Shipping & Personal Elements Safety Policy

Sending Personal Elements

Once your commission is confirmed, you will receive clear instructions on how to safely send your personal elements.

For clients within the UK, a postal kit may be provided which includes secure packaging and a prepaid return envelope where applicable.

International clients will receive guidance on suitable postal services and packaging recommendations.

Packaging Guidance

When sending personal elements, we recommend:

• Using a small sealed container or bag
• Placing the container inside a padded envelope or protective packaging
• Including your name and order reference inside the package

Only a small quantity of personal elements is required.

Secure Handling on Arrival

When your package arrives at Heartstones:

• The contents are checked and documented
• Personal elements are labelled and securely stored
• Each commission is kept separate to ensure clear identification

Return of Unused Personal Elements

Any unused personal elements will be carefully packaged and returned to you with your finished jewellery.

Jewellery Delivery

Completed jewellery is securely packaged and shipped using appropriate tracked or insured delivery services where possible.

You will be notified when your Heartstone is ready to return home.

International Shipping

International shipping availability may vary depending on location and postal regulations.

Guidance will be provided to ensure personal elements and finished jewellery can be sent safely and legally.

If a Parcel Is Delayed or Lost

While postal services are generally reliable, delays can occasionally occur.

If a parcel containing personal elements is delayed in transit, we will assist where possible in helping you contact the postal service and monitor tracking information.

Questions

If you have any concerns about sending personal elements or receiving your finished jewellery, please contact us and we will be happy to guide you.