Return/Refund Policy

CANCELLATION

If you request to cancel your order prior to manufacturer of the product, then we will cancel your order and arrange a full refund. If the Keepsake has already started the manufacturing process then unfortunately no amendments or cancellations will be possible.

RETURNS

We put a lot of care and attention into everything we make and hope you will be delighted with your purchase, but should a problem occur, please contact us so we can help resolve it. In particular, prior to the creation of your keepsake, PLEASE triple check all the information on your invoice as this information will be refferenced when creating your keepsake, in particular, check colour, size and chain legnths etc. All memorial pieces will have minimal ashes on show BY DEFAULT however if you want ashes to be more visible within the piece, please let me know prior to creation.

After sales support. Upon delivery of your new keepsakes, please check your purchase carefully when you receive it. In the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this FREE of charge. Due to the nature of sterling silver it can be subject to tarnishing and oxidization if left untouched for long periods of time; If you are gifting to a loved one, please ensure that you regularly check the silver to ensure that the surface of the metal is not effected. - Tarnishing is NOT a reflection of the quality of the metal rather environmental factors. Find out more about silver care by clicking HERE.

Please note, everything created by Forget-Me-Not Keepsakes is personalised, bespoke and made-to-order to your specific requirements, and as such are non-refundable, unless faulty or supplied incorrectly. To limit the possibility of disappointment we advise you check your order details very carefully, particularly any engraving request.

Incorrect goods: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. Providing that we determine that an error on our part has occurred, then we will arrange for replacement goods at no additional cost to you.

Faulty goods: In the unlikely event that goods are received  faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. Upon receipt of your returned goods, we will either repair or replace your goods, whichever is appropriate, at no additional cost to you.

REPAIR

We guarantee our work for one year, so in the unlikely event your jewellery requires repair, please contact us. This guarantee does not extend to damage caused by obvious misuse, to lost or stolen goods, or to general wear and tear such as surface scratches/chemical damage (Eg, perfume, lotions etc). We are still able to help with repairs to jewellery purchased more than a year ago, but there will be a charge for the repair in this instance.

Resin Keepsakes: Please ensure you choose the correct ring size when placing your order. Resin is a heat-sensitive material and cannot withstand the heat required for our standard repair process. Therefore, resizing in our workshop is not possible. However, depending on the ring style, we may be able to repair keepsakes using an alternative technique. Please note, there is no guarantee this method will be durable long-term, but it is an option we can explore if necessary.

Glass Keepsakes: In the rare event that your glass keepsake cracks or shatters, rest assured that a repair can be carried out. The broken glass can be fused again in the kiln. If this happens, please carefully collect the broken pieces and return them to me as soon as possible, along with your jewelry.

While stones can be re-made free of charge, there may be a small fee to make adjustments to the jewellery to accommodate the new stone. This fee is determined on an individual basis.

REFUNDS

Should a refund be agreed, then once your return is received your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take several days to show up on your account, depending on your bank. 

Returns for a refund will not be accepted if keepsakes contain cremated remains - Due to the legal guidelines surrounding ‘safe disposal of cremated remains’ I do not consent to have responsibility disposing of your loved ones remains. Cremated remains are incredibly precious and I will do my best to create something you love but if I have failed on this occasion we will do everything we can to put it right. - but I will not be responsible in disposing of any ashes.

SHIPPING

Please return your product by post to:

Forget-Me-Not-Keepsakes,

Unit 7a, Westward Business Centre, Mill St, Crediton, EX171HB

If you are shipping an item over £50, you should consider using Royal mail's Special Delivery service, or a similar trackable shipping service which includes insurance AND usually guarenteed next-day delivery.