not imply any endorsement of the sites themselves or of those in control of them.

While we do our utmost to ensure the website is up and running, Hold upon Heart accepts no liability for any disruption or non-availability of the Website resulting from external causes beyond our control.

PRIVACY

No financial information is stored by this website. The data you disclose to Hold upon Heart, such as your name and contact details, will not be disclosed to third parties other than as part of the process to fulfil your order. By placing an order you are consenting to your order details being transferred to the United States. This is because our website is hosted by Shopify which is a company based in the United States.

COPYRIGHT © 2016 HOLD UPON HEART

The copyright in this website and the material on this website (including without limitation the text, artwork, photographs and images on this website) is owned by Hold upon Heart. You can view this website, copy and store material in your web browser cache memory and print pages for your own personal and non-commercial use. No other rights are granted in relation to this website or the material on this website. Breaches to our copyright and our design rights will be pursued.   

LAW AND JURISDICTION

These Terms and Conditions and the relationship between you and Hold upon Heart shall be governed by and construed in accordance with the Law of England and Wales. Hold upon Heart and you agree to submit to the exclusive jurisdiction of the Courts of England and Wales.  

PRIVACY STATEMENT

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Section1 - what do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing: With your permission, we may send you emails about our store, new products and other updates.

Section 2 - consent

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at studio@holduponheart.co.uk or mailing us at: Hold upon Heart, 111, Maple House, Queensway Business Park, Queensway, Telford, Shropshire, TF1 7UL

Section 3 - disclosure

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

Section 4 - shopify

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

Section 5 - third party services

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Section 6 - security

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Section 7 - cookies

 Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
 _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
 _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
 _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
 _secure_session_id, unique token, sessional
 storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

Section 8 - age of consent

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

Section 9 - changes to this privacy policy

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

Questions and contact information

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us at studio@holduponheart.co.uk or by mail at
Hold upon Heart, 111, Maple House, Queensway Business Park, Queensway, Telford, Shropshire, TF1 7UL
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