Heart Shaped Memorial Pendant - 925 Stirling Silver

Due to the bespoke and highly personalised nature of memorial jewellery, all items containing cremation ashes, hair, fur, flowers, breastmilk, fabric, or other personal inclusions are custom-made and cannot be resold.

Therefore, we do not accept returns or offer refunds for:

• Change of mind

• Incorrect sizing ordered by the customer

• Personal preference after completion

• Damage caused after delivery

Damaged or Faulty Items

If you believe your item has been damaged during the creation process or contains a manufacturing fault, you must contact us within 14 days of receiving your order.

To assess your claim, you must provide:

• Your order number

• A detailed description of the issue

• Clear photographic evidence of the damage or fault

Claims submitted without photographic evidence may not be accepted.

Damage Caused After Dispatch

If your item is damaged during transit or after delivery, any claim must be made directly with the postal service or courier responsible for delivery. We recommend retaining all packaging materials and taking photographs of both the packaging and the damaged item to support your claim.

Holcombe-Lloyd Design cannot provide refunds, replacements, or compensation for damage caused by third-party postal or courier services.

Refunds & Returns for Manufacturing Faults

If, after reviewing the evidence provided, we determine that the damage or fault was caused during the creation process or is the result of our workmanship, we may offer one of the following remedies:

• Repair of the item

• Replacement of the item

• Full or partial refund, at our discretion

Where a return is required due to a confirmed manufacturing fault, we will cover the return postage costs.

Return Authorisation

No item should be returned without first contacting us and receiving authorisation. Unauthorised returns may be refused and returned to the sender.

We are committed to creating high-quality memorial jewellery and will always work fairly with our customers to resolve genuine manufacturing issues. Our aim is to ensure every piece honours your treasured memories with the care, respect, and craftsmanship they deserve.

Shipping Policy

At Story & Soul, we take great care in creating and packaging every piece of memorial jewelry. Each item is handcrafted to order and handled with the utmost respect and attention to detail.

Shipping Rates

We currently ship to the following destinations:

• United Kingdom: £5.50

• Ireland: £7.50

• European Union Countries: £8.00

• The Rest Of The World: £14.00

Processing Times

As each memorial piece is individually handcrafted, production times may vary. Current estimated production times will be displayed on the product page or communicated when your order is placed. It range any where between, 7 - 28 working days.

Once your order is complete, it will be carefully packaged and dispatched using a reliable postal or courier service.

Tracking

Where available, tracking information will be provided once your order has been dispatched, allowing you to monitor your shipment's progress.

International Orders

Customers outside the United Kingdom may be responsible for customs duties, import taxes, or other charges imposed by their country's customs authorities. These charges are the responsibility of the customer and are not included in our shipping fees.

Colour Disclaimer: Please note that colours may appear slightly different in person than they do on your screen due to variations in monitor and device settings. Our pigments are made using high-quality mica powders, which naturally create a subtle shimmer and depth that may not be fully captured in photographs.