1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
- Free delivery
2.1 We do not offer free delivery.
2.2 All orders will be subject to delivery charges as detailed in Section 5.
- Geographical limitations
3.1 We will usually be able to deliver to any country. If we find we are unable to send your kit we will cancel the sale and provide a full refund within 14 days.
3.2 We may from time to time agree to deliver products to other countries and territories.
- Sending Elements Kits
4.1 For orders containing clients’ own elements (for example, cremation ashes) our delivery charges include the cost of a “sending elements kit” which will usually be dispatched first class within a week of accepting your order.
4.2 Sending elements kits for orders in the UK will contain a first class large letter, unrecorded, and contain a stamp to return the kit*. You may return the elements in person by prior agreement but will still be charged for the kit.
4.3 Sending elements kits for orders in Europe and the Rest of the World will not contain return postage, it is the customer’s responsibility to pay for the return of the kit*.
*Please see our Sending Elements page for details and all responsibility for sending lies with the client.
4.4 If the kit does not arrive within a reasonable period, we will confirm delivery details and despatch another with second class recorded delivery free of charge.
4.5 In marking an order as “kit to send” we are accepting the order and will begin work even prior to receiving the kit.
- Delivery methods and periods
5.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are usually as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select Recorded Delivery or Special Delivery, and the typical period for delivery of products by this method is the next working day* from despatch after order completion.
(b) if your delivery address is in Europe, the typical period for delivery of products by this method is three to five working days* from despatch after order completion.
(c) if your delivery address is Rest of The World, the typical period for delivery of products by this method is five to seven working days* from despatch after order completion.
*Please see the Royal Mail FAQ’s here for more information and amendments due to the coronavirus. Please note that we take no responsibility for items lost in the post, neither being sent to us nor from us, nor for any delays in postage once it has left our possession.
5.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
5.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
- Delivery charges
6.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process.
6.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
6.3 Our delivery charges include the cost of a “sending elements kit” which will be dispatched first class within a week of accepting your order.
7.1 Orders will be packaged in the minimum packaging possible. Packaging is charged once per order. Parcels are sent as large letters in small “pizza box” style boxes. We will always return your elements such as cremation ashes or hair so long as you have followed our sending instructions. If you have sent in a large volume of ashes, we may not be able to return the excess depending on weight restrictions.
7.2 Jewellery will be packaged in packaging boxes made from foam and recycled card. We will include multiple items in one packaging box. Packaging boxes are not intended as gift boxes. If you would prefer jewellery to be packaged individually in packaging boxes you must request this on the checkout comments box. Please let us know how many of each size box you would like; we may need to charge extra shipping costs if they do not fit in our packaging box.
7.3 We reserve the right to charge extra for additional packaging boxes if requested after ordering, in addition to extra shipping charges.
7.4 Jewellery packaging may contain additional free items such as a polishing cloth, a wish bracelet, a flower, business card and discount card. The inclusion of any of these items depends on stock levels. You may request extra on the checkout to be included with your order, and we may include these depending on stock. Please let us know how many of each you would like.
- Delivery tracking
8.1 Orders which will contain your elements (for example, cremation ash) will include a “sending elements kit” which is not sent tracked. If it does not arrive in a reasonable time we will check delivery details and send another.
8.2 Delivery tracking is available in respect of all orders for our products.
8.3 To track your delivery, follow the link placed on your order after despatch.
8.4 All deliveries must be received in person at the delivery address, and a signature must be provided.
- Additional deliveries
9.1 If an initial delivery attempt is unsuccessful, our delivery service provider may not attempt an additional delivery.
10.1 If your products remain undelivered, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
- Delivery problems
11.1 If you experience any problems with a delivery, please contact us by email on firstname.lastname@example.org
11.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
11.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.