Terms & Conditions
1. About Us
Heartstones is a trading name of Heartstones Ltd, a company registered in England and Wales.
Company number: 16999965
Registered office:
23 Graig Park Road
NP20 6HD
United Kingdom
For all enquiries please contact:
Email: accounts@heartstonesjewellery.com
2. Our Jewellery
Heartstones jewellery is created using a combination of professionally manufactured jewellery components and handcrafted Heartstones.
Each Heartstone — the central memorial or heirloom element — is individually handmade by us using carefully selected processes and techniques developed through extensive testing and refinement.
Due to the handmade nature of each Heartstone, natural variations in colour, texture, and appearance may occur. These variations form part of the character of the piece and are not considered faults.
3. Placing an Order
By placing an order with Heartstones, you confirm that:
• You are legally capable of entering into a binding contract
• All information provided is accurate and complete
• You understand the bespoke and personalised nature of our jewellery
Orders are confirmed only once payment has been received in full.
4. Bespoke & Personalised Items
Most Heartstones jewellery is bespoke and personalised.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods are not eligible for cancellation, return, or refund once production has begun, except where the item is faulty or not as described.
Personalised items include (but are not limited to):
• Memorial jewellery containing ashes, hair, fur, or other personal elements
• Custom sizes, finishes, colours, or metal choices
• Items made to individual specifications
Please ensure all order details are correct before confirming your purchase.
5. Ring Sizing
Where applicable, ring sizes are provided by the client.
While we may provide ring sizers or sizing guidance as a courtesy, it remains the client’s responsibility to ensure the correct ring size is provided during the order process.
Due to the bespoke nature of our jewellery, Heartstones cannot accept responsibility for sizing errors once production has begun. Resizing may not be possible for certain designs or structures.
6. Cancellations
Orders may be cancelled only before work has commenced.
Once production has begun, cancellations are not possible due to the personalised nature of the item.
If you need to cancel an order, please contact us as soon as possible.
7. Turnaround Times
Any turnaround times provided are estimates.
As each piece is handcrafted, completion times may vary depending on:
• Design complexity
• Preparation, curing, and finishing times
• Hallmarking requirements
We will communicate any significant delays where possible.
8. Client-Supplied Personal Elements
Where a commission includes ashes, hair, fur, or other personal elements supplied by the client:
• Personal elements are handled individually and with the utmost care and respect
• Only a very small amount is typically required
• Any unused personal elements will be returned where possible
While every reasonable precaution is taken, Heartstones cannot be held responsible for loss or damage beyond our reasonable control.
9. Sending Personal Elements to Us
Where client-supplied personal elements are required, a postal kit may be provided which includes a return shipping label.
The provided return label must be used within 5 days of issue. If the label expires or is not used within this period, the client is responsible for arranging and covering the cost of postage.
Personal elements must be sent using a tracked postal service, and proof of postage and tracking details should be retained by the client.
While we will assist where possible if a parcel is delayed or lost, Heartstones cannot be held responsible for items lost or damaged while in the care of postal or courier services.
Once personal elements have been received by us, they are handled with care and securely stored.
10. In-Person Handover
If a client prefers not to send personal elements by post, an in-person handover may be arranged by prior agreement.
Meetings must be arranged in advance and are subject to availability. Any travel or related costs associated with attending such a meeting are the responsibility of the client.
Personal elements handed over in person will be treated with the same care and respect as those received by post.
11. Hallmarking & Compliance
Where required by UK law, jewellery is hallmarked through an authorised Assay Office.
Hallmarking:
• Confirms precious metal purity
• Provides traceability
Because hallmarking is carried out by an independent body, slight delays may occur.
12. Jewellery Care
Jewellery requires appropriate care to maintain its appearance and longevity.
We recommend:
• Removing jewellery before bathing, swimming, or sleeping
• Avoiding contact with chemicals, perfumes, and cleaning products
• Storing jewellery safely when not in use
Normal wear and tear is not considered a fault.
13. Faulty Items
If your jewellery arrives faulty or damaged, please notify us within 14 days of delivery.
We may request photographs and additional details to assess the issue.
Where a fault is confirmed, we will offer a repair, replacement, or refund in accordance with UK consumer law.
This does not affect your statutory rights.
14. Returns & Refunds
Due to the bespoke nature of our jewellery:
• Personalised items are non-returnable unless faulty
• Refund requests are assessed in accordance with UK consumer law
Where ready-made items are offered, they may be returned within 14 days of receipt provided they are unworn and returned in their original condition and packaging.
15. Use, Safety & Wear
Jewellery should be worn with appropriate care and attention.
Rings and other jewellery items may present risks if worn during unsuitable activities, including manual work, heavy lifting, sports, or operating machinery.
Certain materials (including tungsten) do not bend or deform under pressure. Clients are responsible for understanding the properties of their jewellery and wearing it appropriately.
Heartstones cannot be held responsible for injury, damage, or loss resulting from misuse, accidental snagging, impact, or wear during unsuitable activities.
Nothing in these Terms limits liability for death or personal injury caused by negligence or affects your statutory consumer rights.
16. Limitation of Liability
Heartstones shall not be liable for indirect or consequential losses, or for damage arising from misuse, failure to follow care guidance, or inappropriate use of jewellery.
Nothing in these Terms excludes or limits liability for:
• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any matter which cannot legally be excluded under UK law
17. Intellectual Property
All content on this website — including text, designs, imagery, and branding — is the property of Heartstones Ltd.
No content may be copied, reproduced, distributed, or used without prior written permission.
18. Privacy
Personal information is handled in accordance with our Privacy Policy and UK GDPR requirements.
19. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Changes to These Terms
Heartstones Ltd reserves the right to update these Terms & Conditions from time to time.
The version in force at the time of your order will apply.
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