Many of our items are personalised. We will specifically follow your instructions and will not be held responsible for any element of mis-spelling in doing so. It is your responsibility to check the order form to confirm all details of the order are correct.
All personalised items are hand made to order. It is your responsibility to check in advance that the timescales you require can be met.
Cherished Heart Jewellery are not liable for any loss or damage suffered as a result of negligence by the customer. Jewellery is not suitable for young children as could pose a choking hazard. If an order is placed for child’s jewellery it is the responsibility of the customer to ensure this is kept until the child is old enough.

Cancellations
If you would like to cancel your order we can offer a full refund providing the impression kit has not already been despatched. You will receive this refund in full within 30 days. If the impression kit has already been despatched, a cancellation charge of £10 will apply to cover admin and the mail order kit. If we have already started work on your order, we regret that the order cannot be cancelled. Each item is made to order by hand and silver clay cannot be re-used once it has been fired.

Returns and Refunds
We are confident that you will be happy with your purchase and we will do everything to exceed your expectations. We cannot accept returns on bespoke/made to order/personalised orders. The exception to this is the unlikely event that goods are damaged, faulty or we have not supplied the item ordered. Please note it is your responsibility to check the order when making it including any personalisation details and also when receiving the finished item. If we have made a mistake on your order please inform us within 7 days of delivery.
Distance Selling - By law customers have the right to cancel a contract at any time up to 7 working days after the day of delivery. Some types of goods are exempt from this right to cancel and this includes personalised and made to order items. If returning non personalised/made to order goods, the customer is responsible for the costs incurred in returning them unless the goods are faulty or have been supplied in error.

Products and care of products
The customer acknowledges that pure 99.9% silver is softer than 92.5% sterling silver and therefore needs to be handled with care. Cherished Heart Jewellery will not be held responsible for loss or damage to an item due to natural wear and tear or negligence. We suggest you check your jewellery or keepsake regularly.

This seller adheres to the standard terms of WowThankYou.

Personalised Jewellery requiring an at home print taking kit (Fingerprint Jewellery, Hand and Footprints, Paw Prints)
£7.50. This price includes 1st class Royal Mail delivery of your print taking kit, a postage paid envelope to return fingerprint moulds and Royal Mail Next Day Special delivery of your finished piece. This ensures delivery by 1pm the next working day and is insured with compensation up to £500.

Personalised Jewellery not requiring a print taking kit (Kiss Prints, Mini Masterpiece or repeat customer where we already have the prints)
£5.50. Your finished piece will be posted by Royal Mail Next Day Special delivery. This ensures delivery by 1pm the next working day and is insured with compensation up to £500.

Personalised Names and Initials Jewellery or Non Personalised Jewellery (beads etc) Either £5.50 Next Day Special delivery or £2.50 1st class Royal Mail.
Please note that Royal Mail does not insure jewellery that has not been sent by Special Delivery and if you choose this option we cannot be held responsible if the package goes missing.

Timescales
We aim to despatch impression kits within 48 hours of receipt of your order.
We aim to post all completed orders within 3 weeks of receipt of the prints.
We reserve the right to extend these timescales during busy periods such as Mothers Day, Christmas, Fathers Day.

Lost or delayed packages
We cannot take responsibility for any packages lost or delayed by Royal Mail. If your order does not arrive within the delivery timescale please contact us. We will try to track the parcel with Royal Mail and follow standard Royal Mail guidelines. A parcel can usually be declared lost after approx 3 weeks. We will then consider replacement or refund at our discretion.