TERMS & CONDITIONS

At Polished Memories, I work hard to ensure my policies are fair, clear and transparent. Here you will find my terms and conditions, it is important to read these in their entirety.

T&C's: List

GENERAL

By ordering goods from Polished Memories it is understood that you have read the terms and conditions and agree to all parts without exception, if there is anything you do not agree with, please contact me before placing an order. Polished Memories reserves the right to refer customers back to this page if any issues arise that are covered here.

ORDERS

When an order is placed you will receive a confirmation email to say that the order has been accepted, the contract between us starts from the point the email is received.
When ordering a ring it is important that the right size is ordered, and this will be the customers responsibility to provide the right size. As rings are ordered in from my supplier I cannot change the size after you have submitted your order.
Whilst every effort is made for full resin keepsakes to be perfect, some small surface bubbles may be seen on the completed product due to their handmade nature, these don't affect the integrity and add to their uniqueness. As these pieces are made in moulds there is no way to guarantee a completely perfect piece, as some tiny bubbles can happen during the curing process and can't be seen until the piece is unmoulded.
Photos will be sent of the completed piece to make sure you are happy before sending.

AVALIBILITY

All orders are subject to stock availability, I keep a majority of pendants, charms and earrings in stock, but rings and bracelets may be ordered in from suppliers at time of ordering, in the unlikely event that the supplier is out of stock, there will be 2 options cancelling your order or waiting until the piece is back in stock (usually around 2 weeks).

AMENDING ORDERS & CANCELLATIONS

At the point of order colours will be chosen, if you change your mind please contact me as soon as possible. Once your jewellery is started it will not be possible to change colours as your inclusion can not be separated from the stone once the process has begun.

Cancellations are possible until the point your inclusion has arrived at the studio, if your inclusion has been sent then the return postage for your inclusion is your responsibility and will be taken from the amount refunded.

INCLUSIONS

Polished Memories can not be held responsible for any inclusion/horseshoes lost in transit. It is the customers responsibility to ensure that it is packaged correctly and has been sent using a suitable delivery option that gives the customer the reassurance of being able to track it on route should they want to.
Once Polished Memories has received your inclusion/horseshoes every care will be taken to treat it respectfully and securely to make sure that the correct inclusion/shoe is used. Inclusions will be stored securely with the relevant order details attached. I only work on one piece at a time to avoid any cross contamination or mix up. The order details remain with the inclusion/shoe until it is complete and ready to dispatch.
Any unused ashes or hair inclusions will be returned with the completed order.

TIMESCALES

I aim to have all jewellery and polished horseshoe orders completed and on the way home within 7 - 14 working days from the point I have everything here to complete your order (this may differ in the lead up to Christmas), this includes any jewellery that needs to be ordered in. I aim to have framed shoes complete within 3 - 4 weeks. If there is any delay I will contact you via email to discuss.
Custom silver or gold orders have a 6 - 8 week completion time as each piece is custom made to order.

UPDATES

Updates may not be possible every step of the way, as I need the time to focus on the delicate process of creating each stone to the highest standard. However if you have any questions you are welcome to message and I will reply as soon as possible. You can message my Facebook page Polished Memories or contact me via the chat function on the website.

COMPLETED ORDERS

Once your order is complete, photos will be taken and sent to your email address so that you can confirm you are happy with your order before it is sent.

DELIVERY

Every order will be sent by Royal mail to the address the order was placed with. It is the customers responsibility to make sure this address is up to date, Polished Memories can not be held responsible for orders sent to an out of date address.
If the order is a gift and requires posting straight to the recipient please state this at the point of ordering. I will ask you to confirm the address when your order is complete.
Please ensure that you choose the correct postage for your items when ordering.

RETURNS & REFUNDS

It is massively important to me that you are happy with your completed order as each is made by me personally, so quality control is my responsibility.
However in the unlikely event that you are not pleased with your order please read this section carefully.
As each piece is handmade with your personal inclusion returns and refunds are not possible unless faulty, and due to their handmade nature small surface bubbles are not considered a fault as mentioned above, this in line with Distance Selling Regulations.
Photos will be taken at each step of the process to ensure that all jewellery is sent in perfect condition before leaving the Polished Memories, and will be safely packaged to make sure they reach you in the same condition they were sent.
In the highly unlikely event that your jewellery does arrive damaged or faulty, please contact me within 3 working days so that the issue can be resolved without prejudice.
In the event your item does not arrive on time please contact me to discuss your options. Please allow up to 30 days from date of posting for your parcel to arrive. Although they generally arrive within 1-2 working days.

REMITTANCE TERMS

Full payment must be made before any completed orders are shipped.

PRODUCT GUARANTEE

All products come with a 1 year guarantee as standard. If your stone discolours or your horseshoe rusts or tarnishes within 1 year please contact me as soon as possible. Cremation ashes and hair stones can be re-coated with a clear layer. This is stone care is free of charge, though the customer will be responsible for return postage.
This does not cover damage caused to the setting that the stone is in, the chain that pendants are sent on or damage caused by neglecting to follow the care instructions.

CHANGES TO T&C'S

Terms and conditions amendments Polished Memories reserves the right to update these terms and conditions in line with changes that effect the business (market changes that effect the business, updating payment methods or changes in laws or requirements).