If you request to cancel your order prior to dispatch of the product, or a print kit, then we will cancel your order and arrange a full refund. If the print kit has already been dispatched when we receive your cancellation request, then we will cancel your order and arrange a full refund less the cost of the print kit(s). Once we receive prints or artwork from you, we will begin work on your order and no amendments or cancellation will be possible.
We put a lot of care and attention into everything we make and hope you will be delighted with your purchase, but should a problem occur, please contact us so we can help resolve it. In particular, please check your purchase 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.
Please note, all Hold upon Heart products are personalised, bespoke or made-to-order to your specific requirements, and as such are non-refundable, unless faulty or supplied incorrectly. To limit the possibility of disappointment we advise you check your order details very carefully, particularly any engraving request. We also advise you ensure you are happy with your prints or artwork before returning. You should note that fingerprints from young children will be less defined than fingerprints from older children. For more information see our FAQ's.
Incorrect goods: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. Providing that we determine that an error on our part has occurred, then we will arrange for replacement goods at no additional cost to you.
Faulty goods: In the unlikely event that goods are received faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. Upon receipt of your returned goods, we will issue replacement goods at no additional cost to you, or if preferred, issue a refund via the payment method used to purchase the goods.
We guarantee our work for one year, so in the unlikely event your jewellery requires repair, please contact us. This guarantee does not extend to damage caused by obvious misuse, to lost or stolen goods, or to general wear and tear such as worn leather or surface scratches. We are also able to help with repairs to jewellery purchased more than a year ago, but there will be a charge for the repair in this instance.
Should a refund be agreed, then once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take several days to show up on your account, depending on your bank.
Please return your product by post to Hold upon Heart, 111 Maple House, Queensway, Telford, Shropshire, TF1 7UL, U.K. If you are shipping an item over £50, you should consider using royal mail's Special Delivery service, or a similar trackable shipping service which includes insurance.