Keepsake Jewellery By Elle | Please ensure you read our Terms & Conditions prior to purchase

Terms and conditions

By placing an order, you are accepting and agreeing to the terms and conditions set by Keepsake Jewellery by Elle.

Cancellation of order/Change of mind:

If you have changed your mind on an order, and wanted something else, please let me know at the earliest opportunity and we can discuss what you would like to change it to. Once I have received your setting and inclusion, this would be the point where it is too late to change anything. These are bespoke pieces made for you and once created, cannot be undone or resold, therefore I cannot change the order past this point, and I cannot reimburse you.

If you wish to cancel an order, there is a 24 hour cool off period from the time your payment is received to 24 hours after this, whereby you may cancel your order and have a full refund. If you want to cancel after this cool off period this will be done at a charge of 50% of your order to cover admin costs, and the cost of buying in your settings in from my suppliers, which are non-refundable to myself.

Ordering Process:

Due to the bespoke nature of my business, I ask for full payment at the beginning, as you would with any shop. Once you have placed your order, I will send you an invoice with payment details, address to send your chosen inclusion to and any other information needed. The order will then start to be processed for you once payment has been received, and inclusions will need to be sent to me promptly, in order for me to fulfil your order in a timely manner. I will then estimate your item to be ready 2 – 4 weeks after this – I shall keep you updated throughout the process as these times may vary if I have to wait for items to come into stock, although that is a rarity. This timescale is an estimate only and have the right to change this should there be any unforeseen delays, however your pieces will be made by me promptly and I will try my best to get pieces ready for a special occasion, if you let me know of this at the earliest opportunity, I will let you know if this is possible.

Postage:

There will be 2 instances where using the postal service takes place (unless you are local and we have come to a meeting agreement):

1) When you send your chosen inclusion to me, please make sure you do so securely and clearly labelled with your name, phone number and order number: Particularly ashes need to be double bagged in a small Ziplock bags – I will only need a heaped teaspoon of ashes. Do not sent everything you have to me, always make sure to keep some back. I cannot take responsibility for inclusions while they are in the post... only once they are safely in my care. I will inform you when I have received the inclusion by email or message.

2) When I send your completed order package, I will send it tracked by Royal Mail to be as secure as possible. This postage price will not exceed £10 and I will let you know the price in the initial email.

Packages will be posted out only to the address given in the original order. I will only conduct communications with the original person that places the order.

If you move house, it is your responsibility to provide me with the correct address.

CareSheet:

Please read and understand the care sheet provided in your package.

I vigorously test my own pieces and they do withstand a lot, and still look good HOWEVER to get the best out of your piece(s) I recommend them for a slightly more gentle life, maybe consider occasional wear. Make sure you take pieces off when you know you are going to do heavy work and adhering to my care sheet will help you get the best out of your jewellery.

I inspect each piece before and after I have created your bespoke piece to make sure they are in perfect condition, therefore any damage will have occurred after this, so I will not be held responsible for any damage that occurs once the item(s) are in your possession.

If you do incur any damage to your pieces after receipt of items, I am NOT obliged to replace, refund or repair your piece, however I do encourage you to be in touch and I will make every effort to see what I can do to help, as I may be able to repair for you... (there may be an additional cost for this depending on the damage sustained), however most damage to the silver parts cannot be repaired by myself.

Apperance:

As mentioned, each piece is carefully and respectfully crafted by myself.

I use a professional jewellery grade resin to create each piece.

Each piece is absolutely individual. Colours may differ slightly to photos. No two pieces of ash are the same and has colour differences too. I will communicate with you at the beginning with you how much ashes/hair you would like to be visible and create accordingly.

Please note that some hair can turn transparent in the resin, especially fine white or blonde coloured hair. I will of course test at the beginning and let you know how your hair inclusion will show up. Sometimes I can make it show by adding more than I usually would, but even then, sometimes this may not be possible. However, the hair would be in there, just maybe not as visible as you anticipate.

The suppliers I buy from are highly trusted and UK based. They produce high quality settings in solid silver (and gold). A lot of the pieces are Hallmarked, but some are not – they are still solid silver, it just means when they are lighter items in weight, they are not required to be hallmarked. I only use these suppliers so that I can fully trust what I am buying and making for you.