OUR STORE POLICIES

Transparency and Care

At The Silver Keepsake Company, we want to give our customers the best shopping experience. That’s why we believe our store policies should be fair, clear and transparent. Read about them below, and contact us with questions.

 

OUR SHIPPING POLICY

Please read our shipping policy carefully when placing an order as when placing an order this policy will form part of a legally binding contract. We will assume that by placing  an order you have read and agree to these terms. 

At present we are able to ship worldwide but unfortunately postal regulations mean we are unable to ship jewellery to australia. 

All orders are shipped recorded delivery in order that your piece is insured.


Gift items will not be marked as such on customs forms and all custom forms will show correct product value.




SHIPPING 

Please note that items sent outside the UK may be subject to import duties, fees and taxes. Any additional fees incurred are the responsibility of the customer. If you are unsure, we recommend that you contact the appropriate authorities prior to purchase. We cannot refund an order if it has been delayed or if you have received import duties.

If you miss a a parcel from us and receive notice from Royal Mail to say that they've attempted delivery, it is your responsibility to ensure that you collect it within the time frame given by them. Failure to collect on time will result in it being returned to us and you will be liable to pay us for the additional P&P costs at a rate of £4.95.



Shipping times


Every piece that is bought from us is handmade to order. For this reason we currently have a lead time of 6-8 weeks. This time may decrease or increase during busy or quieter periods. If you need your piece urgently or by a specific date please contact before ordering also that we can discuss this with you. Priority service is possible at additional cost but if timing is not discussed with us prior to you placing your order we cannot guarantee delivery any sooner than our average of 6-8 weeks. By placing an order we assume that you are understanding and in agreement of this


----




 
cremation ashes ring

OUR RETURN POLICY

The Small Print

Please read this section carefully. By placing an order we take it that you have read and agreed with these terms.

RETURNS


----


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.




Non-returnable items:

* Gift vouchers

* Gift sets

*any item made specifically for you and in your size or rings



  • any item that is personalised in any way




  • Any item made using prints or elements such as hair or ashes



To complete your return, we require a receipt or proof of purchase.


RETURNS

All jewellery is custom made by hand, therefore there are no refunds or 
 exchanges given for change of mind. Please check all details listed with the 
item before placing your order. We reserve the right to judge our own quality and we do our absolute best to send out to you the highest quality pieces. Micro bubbles in resin, small imperfections in handmade silver pieces will not be regarded as reason for refund or exchange.
 If a piece of jewellery arrives damaged or broken, please contact us within 14 working days so that we can try to rectify this for you. Please note that all pieces are photographed by us prior to being  shipped.
 If there is an error on our part such as a spelling mistake on a customised piece we will replace the item for you. We cannot remake or refund without being in receipt of the original item. You can arrange returns via the Facebook messaging service or by emailing info@thesilverkeepsakecompany.co.uk within 14 business days. 

Please note - we will not be held responsible for the following: 
  


  • If a product has been modified, changed or repaired by someone other than The Silver Keepsake Company


  


  • Any faults or defects from wear and tear or lack of proper care and 


    cleaning.


  


  • Any defects resulting from neglect, accidental damage or misuse


  


  • Any irregularities in the settlement of inclusions within the resin. This includes any colour, glitters or shimmers.


There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery


Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  You have 14 days to notify us of any issue with you order and 30 days to return it to us. We will  notify you once we have received your return and discuss options with you. If the piece is found to be faulty damaged or incorrect with the fault on our part we will offer either repair replacement or refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@thesilverkeepsakecompany.co.uk.


Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges (if applicable)

We only replace items if they are defective or damaged or if text personalisation is incorrect (this only applies if the error has been made by us). If you need to exchange it for the same item, send us an email at info@thesilverkeepsakecompany.co.uk and send your item to: 


The silver keepsake company

593 Chepstow road

Newport

Np199bn


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.


If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Shipping

To return your product, you should mail your product to: .

The silver keepsake company

593 Chepstow road

Newport

Np199bn


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


If you are shipping an item of jewellery appropriate postage methods should be chosen to return your item to us. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

 

COMMISSIONS:

When placing an order for a commissioned piece it is the responsibility of the  customer to ensure  that  all details provided to us are correct as mistakes cannot often be rectified once the process of making your piece has begun. If you realise that you have made a mistake once 
work has started, then we hold  the right to not accept liability for this and any costs incurred to amend the error
will be incurred by you the customer. However, we will do our very 
best to work with you and help if we can.  
  

We strongly suggest that items are sent via an insured and tracked service as we cannot be held responsible for the item until it is back in our studio. 
 

ADDITIONAL NOTES:

Each piece of jewellery is handcrafted using a wide range of materials. Sometimes it can be difficult to match size, colour and shape of the resin and fabrics/other materials exactly to those shown in the images on the website, so please allow for some small variations to the images shown. Resin may contain micro bubbles.

