PRINTS

Hand and footprints can be taken from newborns through to adults.

Fingerprints can be taken from children over six months old through to adults.

If you are wanting to create a keepsake for a newborn baby then a hand and footprint piece is the best option.

We want to give you the best possible result, so will sympathetically clean up fingerprints, hand and footprints and pawprints to ensure this, whilst remaining true to the print provided. 

When taking fingerprints from older adults it is normal for cracks to be present within the print. This is part of what makes that print unique and these cracks will also be captured in the engraving.

As hand and footprints are miniaturised, only the strongest character lines in the print will remain.  However our unique techniques deliver the most detailed reproductions of hand and footprints that we have seen.

Fingerprints are sized to fit perfectly within your chosen piece. If you order a Pattern Fingerprint piece, then the fingerprint will be sized to cover the entire piece. If you order an Ink Impression piece then we will size your fingerprint to fit within the impression perfectly.

It is rare that we receive a print that can't be used, however should this occur then we will contact you to re-take your prints and will offer guidance to help you achieve a better result.

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

Yes. All of our prints and engraved text are captured deep within the silver or gold and absolutely will not fade or wear away.

We don't usually need you to provide hard copies of your prints, and can work with scans or photos sent by e-mail. However should you be asked to provide the hard copy, then this will be returned to you with the finished jewellery. We keep electronic copies of prints on file for approximately 6 months, after which point they are deleted.

ORDERING

Yes, we can usually work with prints you will already have, simply e-mail these to prints@holduponheart.co.uk – ensure you select that you will provide prints under Print Options when ordering.

Prints should be returned within 3 weeks of placing the order. If you do take longer than this 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.

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!

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.

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 and prints@holduponheart.co.uk to your contacts list. In particular, we have noticed that gmail and hotmail e-mail accounts have a tendency to put our e-mails in the junk folder. Adding us as a contact should stop this happening!

Once we receive your prints 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 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.

Certainly. We keep electronic copies of prints on file for approximately 6 months and can use these to make further items for you.

Essentially yes – your jewellery will be the same 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.

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.

Each piece of jewellery is handmade and therefore absolutely unique. If you provide us with a photo of your original piece of jewellery we will do our best to recreate this as close as possible, but there will inevitably be subtle differences, which should be embraced as part of our jewellery's charm. Our making methods have changed substantially over the years so you should expect a piece ordered today to look and feel different to a piece ordered previously.

DELIVERY

The estimate lead times for our jewellery vary depending upon the item ordered, so please check the product description for an accurate lead time. All lead times begin from when we receive usable prints in the studio. All jewellery is made to order so at busy times we may need a bit longer than the estimated lead time. **Due to the current situation with the coronavirus you should allow an extra weeks making/delivery time**.

Our jewellery is sent by Royal Mail and due to the pressures Royal Mail are under with the Coronavirus, we would advise allowing 4 working days for delivery from dispatch. Delivery's 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.

We are presently able to deliver to international customers based in Europe and the United States of America. 

We are not able to fast track any orders at present.

AFTER CARE

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 dents or scratches or worn leather. Nor does it extend to jewellery which has been lost or which has clearly suffered mis-use or inappropriate force. We can often help repair damage caused through wear and tear, however there will be a charge for our services in these circumstances.

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

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.

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. 

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.