Terms of service

Terms of Service

1. About Us

Remember When Memorial Jewellery is a sole trader business owned and operated by Sally Skellern, based in Westhoughton, Bolton, United Kingdom. By placing an order with us, you agree to these terms.

2. Made to Order & Bespoke Items

The majority of our products are handcrafted and made to your individual specification. As such, each piece is unique and made especially for you. Production typically takes approximately 4-6 weeks with Custom order taking 10 weeks from the date of order. Current lead times are displayed on our homepage.

3. Inclusions (Ashes, Hair & Other Materials)

Customers are responsible for sending their inclusions (ashes, hair, fur, flowers, sand, etc.) to us safely and securely. We take the utmost care with all inclusions entrusted to us. Any inclusions not used in your finished piece will be returned to you. We cannot accept liability for inclusions lost or damaged in transit to us.

4. Payment

Full payment must be made before completed orders are dispatched. We accept payment via the methods available at checkout. Orders are not entered into production until payment is confirmed.

5. Cancellations

As our items are made to your personal specification, cancellations may not be possible once production has begun. Please contact us as soon as possible if you need to cancel. Any inclusions already received may be returned to you, but initial posting costs are non-refundable.

6. Returns & Refunds

Under the UK Consumer Contracts Regulations 2013, the 14-day right of withdrawal does not apply to goods made to your specification or clearly personalised. As our products are bespoke and made to order, they are exempt from standard return rights.

Any returns must be agreed with us in advance. Items returned without prior arrangement may be held until any additional costs are settled. Refunds are not given for rings ordered in the incorrect size.

If your item arrives damaged or defective, please inspect it upon delivery and notify us within 30 days of receipt. Under the Consumer Rights Act 2015, you have a statutory right to reject faulty goods within 30 days for a full refund. We offer a 6-month repair or replacement window from the date of receipt for manufacturing defects.

7. Delivery

We dispatch via Royal Mail 24-Hour Tracked as standard. Customers are responsible for providing the correct delivery address. We cannot accept liability for items delivered to an incorrect address provided at the time of ordering. Please allow up to 30 days from dispatch before reporting a non-delivery.

8. Sizing

Customers are responsible for providing the correct ring size or other measurements at the time of ordering. We recommend using a professional ring sizer before ordering. Refunds are not given for items ordered in the wrong size.

9. Colours & Finishes

Due to the handcrafted and bespoke nature of our products, colours and finishes may vary slightly from images shown on our website. Resin colours in particular can vary depending on the inclusions used.

10. Intellectual Property

All images, designs, and content on this website are the property of Remember When Memorial Jewellery and may not be reproduced without written permission.

11. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

If you have any questions about these terms, please contact us. You can also view our full Terms and Conditions for additional detail.