Terms of service

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 us at:

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 materials 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 only confirmed 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.

 

This includes (but is not limited to):

 

• Memorial jewellery containing ashes, hair, fur, or other materials
• Custom sizes, finishes, colours, or materials
  

Please ensure all order details are correct before confirming your purchase.

 

 

5. Ring Sizing

 

Where applicable, ring sizes are provided by the client.

 

We may supply ring sizers or sizing guidance as a courtesy; however, 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, we cannot accept responsibility for sizing errors once production has begun. Resizing may not be possible for certain designs or materials.

 

 

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, please contact us as soon as possible.

 

 

7. Turnaround Times

 

Any turnaround times provided are estimates only.

 

As each piece is handcrafted, completion times may vary due to:

 

• Design complexity
• Material preparation, curing, and setting times
• Hallmarking requirements

We will always communicate any significant delays.

 

 

8. Client-Supplied Materials

 

If you supply ashes, hair, fur, or other sentimental materials:

 

• All materials are handled with the utmost care and respect
• Only a small portion is typically required
• Remaining materials will be returned where possible

While every reasonable precaution is taken, Heartstones cannot be held responsible for loss or damage beyond our reasonable control once materials have been received.

 

 

9. Sending Materials to Us

 

Where client-supplied materials or personal elements (including ashes, hair, fur, or other sentimental items) are required, we will provide a return shipping label as part of the postal kit.

 

The provided return label must be used within 5 days of issue. If the label expires or is not used within this time, the client is responsible for arranging and covering the cost of postage.

 

All materials must be sent using a tracked postal service. Proof of postage and tracking details should be retained by the client.

 

While we take every reasonable step to assist if an item is delayed or lost in transit, Heartstones cannot be held responsible for items that go missing or are damaged while in the care of postal or courier services. This is particularly important where materials are irreplaceable.

 

Once materials have been received by us, they are handled with the utmost care and respect.

 

 

10. In-Person Handover

 

If a client prefers not to send materials by post, an in-person handover may be arranged by prior agreement.

 

Any meeting for the purpose of material handover must be arranged in advance and is subject to availability. All costs associated with attending such a meeting, including travel or related expenses, are the responsibility of the client.

 

Materials 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

Hallmarked items may experience slight delays due to the independent hallmarking process.

 

 

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 item 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
• Refunds are assessed on a case-by-case basis
  

Non-custom items (where offered) may be returned within 14 days of receipt, provided they are unworn and in original condition.

 

 

15. Use, Safety & Wear

 

Jewellery should be worn with appropriate care and attention.

 

Rings and other jewellery items may pose a risk if worn during unsuitable activities, including but not limited to 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 the materials used in their jewellery and wearing items appropriately.

 

Heartstones cannot be held responsible for injury, damage, or loss arising from improper use, 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 loss or damage arising from misuse, failure to follow care guidance, or inappropriate use of jewellery.

 

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any matter which cannot be limited or excluded under UK law.

 

 

17. Intellectual Property

 

All content on this website, including text, designs, imagery, and branding, is the property of Heartstones Ltd and may not be copied, reproduced, or used without prior written permission.

 

 

18. Privacy

 

We take your privacy seriously. 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 shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

20. Changes to These Terms

 

We reserve the right to update these Terms & Conditions at any time. The version in force at the time of your order will apply.