Delivery & Returns

When placing your order, the current processing time will be prominently indicated on the product page. The delivery costs, determined by the product design, potential express service, and delivery destination, will be calculated and displayed during the checkout process.

Since 2022 we have used Royal Mail for all of our delivery services. We are happy to confirm that our experience with Royal Mail has always excelled over that of other courier services, including DPD.

If you choose to have a complimentary Magic Printing Kit sent to you along with your order, it will be dispatched within one business day. Please allow up to five business days for its delivery. If there's an expedited service available, it will be displayed as an option during your checkout process.

All orders for jewellery that we incorporate ashes or hair into the piece on your behalf are provided with a collection kit. This will be dispatched within one business day and we ask that you allow up to five business days for its delivery. Full instructions on how to supply ashes or hair is provided within this kit.

The printing and collection kits will conveniently fit through your letter box and do not require a signature.

As our gold jewellery designs are often made to order, we instruct our casting house to start production upon order placement. However, we do hold stock of some designs. This means we can only provide an estimated dispatch timeframe of 3–8 weeks from when the ashes or hair are received. However, once your ashes or hair arrive, we’ll provide a more accurate turnaround time so you’ll know when to expect delivery.

Please note, due to the natural factors influencing our Ashes Keepsake process, such as temperature affecting drying time, we can't expedite or guarantee earlier delivery. Our commitment to never compromising on quality ensures each piece receives the time and attention it deserves to be perfect.

The completed order will be dispatched using a Royal Mail Tracked ID Verification service. Please note that the individual named on the delivery address at the time of ordering is required to show valid, in date Photo ID to accept delivery of Gold Jewellery

This also applies if you're collecting it from your local Customer Service Point or Post Office® branch.

The following is accepted as proof of identity:
Passport
Photocard Driving Licence
Foreign National
Military
Police Warrant
Royal Mail Employee
NHS or senior citizen bus pass

After we send out your order, it should arrive on your doorstep the following working day.

We offer Next Day Delivery for a select assortment of Jewellery, Printing Kits, and Vouchers. To take advantage of this service, select it at checkout before 1pm (Monday - Friday) and your order will be delivered the very next working day. Kindly note, this expedited service is unavailable during the Christmas holiday period.

For any orders placed with our express service, we use a Special Delivery service provided by Royal Mail. They aim to deliver these parcels by 1pm the next working day. However, please be aware that there are certain exceptions to this rule:

• Delivery by 5.30pm the next working day in the following postcode areas: AB30 - 39, AB41 - 45, AB51 - 56, HS1, HS3 - 9, IV21 - 28, IV40 - 49, IV51 - 56, KA27 - 28, KW1 - 3, KW5 - 16, PA20 (0&9), PA28 - 38, PA41 - 49, PA76 - 77, PH15, PH17 - 26, PH31 - 40, PH49 - 50, ZE1
• Delivery within two working days by 5.30pm to the following postcodes areas: HS2, PA60 - 75, PA78, ZE2 - 3
• Delivery within three working days by 5.30pm to the following postcode areas: KW16 - 17, PH30, PH41 - 44

To maintain the element of surprise, all our packaging is unmarked and discreet, ensuring no secrets are revealed prematurely.

Please be aware that as per our T&Cs, international orders may incur import duties and taxes. Hand on Heart Jewellery Ltd is not responsible for any additional charges. If these charges are refused by the customer the order will be returned to us and a cost to re-send the parcel will apply, refunds will not be issued for orders if the custom charges are refused. 

All prices on our website include VAT and we regret that we are unable to deduct or refund VAT for non-VAT countries.

The cost of delivery to these areas will be calculated at checkout. We ask that you allow 10 days for delivery of all print kits, and that prints are returned within 14 day of receipt. Please then allow 28 days from prints/artwork being supplied for delivery of the jewellery. Please note that printing kit only orders, and express services are unavailable internationally.

Orders that require ashes or hair to be supplied to our Studio are unavailable to the USA, Australia or New Zealand. For orders originating from the Channel Islands, the arrangement and payment for postage to send the ashes or hair to us will need to be handled by you.

Please note that gold jewellery is unavailable for international delivery but is available to those addresses in the Channel Islands.

All of our outer packaging for orders is unbranded and discrete to ensure that no surprises are spoilt. However, please note that invoices and customs labels are included on orders being delivered to all international locations. 

You're welcome to return any unworn jewellery within 7 days of receiving your order (excludes any personalised items). The cost of returning the item is your responsibility and postage cannot be refunded. The exception to this is if the product is faulty, in which case your postage will be refunded. We strongly recommend using a postal service which has full insurance for the contents. You will be responsible for the jewellery until it arrives safely at the studio. Before returning any items, please email studio@handonheartjewellery.co.uk quoting your order number and details of your return.

We regret that we are unable to exchange any personalised items. The exception to this is if we have incorrectly made your order, made a mistake, or your item is faulty. If you believe this to be the case please email studio@handonheartjewellery.co.uk within 7 days from receiving your order to ensure that we can rectify your order as soon as possible. On receipt of your email or letter, you will be contacted with details of a solution and return details. If the item is agreed to be faulty you will be refunded fully for postage. If the item is not found to be faulty, the cost of returning the item to you will be chargeable.