A great deal of care and attention goes into everything we make, and we take great pride in our customer care. We're therefore confident you'll love both our products and our service, but should a problem arise, please contact us and we’ll do our best to deal with any issues as efficiently and quickly as possible.
You are welcome to return any non-personalised jewellery (for personalised, see below) within 7 days of receiving your order providing it is returned to us in its unworn, original condition and in its packaging (the packaging does not need to be unopened). The cost of returning the item is your responsibility and postage cannot be refunded. The exception to this is if the product is faulty, in which case your postage will be refunded.
Before returning any faulty items, please email email@example.com quoting your order number and details of your return. We will assess the goods and, if alleged to be faulty upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) that the fault is a manufacturing defect we will refund return postage.
We recommend using Royal Mail Special Delivery which has full insurance for the contents, since you are responsible for the jewellery until it arrives safely at our office.
We are unable to exchange or accept for return any personalised jewellery since this is made specifically and especially for you. The exceptions to this are if we have incorrectly made your order, or if your item is faulty. In such instances please email firstname.lastname@example.org within 7 days from receiving your order with clear details of the problem to ensure that we can rectify your order as soon as possible. On receipt of your email, we will contact you and arrange to resolve the issue.
We will assess the goods and alleged fault(s) upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) that the goods you received do not match those that you ordered, then we will issue replacement goods at no additional cost to you.
If we conclude (at our sole discretion, acting reasonably and in good faith) that the fault(s) is/are not a result of mistreatment by you (deliberate, negligent or otherwise), and is/are as a result of a manufacturing defect, then you will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods.
Replacements and refunds will be issued upon our receipt of the returned goods. We are fully responsible for refunding shipment costs for returned faulty/incorrect items. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 7 days and in any event no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
If goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the goods have been damaged and contact us immediately on receipt; if you do not advise us on receipt, then we cannot be held responsible for the damage so caused. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
CANCELLATION & COOLING OFF
Either Memento Jewellery or you may terminate your account/order. If we terminate your account/order, you will be notified by email and an explanation for the termination will be provided. Notwithstanding the foregoing, we reserve the right to terminate without giving reasons.
If we terminate your account/order, any current or pending purchases on your account will be cancelled and will not be dispatched. We reserve the right to cancel purchases without stating reasons, for any reason prior to dispatch.
If purchases are cancelled for any reason prior to dispatch you will be refunded any sums paid in relation to those purchases within 14 calendar days.
You may cancel your orders as follows:
For non-personalised items, you may cancel your order anytime up to dispatch by emailing email@example.com and we will refund any sums paid in relation to those purchases within 14 calendar days.
For personalised items, you may cancel your order, however if we have started production it is not possible to refund any sums paid in relation to those purchases. You should email us at firstname.lastname@example.org and we will advise your order status; if production has not yet commenced we will arrange a refund less any costs incurred, however a refund will not be possible if work on your personalised jewellery has already started.
If you are a consumer based in the UK / within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you but this is only applicable to non-personalised goods: please note no such cancellation rights apply under the cooling off period of the following types of goods and/or taking into account the following circumstances:
- Goods made to your specifications or that have been personalised;
- Goods which are liable to deteriorate or expire rapidly;
- Goods which are, after delivery, according to their nature, inseparably mixed with other items.
(If the goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment).
For personalised goods, you acknowledge and accept that you are not entitled to cancel any order for personalised products once we have started making those products.
If you change your mind about the non-personalised goods within this period, please inform us within 14 calendar days of receipt. Non personalised goods must be returned to us within 14 calendar days of the day on which you inform us that you wish to return the goods.
You are responsible for paying return shipment costs if goods are returned for this reason. Refunds will be issued within 14 working days and in any event no later than 14 calendar days after you inform us that you wish to cancel under this provision and will include standard delivery charges. We regret that additional costs such as express delivery and gift boxes cannot be refunded.