Delivery - Retail Customers
We offer free delivery on all of our urns to anywhere in the UK and Ireland. To ensure your product is despatched within the same day, please order before 6pm. Our standard shipping reaches our customers between 2 - 3 days. Some of our cremation urns are made to order, meaning they could take between 5 - 10 days to reach you. To find out the exact time frame for the delivery of your chosen product, have a look in the description tab for that product.
We also offer delivery to most European countries for a flat-rate cost of £20.00. This service normally takes between 5 and 10 working days. We can deliver products to the rest of the world for the same price however there might be additional shipping costs and import charges applied to your country. Please check with your local custom offices as each country has its own rules and regulations concerning duty charges.
Once your order has been placed you will receive and order confirmation email. Please ensure that you check the email address given at the time of your order. When your order is dispatched your will automatically receive notification of this via email along with your courier information and tracking details.
If you have a question about our delivery process that has not been answered here, please feel free to contact us, via our phone line - 0161 533 0805, our email address - email@example.com, our Livechat system in the bottom right hand corner of your screen, or through our Contact Us page.
If you wish to learn more about how we are working to fulfil our orders during to coronavirus pandemic, please see a letter from our Founder & CEO here.
Delivery - Retail Customers
All orders above an agreed order value are shipped free of charge within the UK*. A standard packing and carriage charge will be applied below this level – see our current wholesale price list for details.
Any deliveries resulting from back-orders will be shipped free of charge within the UK.
Orders of any value shipped to Ireland and European destinations are chargeable. We use a variety of carriers and will make every effort to obtain the best available shipping quote for you. Alternatively, you may arrange for collection by your own preferred courier. Please contact our Customer Care team for more information.
*Shipping to some areas of the UK might incur a surcharge.
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 jewellery (unless they have arrived faulty), or for health & safety reasons. To complete your return, we require a receipt or proof of purchase.
To initiate the returns process please contact our friendly customer service team via our phone line - 0161 533 0805, our email address - firstname.lastname@example.org, our Livechat system in the bottom right hand corner of your screen, or through our Contact Us page.
Refunds (if applicable) - Retail Customers
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 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 within 14 days.
Refunds (if applicable) - Trade Customers
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 be applied to your credit card or original method of payment within 14 days.
Late or missing refunds (if applicable)
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 email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us and we will arrange the collection for you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, get in touch with our team at firstname.lastname@example.org and we will help arrange this with you. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, 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.