Terms & Conditions

Timeless Memorials

GENERAL TERMS AND CONDITIONS

Please take a moment to read these terms and conditions fully. They work alongside the helpful details provided in our FAQ section and are essential for a smooth experience. By placing an order with Timeless Memorials, you confirm that you've read and agree to all parts of these terms without exception. If anything is unclear or you don't agree with a particular point, please contact us before placing your order.

Timeless memories reserves the right to refer customers back to this page if any issues arise that are covered here.

Timescales

For our current production times, please refer to the FAQ section of our website but we aim to have your jewellery to you in 5-8 weeks.
Please understand that all listed timescales are estimates only, and delays can sometimes occur. We'll always contact you via email to discuss any potential delays.
Your estimated completion timescale begins from the day your inclusions arrive with us. Any delay in sending your inclusions will mean your order joins the current waiting list at that time.

Placing Your Order

Using Product Photos: We sometimes use photos of your finished jewellery for advertising. If you'd prefer us not to use an image of your specific purchase, please let us know as soon as possible after placing your order.

Availability & Inclusions:

All orders depend on stock availability. While we keep some items in stock, some settings, especially rings, might need to be ordered from suppliers. If a setting is out of stock, you'll have the choice to cancel your order or waituntil it's available again.
We'll only order your chosen settings/products from third parties once we've received your inclusion. Delays in sending your inclusion could mean your chosen setting isn't available when your inclusion arrives. To avoid any disappointment, please send your inclusions to us as soon as you can.

Amending or Cancelling Orders

You can cancel or amend your jewellery setting or memorial gift choice right up until your inclusion arrives with us. If you cancel, the cost of returning your inclusion will be deducted from your refund.
Once we've ordered a setting/memorial gift from a third party on your behalf, we are not obligated to offer a full refund if you cancel. Similarly, if you change your mind about the item you've ordered, we may not be able to change the setting or offer a full refund.
Once we've started crafting your order, colours, designs, or settings cannot be changed, as it's not possible to separate your inclusions from the resin. At this stage, we are not obligated to issue a refund.
If we haven't received your inclusions within 4 weeks of your order, we reserve the right to refuse any refunds.

Delivery

Sending Inclusions to Us:

You are responsible for safely posting your inclusions to us. Timeless Memorials cannot be held responsible or liable if they go missing in transit to us.
Please ensure your inclusion is securely packaged and that you choose the correct delivery option and payment. Our FAQ page provides guidance on how to prepare your inclusion for postage.
You cover the cost of postage for inclusions sent to us. Any additional costs we incur due to incorrect postage payment will be charged to you, and your order will not be released until these are paid in full.

Receiving Your Completed Order:

All completed orders are sent via Royal Mail 24hr Tracked Service or Special Delivery.
We'll send your order to the address linked to your PayPal account or the address you provided when ordering. It's your responsibility to ensure this address is up-to-date and correct. Timeless Memorials cannot be held responsible for orders sent to an outdated address.
If your item doesn't arrive on time, please first check the tracking number provided upon dispatch. If you can't resolve the issue, please contact us. Please allow 30 days from the posting date for your parcel to arrive.
Timeless memorials cannot be held responsible for the loss of your inclusions when your completed order is in transit back to you.

Product Guarantee, Returns, and Refunds

Every item is lovingly handmade, and we take immense pride in our quality. Your happiness with your completed order is incredibly important to us. In the unlikely event you're not satisfied, please read this section carefully.

Care Instructions:

Care instructions are available on our website and will be sent with your order. It's crucial that you read, understand, and follow these instructions to maintain your jewellery's longevity.

Returns and Refunds:

Due to the bespoke nature of our items, which are uniquely made with your personal inclusions, we do not offer refunds on completed orders except under specific conditions:
- If an item becomes defective due to a clear manufacturing fault (not your fault). In this case, within 6 months of you receiving your item, we will first attempt a repair. If repair isn't possible, we'll replace the item with the exact same product. If the original item is unavailable, you'll have the choice of another item of equivalent value or a refund.
- We are not obligated to repair or replace snapped pendant chains unless they are proven to be faulty. However, if this happens, please contact us, and we can assist with replacements at a small cost.
- If you accidentally damage your item, we are not obligated to refund, repair, or replace it. However, we'll do our best to help resolve the issue, but this will be at an extra cost to you.
- We reserve the right to request any damaged items back for inspection, at your cost. If inspection confirms the damage was not your fault, your postage cost will be refunded, and we'll discuss further options. If the damage is deemed accidental, you'll be responsible for the return postage of the item.
While we strive for perfection in our handmade items, tiny surface bubbles may occasionally be visible. These are normal for handmade resin products and do not affect the integrity or quality of the item, therefore they are not considered a fault.
When ordering a ring, it's essential you order the correct size. This is your responsibility, and no refunds or exchanges will be given for rings ordered in the wrong size. Please see our FAQ page for guidance on how to measure for a ring.
If a refund is agreed upon, the initial costs you incurred for posting your inclusion to us will not be refunded.
Do not return items without prior agreement. If you return an item without arrangement and the damage is deemed accidental, we will retain the returned product until you pay any additional amount for redelivery to you.
In the highly unlikely event your order arrives damaged or faulty, please contact us within 3 working days of receipt so we can resolve the issue swiftly and fairly.

Payment

Full payment must be made before your completed order is dispatched to you.

Updates to Our Terms & Conditions

Timeless Memorials reserves the right to update these terms and conditions periodically to reflect any changes affecting our business.

Terms & Conditions

Timescales

Placing Your Order

Amending or Cancelling Orders

Delivery

Product Guarantee, Returns, and Refunds

Every item is lovingly handmade, and we take immense pride in our quality. Your happiness with your completed order is incredibly important to us. In the unlikely event you're not satisfied, please read this section carefully.

Care Instructions:

Care instructions are available on our website and will be sent with your order. It's crucial that you read, understand, and follow these instructions to maintain your jewellery's longevity.

Returns and Refunds:

Due to the bespoke nature of our items, which are uniquely made with your personal inclusions, we do not offer refunds on completed orders except under specific conditions:

We are not obligated to repair or replace snapped pendant chains unless they are proven to be faulty. However, if this happens, please contact us, and we can assist with replacements at a small cost.

If you accidentally damage your item, we are not obligated to refund, repair, or replace it. However, we'll do our best to help resolve the issue, but this will be at an extra cost to you.

While we strive for perfection in our handmade items, tiny surface bubbles may occasionally be visible. These are normal for handmade resin products and do not affect the integrity or quality of the item, therefore they are not considered a fault.

When ordering a ring, it's essential you order the correct size. This is your responsibility, and no refunds or exchanges will be given for rings ordered in the wrong size. Please see our FAQ page for guidance on how to measure for a ring.

If a refund is agreed upon, the initial costs you incurred for posting your inclusion to us will not be refunded.

Do not return items without prior agreement. If you return an item without arrangement and the damage is deemed accidental, we will retain the returned product until you pay any additional amount for redelivery to you.

In the highly unlikely event your order arrives damaged or faulty, please contact us within 3 working days of receipt so we can resolve the issue swiftly and fairly.

Payment

Full payment must be made before your completed order is dispatched to you.

Updates to Our Terms & Conditions

Timeless Memorials reserves the right to update these terms and conditions periodically to reflect any changes affecting our business.