Memorial jewellery terms and returns policy

I understand just how precious the ashes entrusted to me are.

Every Sand & Spirit memorial piece is created with care, respect and attention in my Berkshire workshop. Whether your jewellery contains the ashes of a loved one or a much-loved pet, I recognise that you are trusting me with something completely irreplaceable.

These terms explain how I look after your ashes, how your jewellery is created and what to expect when placing a memorial order with me.

Sending your ashes to me

Once your order has been placed, you will receive instructions explaining how to safely package and send the small amount of ashes required to create your jewellery.

Please only send the amount requested. I do not require a large quantity of ashes to create your piece.

Ashes should be securely packaged and clearly labelled with your name and order details in accordance with the instructions provided.

I strongly recommend using a tracked postal service when sending ashes to me.

Until the ashes have been safely received by Sand & Spirit, responsibility for their safe delivery remains with the sender and postal or courier provider.

I will let you know once your ashes have arrived safely with me.

Caring for your ashes

I treat every set of ashes entrusted to me with the utmost care and respect.

Ashes are kept securely and separately identified while they are in my possession to minimise the risk of them becoming mixed with another customer’s ashes.

Only the small amount required to create your jewellery will be used.

Any unused ashes will be carefully packaged and returned to you with your completed memorial piece unless otherwise agreed with you.

Creating your memorial jewellery

Every memorial piece is individually handmade specifically for you.

Depending on the design selected, ashes may be visible within the finished jewellery or incorporated more discreetly into the design.

Where you have selected colours, sparkle, crushed opal, beach detailing or another decorative finish, these elements will be created individually by hand.

Because every piece is handmade and every set of ashes is naturally different, your finished jewellery will be completely unique.

Handmade variations

Photographs on my website and social media are examples of my work and should be used as a guide rather than an exact representation of how your finished piece will look.

There may be natural variations in:

• Colour and pattern
• Placement and appearance of ashes
• Resin finish
• Sparkle, opal or decorative elements
• Beach and wave detailing
• The way individual ashes appear within the resin

Due to the nature of resin and the curing process, occasional tiny air bubbles or other minor handmade characteristics may also occur.

I take great care to minimise these wherever possible, but small variations and minor characteristics are part of the handmade process and make every memorial piece completely individual.

Timescales

Memorial jewellery cannot be rushed.

Once I have received your ashes and all the information required to create your piece, please allow up to 10 working days for production and curing before dispatch, unless a different timescale has been agreed with you.

This allows me to create your jewellery carefully and gives the resin appropriate time to cure before your piece is packaged and returned.

If your piece is required for a particular date, please contact me before ordering and I will let you know whether this is possible.

Changes and cancellations

My memorial jewellery is personalised and created specifically for you.

If you change your mind, please contact me as soon as possible.

Where work has not yet begun, I will always do my best to accommodate a cancellation or change.

Once work has begun on your personalised memorial piece, cancellation or changes may no longer be possible.

Once ashes have been incorporated into resin, the process cannot be reversed and the ashes used within the piece cannot be recovered or removed from the resin.

For this reason, I ask you to carefully check your chosen design, colour, jewellery style and any other customisation options before confirming your order.

Returns and refunds

Because memorial jewellery is personalised and made specifically to your requirements, it is not normally eligible for return, exchange or refund simply because you have changed your mind.

This does not affect your statutory rights.

If your jewellery is faulty, damaged or not as described, please contact me as soon as possible so that we can discuss the problem and I can put things right.

Depending on the circumstances and your statutory rights, this may include a repair, replacement or refund.

Damage during delivery

Your completed jewellery and any unused ashes will be carefully packaged before being returned to you.

If your order arrives damaged, please contact me as soon as possible and provide:

• Your name and order number
• Details of the damage
• Clear photographs of the jewellery
• Photographs of the packaging it arrived in

Please retain all packaging until I have responded, as this may be required when investigating damage during delivery.

I will work with you to resolve the issue as quickly and sensitively as possible.

Jewellery care

Resin memorial jewellery needs a little care to keep it looking its best.

I recommend removing your jewellery before:

• Showering or bathing
• Swimming
• Exercising
• Sleeping
• Using cleaning products or chemicals

Avoid direct contact with perfume, hairspray, lotions, creams and other cosmetic products.

Please also avoid prolonged exposure to strong sunlight or excessive heat.

When you’re not wearing your jewellery, I recommend storing it safely in its jewellery box.

Please see my full Care Guide for further information.

Sterling silver and stainless steel

Where stated in the individual product description, jewellery components may be made from sterling silver or stainless steel.

Sterling silver naturally tarnishes over time and may require occasional gentle cleaning. Tarnishing is a natural characteristic of silver and is not considered a manufacturing fault.

Please follow the care instructions supplied with your jewellery.

If something doesn’t look right

I want you to love your memorial jewellery.

If you have any concerns when you receive your piece, please contact me before attempting to alter, clean, repair or remove anything from the jewellery yourself.

I will always take the time to look at your concerns and discuss the best way forward.

A final reassurance

I know that ordering memorial jewellery is very different from making an ordinary purchase.

The ashes you send to me represent someone incredibly important to you, and I never forget that.

Every memorial piece is created individually and respectfully, with the aim of giving you something beautiful and meaningful that you can keep close for years to come.

If you have any questions before placing an order, about the process, your ashes, colours, designs or anything else, please contact me. I’m always happy to talk things through before you decide.

Nothing in these terms affects your statutory consumer rights.