SHIPPING 

Please note that items sent outside the UK may be subject to import duties, fees and taxes. Any additional fees incurred are the responsibility of the customer. If you are unsure, we recommend that you contact the appropriate authorities prior to purchase. We cannot refund an order if it has been delayed or if you have received import duties.

If Royal Mail leave you a 'red card' to say that they've attempted delivery, it is your responsibility to ensure that you collect it within the time frame given by them. Failure to collect on time will result in it being returned to us and you will be liable to pay us for the additional P&P costs at a rate of £4.95.

PROMOTIONAL CODES

The Silver Keepsake Company reserves the right to produce discount codes and to distribute as we see fit. The codes are only to be used once and by the person/persons they were intended for. discount codes are not to be shared or made public. doing so would be a breach our terms and conditions. We reserve the right to refuse discount codes as and when we feel the use breaches these terms.

RETURNS ADDRESS


The Silver Keepsake Company

593 Chepstow road

Newport

Np199bn

Please note that customers are responsible for the return shipping costs and these will not be refunded. 



EXCHANGES

if for any reason you are unhappy with your order when it arrives please notify us within 14 days.

CHANGES TO YOUR ORDER

If you have not yet posted your inclusions then you can make minor changes to your order, including colour changes or changing your ring size.
If your inclusions have arrived then unfortunately we cannot make any changes to your order.

CANCELLATION

Once you have placed your order we start making your piece after 7 days or when inclusions are received.. This is custom work and therefore cannot be cancelled after a 24hr period.

Once your inclusions have arrived we begin the process of creating your order. For this reason we cannot cancel your order once we have started this work. This includes if you want to cancel your order due to any delays in making your order.

If you have not yet sent us your inclusions and would like to cancel your order, please contact us as soon as possible and within these 7 days on

info@thesilverkeepsakecompany.co.uk

CARING FOR YOUR JEWELLERY:

It is the responsibility of customers to take care of their jewellery. . We will not be held responsible for any damage caused by mistreating your jewellery or by damage that arises as a result of ignoring our care instructions found on this site.

Resin is a soft material and will scratch if it is rubbed against other objects such a zips or if put in a jewellery box with other things on top of it. You can 'shine' the resin with normal household polishing cloth.

Sterling silver and fine silver can both be cleaned with specialist silver cleaning cloths. Please do not use 'silver dip' to clean your jewellery as this can often react with resin or any other materials used and can ruin your jewellery.

 

 

WARRANTY DISCLAIMER

The Information You Need to Know

We guarantee all of our pieces for 1 year although pieces should last much much longer. If In the unlikely situation that within a year of purchasing your item needs to be repaired please contact us as soon as possible. This warranty does not include general wear and tear such as surface scratches, damage, misuse, situations where jewellery care instructions (see our info) have not been followed or lost or stolen items. If more than a year has passed and your item needs repairing we may still be able to help but there will be a charge.Sterling silver as all precious metals will tarnish overtime. If this occurs simple measures can be taken to remove tarnish. Please read our instructions for caring for your jewellery in order to know how to minimise risk of tarnishing and what to do if tarnishing does occur. All of our inclusion pieces are made using resin so that we can incapaulate your elements. Resin is a plastic and as with all plastics will yellow over time. Again please read our care instructions on how to beat look after your resin piece to minimise this process.

 

OUR PRIVACY POLICY

All About Information Security


This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Www.thesilverkeepsakecompany.co.uk 

PERSONAL INFORMATION WE COLLECT


When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
    - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.    - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.    - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site. 
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers PayPal details etc email address, and phone number.  We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.


HOW DO WE USE YOUR PERSONAL INFORMATION?


We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).  Additionally, we use this Order Information to:Communicate with you;Screen our orders for potential risk or fraud; andWhen in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).


SHARING YOUR PERSONAL INFORMATION


We share your Personal Information with third parties to help us use your Personal Information, as described above.  For example, we use WIX to power our online store.--you can read more about how Shopify uses your Personal Information here.  We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here:  https://www.google.com/intl/en/policies/privacy/.  You can also opt-out of Google Analytics here:  https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

You can opt out of targeted advertising by:[[  INCLUDE OPT-OUT LINKS FROM WHICHEVER SERVICES BEING USED.  COMMON LINKS INCLUDE:    FACEBOOK - https://www.facebook.com/settings/?tab=ads    GOOGLE - https://www.google.com/settings/ads/anonymous    BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads]]

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above.  Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTIONWhen you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES  


We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@thesilverkeepsakecompany.co.uk or by mail using the details provided below:
  

 

T&C'S

In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair, and transparent policies for our customers.

These Terms and Conditions explain the rights you as a customer are entitled to. Please read these very carefully. You may have other rights granted by law and our Terms and Conditions do not affect these in any way


Specific details regarding pieces  made with prints handwriting or inclusions.


