FAQ's

Below are our answers to the most frequently asked questions. If you can't find the answer to your question then drop us an e-mail at studio@holdponheart.co.uk.

CLICK HERE to view our short videos showing how to take your prints.

IS MY CHILD OLD ENOUGH?

Hand and footprints can be taken from newborns through to adults. Fingerprints are not quite so straight forward, and the honest answer is that it depends on what you want from your fingerprint jewellery.

Essentially, fingerprints can be taken from people of any age, from newborn through to adult. However fingerprints grow and fade with us - a babies fingerprint is as small and delicate as the rest of the baby. This means that we wouldn't expect to see a strong print pattern from a baby, instead we would expect an impression which captures the shape of their little finger at this early age. Some fine print pattern may be visible upon close inspection, it depends on the child and how well the mould has been made.

If you are wanting to see a strong fingerprint pattern then you should wait until your child is at least 2 years of age or older. The strongest fingerprint patterns are found on young to middle age adults, however prints from older adults tend to be fainter with shallower ridges.

CAN YOU IMPROVE PRINTS?

For fingerprint impressions, we use a direct cast of your fingerprint mould. This means we can't enlarge or enhance the fingerprint in any way, you will very much get a fingerprint with the same shape and detail in silver or gold as the shape and detail in the mould provided. Please do not return moulds unless you are happy with the shape and detail in the mould.

For ink or pencil fingerprints, we are able to clean up the print and enlarge as necessary. We are also often able to reveal the detail in an ink fingerprint which are otherwise difficult to make out with the eye.

For hand and footprints, we can easily clean up smudges and blurred toes, and will automatically do this to ensure the best results are achieved. However we will not otherwise edit your prints, for example, fill in areas, unless you expressly request this by making a note by the print to be used.

CAN YOU USE AN ADULT PRINT?

We are able to work with both fingerprints and hand and footprints from adults as well as children. Adult fingerprints usually give very clear print detail. If you choose to feature an adult fingerprint on one of our smaller charms or pendants then it is likely that only part of the fingerprint will be used. If you wish the entire fingerprint to be featured then you will need to consider one of our larger pendants.

ARE THE FINGERPRINTS ACTUAL SIZE?

The shrinkage when lost-wax casting from a wax model is minimal, about 1% or so. This is far less than the shrinkage when making fingerprint jewellery with silver clay, which shrinks between 15-25%.

HOW LONG DO I HAVE TO RETURN MY PRINTS?

For silver jewellery, prints should be returned within 4 weeks of placing the order. For gold jewellery, prints should be returned within a fortnight. Its not a problem if you take longer than this, but please be aware that there may be an additional charge should production or metal costs have increased significantly. Should this occur then you will be given the option of paying the additional charge, or receiving a refund less the cost of the print kit.

WILL YOU LET ME KNOW IF MY PRINTS ARE NO GOOD?

If we are unable to work with your prints then we will of course let you know. However, when it comes to the level of detail visible in your fingerprint mould, you are the best person to decide if you are happy with this, as its difficult for us to second guess your expectations. Please look at your fingerprint moulds closely and decide if you are happy with them before returning them to us. Once we receive your moulds we will assume you are happy for us to use them and by returning moulds to us you are deemed to have approved them for use.

Of course, if you return a mould which is unusable, or if it is completely smooth with no detail at all, then we will contact you to discuss. We will also contact you to discuss your moulds should you request this on your Order Summary.

WHAT HAPPENS IF I AM NOT HAPPY WITH MY PRINTS?

Our print kits are generous, and contain enough materials to take several prints, however you are able to order replacement kits here.

If you take fingerprints and decide you would prefer to wait a bit longer to allow your child’s print to develop, then we are also happy to arrange a refund less the cost of the kit.

CAN I BUY EXTRA KITS IF I NEED?
Extra kits can be ordered here – please note these kits are available to existing customers only and an existing order number is required.
I ALREADY HAVE PRINTS – CAN YOU USE THEM?

Yes, we can usually work with prints you will already have. In the case of ink or pencil fingerprints, or hand and footprints, you can simply e-mail these to prints@holduponheart.co.uk – ensure you select that you will provide prints under Print Options when ordering.

If you have moulds you will need to post these directly to the studio – please contact us for the address prior to sending. If the moulds are of a sentimental nature then we recommend sending by Special Delivery.

I NEED A KIT URGENTLY FOR MEMORIAL JEWELLERY - CAN YOU HELP?

We are able to send kits by special delivery so that you can take prints from a loved one who has passed. Memorial kits are available to order here.

DO YOU RETURN THE PRINTS?

Wherever possible we always return your prints with the finished jewellery. Keep them safe as they can be used again to make more jewellery in the future.

CAN I CHANGE MY PERSONALISATION AFTER ORDERING?

Once we receive your prints and Order Summary we will begin work on your order and won't be able to make any amendments. This is why it is important you check your order details on the Order Summary and Order Confirmation e-mail carefully. If you e-mail us to make an amendment after posting your prints then you should not assume we have received your e-mail unless you receive a response from us confirming this. It is advisable to phone and ensure we are aware of your amendments.

CAN I ORDER MORE JEWELLERY USING THE SAME PRINT?

Certainly. We return fingerprint moulds to you for safekeeping, and this can be used to make more jewellery in the future. We keep electronic copies of pencil and ink fingerprints, and hand and footprints, on file or a year, and return originals to you for safe keeping.

HOW QUICKLY WILL I GET THE KIT?

