We do only accept orders via our website, but we are here if you need any help. You can contact us via our Contact Page, or via our social media pages.

We accept all major credit/debit cards, as well as payment in installments using Klarna.

An order confirmation email will be sent to the email address entered on your order within 30 minutes of it being placed. Please check your junk or spam folder if it does not arrive in your inbox. We ask that you check your order information closely and contact us right away if there is anything you would like to change.

As long as your order has not entered production, our customer service team would be happy to help you make any necessary changes. If you do need to change anything on your order, we recommend contacting us as soon as possible and before your prints, ashes or hair are returned to ensure we are able to do so.

We would be sorry to see you go but if, for any reason, you wish to cancel your order you are able to do so within 14 days from your order being placed. This is your "cooling-off period". Please note that this does not apply if we have already started creating your order.

If printing kits have been dispatched, a £5 charge for each kit will apply to your cancellation.

The majority of our jewellery pieces are designed to shine on their own and therefore are unsuitable for the addition of extra charms.

The reason behind this is that attaching another charm to your necklace chain or bracelet can cause the charms to collide and grind against each other. This friction can lead to scratches on your charms and potentially cause damage that can't be fixed. While sterling silver is a sturdy material, it's still susceptible to scratching when it comes into contact with another metal. Please note, adding more than one charm to a necklace, or wearing your jewellery against our recommendations, will lead to the cancellation of your warranty.

Even though we do advise against adding new charms to existing jewellery pieces, we have numerous options for you to safely introduce another charm into your collection. Some suggestions are:

- Wear an additional necklace at a varied length to achieve a fashionable layered look

- Add another bracelet to your ensemble for a layered effect

- Pair a matching bracelet with your necklace

- Craft a brand new piece which combines both your original and new prints

Throughout our journey spanning over 15 years, we've seen our processes evolve in sync with technological advancements and the growth of our company. This means the charms we craft today bear notable differences from the ones we made in the early years. Each piece we create carries its own unique appeal and may not resemble a piece from the past, particularly if they were bought at different times. Please note, we don't assure an exact match between charms purchased separately.

1. After you place your order, we'll send you an ashes collection kit via Royal Mail. This kit will be linked to your unique order.
2. Once you receive the kit, you'll find a measuring spoon inside. Use this spoon to collect a small portion of the cremation ashes. (Please note that we only require a small amount of Ashes - one teaspoon will make up to 6 pieces).
3. Place the ashes into the special bag provided in the kit and seal it securely.
4. Use our free return service to send the pack back to us.

In instances where there are leftover ashes post-production, we make it a point to return them to you along with your finished piece.

Throughout this journey, we pledge to keep you constantly informed, updating you at each step of the process. Your comfort and peace of mind are paramount to us, and we aim to make this experience as smooth and respectful as possible.

We recommend that half a teaspoons worth of cremation ash is enough to create around 3 pieces of jewellery as we do only use a small amount in each piece. If you have placed an order for multiple pieces, we would recommend supplying a full teaspoons worth and we will be sure to return any unused ashes with your finished jewellery.

If using hair, we would ask that a small lock is provided, to achieve our signature look we will only use a few strands of hair and any unused hair will be returned to you.

Customers often request us to incorporate ashes from multiple individuals into a single piece, and this is certainly feasible. While some customers are comfortable with blending the ashes in one collection bag, others prefer separate containment. If you're in the latter group, we can provide two distinct bags for the ashes. Please make sure to let us know along with your order number after you place the order, and we'll arrange this for you.

When you order a piece of jewellery made from one person's ashes or hair, we will provide a single collection tin as standard. If you would like two sets of ashes to be combined into one piece, we will still supply one collection tin into which you can place both sets of inclusions. For orders with multiple pieces of jewellery using inclusions from different individuals, we will send one collection kit per person named on the order.

However, we completely understand if you would prefer to keep the ashes or hair separate until they are combined in your jewellery. If this is the case, we would just ask that you contact us on studio@handonheartjewellery.co.uk so that we can accommodate this for you.

We kindly request that you return the Ashes Collection Pack to us within 7 days upon receipt. This aids us in managing our workflow and preventing an overwhelming influx of ashes all at once. However, we understand that circumstances might not always permit this. Please be assured that if you're unable to return the ashes within the 7-day period, we offer a flexible extension of up to 6 weeks. If you have any concerns or questions about returning the ashes, please don't hesitate to get in touch with us. We're here to assist and will do everything we can to help.

