Personal Elements Handling Policy

Care, Respect & Responsibility

At Heartstones, we understand that the personal elements entrusted to us often carry profound emotional significance. These elements are treated with the utmost respect, care, and responsibility at every stage of the process.

Every commission is handled individually. Personal elements are never mixed, shared, or processed alongside those belonging to another client.

Receiving Personal Elements

Once your commission has been confirmed, you will receive clear instructions for sending your personal elements.

For UK clients, a postal kit may be provided which includes secure packaging and a pre-paid return envelope. For international clients, guidance will be provided on suitable postal options.

Only a very small quantity of personal elements is required for most commissions.

Handling & Storage

Upon arrival, personal elements are:

• Carefully documented and labelled
• Stored securely and separately from other commissions
• Handled individually throughout the creation process

This ensures complete traceability and protects the integrity of each piece.

Use of Personal Elements

Only the amount required for your Heartstone will be used.

The remaining personal elements will be carefully packaged and returned to you alongside your completed jewellery.

Personal elements are never reused, retained, or incorporated into other pieces.

Combining Personal Elements

In some designs, multiple personal elements may be combined within a single Heartstone.

Where this is required, it will be discussed in advance. Any unused personal elements returned to you will remain separate.

Respectful Working Practices

The handling of personal elements is approached with patience, care, and quiet respect.

Each Heartstone is created individually to ensure the personal elements it holds remain secure and protected for years to come.

Questions & Reassurance

We understand that sending personal elements can feel like a significant step.

If you would like reassurance or have questions at any stage, you are always welcome to get in touch.