RETURNS

If we agree to a return, the item must be sent back to us within 30 days, in the same condition that you recieved it and in the original packaging with any literature and free items that may have been included.

We strongly suggest that items are sent via an insured and tracked service as we cannot be held responsible for the item until it is back in our studio.

All jewellery is custom made by hand, therefore there are no refunds or exchanges given for change of mind or differences in the design or the way in which the inclusions or additions have settled within the resin.  Please check all details listed with the item before placing your order. We reserve the right to judge our own quality and we do our absolute best to send out to you the highest quality pieces. Our items are however handmade, and it is normal to have micro airbubbles in resin, or small making marks on the metal.

If a piece of jewellery arrives damaged or broken, please contact us within 14 working days so that we can try to rectify this for you. Please note that we photograph items before they leave our studio for insurance purposes.

If there is an error on our part such as a spelling mistake on a customised piece we will replace the item for you. We cannot remake or refund without being in receipt of the original item. You can arrange returns via the Facebook messaging service or by emailing us within 14 business days.


 However, we will not be held responsible for the following: 

- If a product has been modified, changed or repaired by someone other than ourselves.

- Any faults or defects from wear and tear or lack of proper care and

cleaning.

- Any defects resulting from neglect, accidental damage or misuse

- Any irregularities in the settlement of inclusions within the resin. This includes any colour, glitters or shimmers.

 

Commissions:

 Please ensure that when placing an order for a commissioned piece that

you double check all details as mistakes cannot often be rectified once the

piece has started to be made. If you realise that you have made a mistake once

work has started, then we have the right to accept no liability for this and any costs

for the remaking will be incurred by the customer. However, we will do our very

best to work with you and help if we can. 


ADDITIONAL NOTES:


Each piece of jewellery is handcrafted using a wide range of materials. Sometimes it can be difficult to match size, colour and shape of the resin and fabrics/other materials exactly to those shown in the images on the website, so please allow for some small variations to the images shown.


SHIPPING 

Please note that items sent outside the UK may be subject to import duties, fees and taxes. Any additional fees incurred are the responsibility of the customer. If you are unsure, we recommend that you contact the appropriate authorities prior to purchase. We cannot refund an order if it has been delayed or if you ahve received import duties.


Gift items will not be marked as such on customs forms and all custom forms will show correct product value.


PROMOTIONAL CODES

We may offer promotional codes when we feel necessary. Please note that only one promotional code can be used at any one time. We cannot refund any money if you have forgotten to use a discount code. Our product codes must not be shared or advertised publicly by another but ourselves. We reserve the right to refuse use of a promotion code.

CHANGES TO YOUR ORDER

If you have not yet posted your inclusions then you can make minor changes to your order, including colour changes or changing your ring size.
If your inclusions have arrived then unfortunately we cannot make any changes to your order.


CANCELLATION

Once your inclusions have arrived we begin the process of creating your order. For this reason we cannot cancel your order once we have started this work. This includes if you want to cancel your order due to any delays in making your order.


If you have not yet sent us your inclusions and would like to cancel your order, please email.

CONTACT INFORMATION

if you have any questions about our policies and Terms and conditions please email us at

info@thesilvekeepsakecompany.co.uk



The following terms and conditions apply to all transactions that you make with The Silver Keepsake Company. The placement of an order indicates your acceptance of these terms and conditions and all of our policies.

 Please read them carefully and feel free to print a copy for future reference should you wish to. They are in compliance with Consumer Contract Rules and Regulations 2014 

 

 

These terms and conditions do not affect your statutory rights. To order goods you must be at least 18 years of age and accept delivery within the UK. I will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

 

Description of Goods

 All images, descriptive matter, specifications and advertising on the site is, as accurate a description of the goods, that is possible within a website.

Photos may be those of the stock or examples of what is available, therefore may not be an exact indication of the item you will be receiving. Each piece is handmade and therefore no 2 pieces will ever look exactly the same. 

 

Prices

The SIlver Keepsake Company reserves the right to change the price list, at any time.If pricing mistakes have been made these will be taken into consideration when orders are placed, and the correct amounts will be charged. 

 

Accuracy of Product Information

It is the intention of The SIlver Keepsake Company that all information on the website should be as accurate and up to date as possible. However, we cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.

 

Payment and Price

The total price payable for the goods will be stipulated at the time when you place your order whether or not the order has been confirmed. I am entitled to make adjustments to the price due to an error or omission or if the price published for the goods is wrong, whether or not the order has been confirmed. I will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time of placing your order.

 

Typographical Errors

In the event a product is listed at an incorrect price due to typographical error, taxes or duty changes, I have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your PayPal account has already been charged and I cancel your order, and immediately issue a refund to PayPal account in the value of the incorrect price (including delivery charges).