Before placing your order, we kindly ask you to double-check your ring size to ensure it is correct, as once our memorial ashes rings have been created, they cannot be resized.

Please note that not all jewellers use the same ring measurements as we do. To ensure your ring fits perfectly, we highly recommend using our own ring sizer, which you can purchase from our website here.

It's also worth noting that rings with thicker bands tend to fit a little tighter, so you may want to size up slightly to ensure a comfortable fit. You can find more information about how to find the perfect fit in our article here.

Hair or fur can be used in place of Cremation Ashes in some of our pieces. Please contact us if you would like to use hair instead of Ashes so we can advise further.

Alternatively, we have a range designed specifically for hair which you can view here. The process is very similar and instead of providing Cremation Ashes in the Collection Pack we send you, you just need to pop the hair in there instead

Pet Cremation Jewellery is extremely popular and is a beautiful way to keep your beloved pet with you forever. Our specialist Designers will very carefully layer the Cremation Ash in your chosen design which includes necklaces, charms, rings and cufflinks. View Pet Ashes Jewellery

We're delighted to offer a range of high quality Ashes Jewellery in solid gold. View Gold Ashes Jewellery.

All of our self-fill jewellery is provided with everything you will need to add a small token of cremation ashes or a small amount or hair at home, so you do not need to supply anything to our studio

Of course, you can use as many sets of ashes within your self-fill jewellery as your would like.

This will differ depending on the design you order. Our range of self-fill cremation ashes jewellery is designed to hold a small token of ashes, but each piece will differ sightly. Please do get in touch if you have any questions about specific designs.

When placing your order, please select "Send me a Free Printing Kit" from the options. Your kit/s will be dispatched within two working days of your order being placed via 1st Class Royal Mail. 'Express Service' orders will have kits dispatched within 1 working day by Royal Mail Special Delivery

Absolutely. All prints are miniaturised, keeping all of their unique detail, meaning that no print is too big or too small for our process.

These kits are designed with young babies, wriggly toddlers and pets in mind! There's no ink or mess involved. You can view our video of taking some prints from a baby here.

There will be one kit per person in the pack. One kit provides ample space to fill an A4 size paper with prints. However, if you wish to purchase extra kits, you can do so here.

Yes, of course. You can order kits without purchasing Jewellery here. If you later decide to order jewellery, select "I already have prints I want to use" from the options when placing your order.

Absolutely. Our Inkless printing kits are from a supplier in the USA who also supplies all the maternity hospitals with these kits. They are designed for taking newborn handprints, as in the US this is used for identification purposes. We have been using these kits for over 15 years and have never had any issues with skin irritation. With all solutions applied to the skin, there is a small chance of irritation so these wipes do have to hold warnings to comply with any product designed to touch the skin. We spend a lot of time researching and testing all of our products and would never use anything that would harm any child, adult or pet.

Prints or artwork are not altered in any way, as this would take away from the unique idea of using loved ones' prints and the prints will appear on the jewellery as they are in the images supplied. However, our designers will remove any marks or smudges from around the artwork or prints. Please do get in touch if you have any specific request for our designers when working with your prints.

Most of our Jewellery isn't suitable to add more prints to. You can view more information here.

When you place an order with us, we reserve a design slot to create your unique handcrafted piece. To keep everything on track, we typically need your prints within 8-12 days (or 28 days for international orders). If you’re unable to send them within this time, don’t worry—you have up to 12 weeks to provide them. However, this will extend your delivery timeframe up to 6 weeks from when we receive your prints. For more details, please see more information here.

Ideally, we require an ink print taken on paper for the best results. In some circumstances, we have been able to work with moulds of prints. Please contact us if this is your only option. 

When placing your order, please select "Send me a Free Printing Kit" from the options. Your kit/s will be dispatched within two working days of your order being placed via 1st Class Royal Mail. 'Express Service' orders will have kits dispatched within 1 working day by Royal Mail Special Delivery.

The kits have been designed so that you can take fingerprints quickly and easily. We would recommend taking as many prints as possible, using different fingers and thumbs, to offer s good range of prints for our designers to work from.

You can view a video of taking Fingerprints here.

There will be one kit per person in the pack. The fingerprint kits are a5 in size and have plenty space to take lots of fingerpints, we would recommend taking as many as possible.

Our fingerprint jewellery has been designed to hold your loved ones true fingerprint , meaning that it will be shown on the jewellery exactly as it is on the original print. Therefore, the prints will not be edited but we may clean up any marks or smudges from around the edges of the print.

