Sending Cremation Ashes

We request that all cremation ashes are sent to us & ring sizes are confirmed within 6 weeks of placing your order. If we do not receive the cremation ashes/confirmation of your ring size within 12 weeks of your order date, we reserve the right to cancel your order; resulting in the application of an admin fee of £25, with the remaining value issued as store credit and valid for 12 months. No refund will be issued. We want to avoid this and multiple contacts will be made prior to order cancellation.

If there is a problem with your jewellery, please contact heavyheartjewellery@gmail.com as soon as possible.

Jewellery which has been personalised with text or holding keepsake materials is considered bespoke and therefore exempt from distance selling regulations - this means they cannot be returned.

For jewellery which has not been made to order, returns are dealt with on a case-by-case basis. Under the Consumer Rights Act 2015, if you are not 100% happy with your jewellery you have 14 days from receipt to contact Heavy Heart Jewellery via email or via the Contact page to arrange a return, and a further 14 days to return the item. Items must be returned with all original packaging.

Heavy Heart Jewellery will NOT cover the postage costs of a return - this is the responsibility of the buyer - unless Heavy Heart Jewellery have deemed the item to be faulty. Please ensure returns are packaged appropriately and are sent with a tracked service, as items lost/damaged in transit will not be refunded.

We offer a 6-month warranty on your jewellery, which begins from the date you receive your item. It is your responsibility to familiarise yourself with our Jewellery Care guide prior to ordering, and your finished piece will be provided with the same care instructions. If your jewellery is damaged due to failure to follow care guidelines, we reserve the right to refuse any refund/exchange - but you may be offered a repair at your cost.

Cancellation

If you have placed an order and would like to cancel it, you have 24 hours from the time of your order to do this. Please contact us immediately at heavyheartjewellery@gmail.com. If a Collection Kit or Ring Sizer has already been dispatched to you, you will be charged an admin fee of £10. After 24 hours, we are unable to cancel your order.

Delivery Policy

Orders for jewellery (except jewellery holding ashes/hair etc) will always be posted via ‘1st Class Signed For’ with Royal Mail. If the order totals more than £100 it will be automatically upgraded to ‘Special Delivery’ with Royal Mail. Tracking barcodes are provided in your shipping confirmation email.

Orders for pieces of jewellery holding irreplaceable materials such as ashes/hair/fur etc will always be posted via ‘Special Delivery’ with Royal Mail. Tracking barcodes are provided in your shipping confirmation email.

Heavy Heart Jewellery cannot be held responsible for any of the incurred losses of your keepsakes materials/finished pieces of jewellery.

‘Special Delivery’ is Royal Mail’s best option for postage, as it offers next-day delivery and is fully trackable - however, with any postal service there will always be the small risk of something going missing. In the rare event that an item does go missing in the post, Heavy Heart Jewellery will do their best to remedy the situation by offering a full remake at no extra charge (another Collection Kit would be dispatched and you would be required to send more cremation ashes) - but no refund will be offered. Although we recommend not sending all that you have just in case, if no additional ashes can be sent then your order value will be issued as store credit and valid for 12 months. No refund will be issued. By placing your order you, the customer, agree to this.