Returns and Refunds
Can I change or cancel my order?
Of course, if you wish to change or cancel your order please contact us as soon as possible after your order has been placed, via email firstname.lastname@example.org or by phone - 0161 989 7633.
Please note we can not offer returns on any bespoke memorial pieces. For example cremation urns and memorial jewellery made with a custom design, this could be a different shape, colour, material or perhaps an engraving or paintwork.
How long do I have to return an item I have received but have changed my mind on?
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Some products cannot be returned, such as our Ashes Infused Jewellery and our Printed Jewellery (unless they have arrived faulty), for health & safety reasons. To complete your return, we require a receipt or proof of purchase.
Can I exchange my order?
We only replace orders if they are defective or damaged. If you need to exchange your order for the same item, please contact us and we will arrange the collection for you.
What do I do if I have received a damaged item?
If you have received a damaged item, please contact us via email email@example.com or via phone 0161 989 7633.
What do I do if I have received the wrong item?
If you have received the wrong item, please contact us via email firstname.lastname@example.org or via phone 0161 989 7633.
How much will it cost me to return my order?
To return your order, please get in touch with our team at email@example.com or on 0161 989 7633 and we will help arrange this with you. You will be responsible for paying for your own shipping costs for returning your item.
How long will it take for my order to be returned to you?
Depending on where you live, the time it may take for your returned product to reach us, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we can’t guarantee that we will receive your returned item depending on your courier chosen.
How long will it take for my refund to be processed?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return has been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
I haven’t received my refund after 14 days. What should I do?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or on 0161 989 7633.
I’m a trade customer, what information do I need to return for my order?
We reserve the right to decline the refund of bulk wholesale orders. We will not be able to refund bespoke orders that have been imported into the country specifically for your purchase. If your refund is applicable, when approved, the refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 14 days.
I have read and understood all of the information, how do I start the refund process?
To initiate the returns process please contact our friendly customer service team via our phone line - 0161 989 7633, our email address - email@example.com.
Please view our Delivery Policy here.