Wherever possible kits are dispatched within one working day of us receiving the order. Kits are sent by first class post, and should arrive with you within 3-4 days of placing the order. If you do not receive your kit within this time frame then please let us know, once in a while a kit goes astray, in which case we send another asap!

WILL YOU LET ME KNOW MY PRINTS HAVE BEEN RECEIVED?

Yes, we will e-mail to confirm we have received your prints. If you do not receive this e-mail within 4 days of returning your prints please get in touch to check they have arrived safely. To prevent our e-mails being marked as junk, it’s best to add studio@holduponheart.co.uk to your contacts list.

HOW LONG WILL IT BE UNTIL I RECEIVE THE JEWELLERY?

The estimate leadtimes for our jewellery vary depending upon the item ordered, so please check the product description for an accurate lead time. Generally you should allow 6 weeks for us to dispatch jewellery from our Foundry Cast Collection, 14 days for our Stamped! collection. and 7 working days for jewellery from our Engraved Collection, with the exception of gold engraved jewellery which requires 14 working days. All lead times begin from when we receive usable prints in the studio. All jewellery is totally bespoke and hand made to order by Melanie and Jeff, this does mean that at busy times we may need a bit longer than the estimated lead time. If you are wanting your jewellery for a specific date, close to or before the estimated lead time is up, then please ensure you make a note of this on your order form - wherever possible we will do our best to help, although you should be aware we cannot guarantee delivery of jewellery in less than the estimated leadtime, due to the very nature of the making process.  

When considering our lead time please note that every single piece of our jewellery is made to order by independent jewellery designers, Melanie and Jeff. Our jewellery is made to a very high standard using traditional jewellery techniques, and most of our jewellery is hallmarked which adds to the lead time. The making process does take time and really can not be sped up, however the quality of our Fingerprint Jewellery, whichever collection you prefer, is worth the wait.

I’VE LEFT MY ORDER LATE – CAN YOU SPEED THE PROCESS UP?

As much as we would like to, afraid we can not speed up the production of our Fingerprint Jewellery. If you are short on time then we offer beautifully gift boxed kits so you are able to order this jewellery at late notice, and give the Print Kit as a present initially. This way the recipient can take the prints themselves, and perhaps make any amendments to the order so they get a piece they will truly love. Simply choose the Gift Boxed Kit option during checkout to take advantage of this.

WILL MY JEWELLERY LOOK LIKE THE ITEM SHOW IN THE PHOTO?

Essentially yes – your jewellery will be the same style, shape, approximate dimensions and finish as the jewellery pictured in the product listing. However you should understand that each print is unique, and in this respect your jewellery will also be unique.

CAN I GET TWO IDENTICAL PIECES?

Each piece of jewellery is handmade and therefore absolutely unique. We do our utmost to ensure consistency but there will inevitably be subtle differences, which should be embraced as part of our jewellery's charm.

HOW IS MY JEWELLERY DELIVERED?

Our jewellery is sent by Special Delivery or Recorded Delivery. Delivery is usually made within 1 working day of dispatch and will need to be signed for. If you are out then a card will be left with details of how you can re-arrange delivery. We do e-mail to let you know when your jewellery has been dispatched.

HOW DO I CARE FOR MY JEWELLERY?

Detailed care instructions can be found here. We also provide care instructions and a complimentary polish cloth with each order. The polish cloth is intended to get you going on the cleaning routine needed to keep your silver bright and shiny and free of tarnish. It will need replacing within a few weeks once opened - the polish cloths we recommend are Town Talks silver or gold polish cloths. 

IS YOUR JEWELLERY GUARANTEED?

We ask you check your jewellery carefully upon receipt and in the unlikely event of a fault, notify us of this within 7 days of delivery. We will refund the postage costs should an item need to be returned within 7 days of delivery and will rectify the fault asap.

Should your jewellery require repair within the first 12 months from purchase then we will repair the item for free, however customers will need to bear the cost of returning the item to us for repair. Please note that this guarantee does not extend to damage caused by wear and tear, such as a snagged chain or worn leather bracelet. Nor does it extend to jewellery which has been lost or which has clearly suffered mis-use or inappropriate force.

I HAVE ACCIDENTALLY BROKEN MY JEWELLERY – CAN YOUR REPAIR IT?

In most cases we will be able to help at a very reasonable cost - get in touch.

HOW CAN I REMOVE TARNISH?

Precious metal is subject to tarnish, but the good news is it is easily removed.

Its best to prevent tarnish getting a grip by gently wiping your jewellery with a polish cloth after wearing - we provide a mini polish cloth with your order, but it will need replacing. You can find silver and gold polish cloths at most supermarkets, Town Talks polish cloths are recommended.

If a piece has become heavily tarnished then the simplest solution is to use a silver polish or a dip at home to remove the tarnish. If you have had a had prints darkened then you should not use a silver dip, and should avoid getting polish in the print, as this will remove the darkened patina from the piece. However if you would prefer us to clean and re-polish an item for you then we can do this at a reasonable cost.

MY LEATHER BRACELET IS LOOKING TIRED, CAN YOU HELP?

Leather is a natural fibre and if worn daily then will inevitably show signs of wear. To pro-long the life of your leather jewellery you should avoid exposure to water, lotions and perfumes, and extremes of temperature. You should also remove when doing exercise or sleeping, as sweat is just as bad for leather as water.

If you have a leather bracelet that is beginning to look tired all is not lost. Whilst we can not rejuvinate the existing leather, we are able to remove your silver charms and attach them to a new leather bracelet, again at a reasonable cost – get in touch.