REFUNDS & RETURNS

CANCELLATION

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.

RETURNS

Due to the personalised nature of our jewellery, items cannot be returned unless faulty. If your item arrives damaged or faulty, please contact us within 14 days of delivery.

Incorrect goods: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 14 days of delivery 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 14 days of delivery to arrange return. Upon receipt of your returned goods, we will either repair or replace your goods, whichever is appropriate, at no additional cost to you.

REPAIR

We guarantee our work for 12 months, 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.

REFUNDS

Should a refund be agreed, then once your return is received 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. 

SHIPPING

Please return your product by post to Hold upon Heart, Unit C15, Maws Craft Centre, Jackfield, Shropshire, TF8 7LS, U.K. You are advised to use a trackable shipping service which includes insurance.