We've been making Handwriting Jewellery for nearly 14 years and due to the progression in technology, our process has changed significantly over the years. Our unique process now uses a combination of both traditional Jewellery making skills and advanced laser machinery.

Absolutely. We can work with any handwriting and we have lots of parents who create beautiful keepsakes using their childs true handwriting.

We can create our Handwriting Jewellery using a sample of handwriting taken from almost anywhere. Our Designers are specialists in carefully miniaturing the handwriting, while keeping it an exact replica of that you provide.

Absolutely. We often have customers provide us with a number of different notes and request that we take certain words out of each to create their Handwriting Jewellery. If you would like to discuss this further, please don't hesitate to Contact Us and we'll do everything we can to help.

This does depend on which item of jewellery you would like to order, the recommended message length is usually detailed in the product description but do not hesitate to contact us if you have any questions at all about your message.

Print & Handwriting Jewellery
As you place your order, our current turnaround will be clearly displayed on the product page, at checkout and on your order confirmation email. An express service, if available, will be also be offered at checkout.

Please be aware that certain postal codes may necessitate additional delivery time. You can view more details here >

Ashes & Hair Jewellery
Upon receipt of the ashes or hair in our studio, the creation of your bespoke piece will commence. We estimate around 21 days for this crafting and dispatch process. Please note, due to the natural factors influencing our creation 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 service. After we send out your order, it usually takes around 2-3 days for it to arrive at your doorstep.

Please do be advised that the dispatch services for Gold Jewellery may differ, and this will be confirmed at checkout.

In 2022 we made the decision to use Royal Mail for all of our delivery services. While there was some disruption in late 2022, our experience with Royal Mail has always excelled over that of other courier services, including DPD.

Your finished order will arrive in an unbranded mailing box (we don't want to spoil any surprises!). Each piece of jewellery comes beautifully presented in either a Luxury Gift Box or Velvet Pouch at no extra cost to yourself. Gift Bags, if required, can be added as your place your order.

We are able to ship our print, handwriting and self-fill jewellery to the following locations;
- Channel Islands
-USA
-Australia and New Zealand.

We regret that we are unable to offer delivery to other destinations, including Northern Ireland and the Republic of Ireland.

Resin Ashes Jewellery
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 cost of delivery will be calculated at checkout

You will receive an order confirmation email once your order is placed, which will confirm your delivery details. If you wish to change your delivery address for your order, please contact the studio immediately by emailing studio@handonheartjewellery.co.uk.

Please note that updating your delivery address details on your online account will NOT update your delivery address on any open orders.

We're committed to creating jewellery of the highest quality and so are happy to be able to offer guarantees with our ranges of print jewellery.

The guarantees offered do differ depending on the style of jewellery you order, you can find out more about these here.

At Hand on Heart, we understand the importance of your memorial ashes jewellery and are dedicated to ensuring its enduring quality.

We want you to be able to wear your jewellery with confidence and so offer a lifetime no-fade guarantee on all engraving, whether in a loved ones handwriting or our own font. Additionally, we are pleased to be able to extend a 12-month guarantee against manufacturing faults and on all fittings, allowing you to wear your cherished piece with confidence.

Please be aware that this guarantee is subject to conditions. Misuse (including water contact), damage, removal from original fittings, addition to another piece of jewellery, or use with unapproved accessories may void the guarantee.

Should you have any concerns or questions about the condition of your memorial ashes jewellery we would encourage you to reach out to our friendly customer service team who will do all they can to assist you.

If your item of jewellery has been damaged we may be able to offer a repair service at a small cost, which can include replacing clasps, fixing clasps, replacing leather and re-polishing charms. If you would like your piece repaired, please contact us with details of the fault and a member of our Customer Service Team will be more than happy to help.

We want to ensure your jewellery stays as beautiful as the day you received it. To keep it looking its best for years to come, we've compiled a set of care instructions which you can see here.

we would recommend following closely these tips to help preserve the quality and appearance of your unique pieces of jewellery.

Although the bast majority of our jewellery is intended for everyday wear, we would always recommend removing it before bathing, exercising or swimming so that it does not get wet. The reason for this is that water can cause sterling silver to tarnish and discolour.

Should you have questions about maintaining and caring for your Hand on Heart Jewellery, our friendly team is always ready and eager to assist you. You can contact us via email at studio@handonheartjewellery.co.uk or using the 'Contact Us' form on our website.