Why Bespoke Jewellery is Different
Every piece Emma creates is completely unique. It is made entirely by hand, to your specific design choices, and — most importantly — it contains your own precious inclusions such as ashes, hair, fur or breastmilk. These materials are irreplaceable.
Because of this, once Emma has begun work on your piece, the jewellery cannot be remade, resold, or transferred to another person. This is not a policy we take lightly — it is simply the nature of what bespoke memorial jewellery is.
Under the Consumer Contracts Regulations 2013, goods made to a customer's personal specification are exempt from the standard 14-day cooling-off period. However, we always try to do right by our customers — if something is wrong, please talk to Emma.
Emma's Promise to You
Emma personally reads every message and handles every order herself. If you ever have a concern — before, during, or after your order — please reach out directly. She will always do her best to make things right.
Your Cancellation Window
The timeline below shows exactly what happens at each stage of your order and what options are available to you.
You place your order
Your order is confirmed and Emma receives your details. At this point no work has started. You have a window to cancel if you change your mind.
- Emma reviews your order and prepares your collection kit
- Your inclusions have not yet been received
- No materials have been touched or used
Cancel for a full refund
If you need to cancel, you must do so within 24 hours of placing your order and before Emma begins work. This is your cancellation window.
- Email welcome@forgetmenotbyemma.co.uk with your order details
- Include your order number and the reason for cancellation
- A full refund will be issued if no work has commenced
Your inclusions arrive with Emma
Emma sends your collection kit and you return your precious inclusions. Once Emma confirms receipt of your materials, the order is actively in progress.
- Emma emails you to confirm your inclusions have arrived safely
- Your materials are labelled, secured and stored ready for crafting
- Cancellation may still be possible at this stage — please contact Emma urgently
Emma begins crafting your piece
Once your inclusions have been mixed into the resin and the crafting process has begun, the order cannot be cancelled or refunded. This is because your inclusions become permanently set within the piece and cannot be removed, returned or reused.
This stage typically begins within 7–10 working days of receiving your inclusions.
✕ Cancellation no longer possible at this stageYour jewellery arrives
Your finished piece is inspected, gift boxed and dispatched via DPD Next Day. If you have any concerns about the quality of your piece when it arrives, please contact Emma within 3 days of receipt with photographs.
- Faulty items or items not matching their description will be dealt with promptly
- Please do not return any items without contacting Emma first
- Unused inclusions are returned to you inside the same parcel
Quality & Faulty Items
Under the Consumer Rights Act 2015, your jewellery must be of satisfactory quality, fit for purpose and as described. If it isn't, Emma will always put it right.
Covered
- Genuine manufacturing defects
- Item does not match its description
- Structural issues not caused by wear or misuse
- Scratch repair within 12 months of purchase
Not Covered
- Natural variations in ash colour or texture
- Minor micro-bubbles — a characteristic of handcrafted resin
- Damage caused by not following the aftercare instructions
- Incorrect ring size ordered by the customer
- Stone loss from everyday wear contrary to care advice
- Accidental damage or misuse
How to Report a Problem
Scratch Repair Service
Resin jewellery can pick up fine surface scratches over time through normal, gentle wear. Emma offers a scratch repair service to restore your piece.
- Available within 12 months of your purchase date
- Covers surface scratches from normal wear only
- You are responsible for postage costs to and from Emma
- Please contact Emma before sending anything
- