Shipping & Delivery Policy

Heartstones® | Heartstones Ltd

Last updated: 25 October 2026

1. Overview

At Heartstones, we understand that many of the items entrusted to us are deeply personal and irreplaceable.

Whether you are ordering memorial jewellery containing a loved one's ashes, a personalised keepsake, engraved gift or an item from our homeware collection, we take care to ensure that every order is prepared, packaged and dispatched appropriately.

This policy explains how to send personal elements to us, how completed orders are delivered and what happens if a parcel is delayed, damaged or lost.

2. Delivery Locations

Heartstones currently accepts online orders for delivery within the United Kingdom.

International shipping, including deliveries to the USA and Canada, is temporarily suspended while we review international postal and customs arrangements.

Customers outside the United Kingdom are welcome to contact us to discuss future commissions.

Please do not send personal elements internationally without prior written agreement.

3. Sending Personal Elements to Heartstones

For UK memorial jewellery commissions, a postal kit may be provided containing instructions, suitable packaging and a prepaid Royal Mail Special Delivery Guaranteed return label.

Where a prepaid label is provided, it must be used within five days of issue unless otherwise stated.

If the label expires before use, customers may be responsible for arranging and paying for replacement postage.

Customers must follow the packaging instructions provided and ensure that the contents comply with Royal Mail's current postal requirements.

We recommend retaining proof of postage and tracking information until the parcel has been confirmed as received by Heartstones.

4. How Much Is Required?

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

As a general guide:

• Ashes: Approximately one teaspoon is sufficient for most pieces.

• Hair or fur: A small lock or suitable quantity, depending on the design.

• Breastmilk: The quantity required will be confirmed in your instructions.

• Other personal elements: Requirements will be discussed individually.

Please follow any product-specific instructions provided.

We strongly recommend retaining a portion of your personal elements wherever possible, rather than sending everything you have.

5. Packaging Personal Elements

Personal elements must be packaged securely and in accordance with the requirements of the chosen postal service.

For ashes, we recommend:

• Using a securely closed, sift-proof container.

• Placing the container inside protective outer packaging.

• Cushioning the contents to prevent movement or damage.

• Including your name and order reference.

• Ensuring the sender's name and return address are visible on the outer packaging.

For hair, fur, breastmilk or other materials, please follow the specific instructions provided by Heartstones.

Customers must comply with any applicable postal restrictions.

Royal Mail currently permits human and animal ashes in quantities of up to 50 g per parcel, subject to specific packaging and service requirements.

Please check the latest postal guidance before dispatch.

6. Receiving & Handling Personal Elements

When personal elements arrive at Heartstones, we take care to:

• Check and identify the contents.

• Record their receipt.

• Label and securely store the elements.

• Keep individual commissions separately identified.

• Handle all materials respectfully throughout production.

We understand the importance of the trust placed in us when customers send irreplaceable personal elements.

Reasonable precautions are taken to protect them throughout the process.

7. Returning Unused Personal Elements

Any unused personal elements will be carefully packaged and returned to you.

Where appropriate, unused ashes, hair, fur or other personal elements will be returned alongside your completed jewellery.

We do not intentionally retain unused personal elements following completion of a commission unless a separate arrangement has been expressly agreed.

Return packaging and postal arrangements will take account of the nature of the elements and any applicable carrier restrictions.

If a particular service cannot accept the contents, we will contact you to discuss an appropriate alternative.

8. Production & Dispatch Times

Production times vary depending on the product ordered.

Estimated turnaround times are displayed on relevant product pages or confirmed during the ordering process.

For memorial commissions requiring personal elements, the production period normally begins once we have received the required elements and confirmed the necessary order details, unless otherwise stated.

Factors affecting production times may include:

• Product availability.

• Handmade preparation and curing.

• Bespoke manufacturing.

• Hallmarking.

• Design complexity.

• Customer approvals.

Production times and delivery transit times are separate.

Any agreed delivery dates and applicable statutory delivery requirements remain in force.

Where no alternative delivery period has been agreed, UK consumer law generally requires delivery within 30 days of the contract being made.

We will communicate significant delays and discuss the available options.