 

Payment Methods

I accept all major credit and debit cards including Visa, Master card and Switch via PayPal. On the order you must provide me with your exact billing address and telephone number – the address and phone number your credit card bank has on file for you. I will ONLY ship to addresses provided to me through PayPal. Alternative addresses provided through a different manner will not be used for shipping as this invalidates the protection PayPal provide. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been properly received. You may also pay by Bank Transfer, although I cannot dispatch the goods until payment has been cleared which can take a couple of days.

 

Availability of Goods

All products and services are subject to availability and may be withdrawn at any time. Each item is handmade to order. If I do not supply the goods for any reason I will not charge you for these and I will refund any money already paid for them. However, I will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.

 

DELIVERY

All prices on the website are exclusive of delivery charges which will be added to the price of the products at the checkout. Delivery prices quoted are for most UK Mainland addresses. Northern Ireland(BT), Isle of Man(IM), Scottish Highlands and Orkney Isles(PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles(HS, ZE) may incur additional charges and may also experience delivery delays. ALL items will be sent special delivery postage through Royal Mail (as this is the only delivery type that covers jewellery ). Next Day is available at extra cost to the customer.


Delivery of products will normally be made within 6-8 weeks from clearance of payment.

I will try to deliver goods within the times stated online but goods are subject to availability and delay in delivery of goods is sometimes beyond my control. Any dates I specify for the delivery of the goods are approximate only and I shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If I am temporarily out of stock, I will notify you of this position and you should allow up to 14 days for dispatch of the goods. For delays of more than 14 days, you will have the right to cancel the order and I will refund any money paid by you for the goods.

 

As soon as the goods have been delivered to your door you will be responsible for them. I will only deliver goods to the address on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. If there are any transit damage to the goods, shortages or incorrect goods supplied please notify me within 14 days. If you do not notify us of any issues within 14 days we can not accept liability. 

 

CLAIMS/REFUNDS/RETURNS

 

If goods arrive in a damaged condition it is your responsibility to inform me within 14 days from delivery. This will include sending photographic evidence for myself to inspect.

If there are any shortages it is your responsibility to notify me within 7 days from delivery.

It is your responsibility to notify me of any in-correct goods supplied within 14 days from delivery. Mistakes made on your part will not be refunded or replaced. Mistakes made by myself will either be refunded or replaced.

 

I will not accept liability for goods lost in transit unless I am notified within 14 days from the expected delivery date. As ALL mail is sent recorded i will check tracking information then refund 15 working  days after EDD if the item has still not been received. Any items that appear to have been signed for will no longer be my responsibility.

 

Personalized items cannot be returned and refunds or exchanges will not be granted unless for reasons set out in these conditions.

 

PLEASE CHECK SPELLINGS CAREFULLY.

 

All personalised items will be engraved with  the exact information that is provided to us by YOU. please always check this information is correct before completing an order.ANY MISTAKES MADE ON YOUR PART WILL NOT BE REPLACED OR REFUNDED FREE OF CHARGE. If we suspect and error or have a query we will  you to confirm before starting your order, if there is no reply after 5 days we will produce your piece with original information provided and then are not able to accept liability if details are incorrect.   

 

You can cancel your order as long as I haven’t started making it. If I have started, then no refund for the cancellation will be made. If special items had been purchased for your item but no work has begun, then the cost of these will be deducted from the refund. All orders Will be started 7 days after ordering and therefore no cancellations after this time.

 

If you are not totally satisfied with your purchase for any reason, you have the right to cancel your order within 14 working days (unless personalised or bespoke, See notes above) It is your responsibility to return any such items in original  condition in their original box and packaging. You will be wholly responsible for the return of the goods and any associated costs of return. Goods received back incomplete, damaged or in any condition other than saleable, will not be refunded. If you wish to return any products, please contact me within 7 days from the date of delivery. If you do not return goods within 7 days after you have informed me that you wish to cancel your order, your right to cancel will be revoked. When it comes to posting items, I endeavour to post with plenty of time for the items to be received before the date required, But once it leaves my possession the rest is up to Royal Mail. If it isnt received within 15 working days please let me know, I will check any tracking details to see what has happened the contact them regarding a claim, and also refund the cost. If the item is received after the expected date the i apologise but as it is out of my control there will be no refund for this occurrence.

Please not that if orders are made but prints and inclusions are not recieved by us within 4 weeks of purchase and we do not have communication from you in that time we may cancel your order but not refund purchase price.


PLEASE NOTE THAT OUR JEWELLERY IS NOT INTENDED TO BE WORN OR PLAYED WITH BY CHILDREN. Anyone who allows our pieces to be used against this advice must accept full responsibility for their actions and any consequences that arise from them.

 

©2020 by The silver keepsake company. Proudly created with Wix.com