9. Delivery of Completed Orders

Memorial Jewellery

All completed memorial jewellery orders are securely packaged and dispatched using Royal Mail Special Delivery Guaranteed.

This tracked service provides delivery confirmation and compensation cover, subject to Royal Mail's terms, exclusions and the nature of the contents.

Any unused personal elements are carefully packaged and returned alongside the completed jewellery, in accordance with applicable postal requirements.

Customers will receive dispatch confirmation and tracking information when their order has been sent.

Non-Memorial Jewellery, Personalised Gifts & Homeware

Delivery services for non-memorial products may vary depending on the item's size, weight and value.

Available delivery options and charges will be displayed at checkout or confirmed before an order is accepted.

Delivery Responsibility

Heartstones remains responsible for completed orders during delivery in accordance with applicable UK consumer law.

Royal Mail's delivery guarantees and compensation arrangements do not replace or restrict customers' statutory rights.

10. Delivery Charges

Delivery charges are calculated or displayed during checkout, unless otherwise agreed.

Charges may vary depending on:

• Parcel size and weight.

• Delivery destination.

• Selected delivery service.

• Product value.

• Any additional handling or packaging requirements.

Any optional delivery upgrades will be identified before payment.

11. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery details.

Please contact us as soon as possible if an address needs correcting.

We will attempt to accommodate address changes before dispatch where possible.

Once an order has been dispatched, changes may not be possible.

Where an incorrect address supplied by the customer results in a returned parcel or additional delivery costs, reasonable redelivery charges may apply where legally permitted.

This does not affect your rights where a delivery problem results from an error by Heartstones or our appointed delivery provider.

12. Delayed or Missing Parcels

Occasionally, parcels may be delayed or lost during transit.

Personal Elements Sent to Heartstones

If a parcel containing personal elements has not arrived, please contact the postal provider and notify us.

We will assist where reasonably possible by checking our records and helping to establish whether the parcel has been received.

Responsibility for loss or damage during customer-arranged inbound postage will depend on the circumstances and applicable law.

Completed Orders Sent by Heartstones

If your completed order is delayed or missing, please contact us.

Where Heartstones has arranged delivery, we will investigate the issue with the postal or courier provider.

Under UK consumer law, goods generally remain the retailer's responsibility until delivered into the physical possession of the customer or a person identified by them, subject to applicable exceptions.

Where an order is confirmed lost or cannot be delivered, we will discuss and provide the appropriate remedy in accordance with your statutory rights.

We recognise that personalised and memorial items may not always be replaceable in the same way as ordinary retail products.

13. Damaged Parcels

If your order arrives with visible damage to the packaging or contents, please contact us as soon as reasonably possible.

Where available, photographs of the parcel, packaging and damaged item may help us investigate.

Please retain the packaging where reasonably possible until the matter has been reviewed.

Customers retain their statutory rights where goods arrive damaged, faulty or not as described.

There is no requirement to report damage within a fixed 14-day period to preserve those rights.

14. Collection & In-Person Handover

Local collection or handover of personal elements may be available by prior arrangement.

Appointments must be agreed in advance and are subject to availability.

Any applicable collection, delivery or travel charges will be confirmed beforehand.

Customers will receive appropriate instructions for arranging their appointment.

15. International Shipping

International online checkout is currently unavailable.

This includes orders from the USA, Canada and other destinations outside the United Kingdom.

International shipping may be introduced in the future once appropriate arrangements have been confirmed for finished products and, where applicable, personal elements.

International customers must not send ashes, hair, fur, breastmilk or other personal elements without prior written agreement from Heartstones.

16. Your Consumer Rights

Nothing in this Shipping & Delivery Policy excludes or restricts your statutory consumer rights.

Delivery obligations, remedies for missing or damaged goods and the passing of risk are governed by applicable UK consumer legislation.

Further information is available in our Terms & Conditions and Returns & Refunds Policy.

17. Contact Us

For questions about sending personal elements, delivery arrangements or an existing order, please contact:

Heartstones Ltd
23 Graig Park Road
Newport
NP20 6HD
United Kingdom

Email: accounts@heartstonesjewellery.com
Website: www.heartstonesjewellery.com

Heartstones® — Giving grief a place to go.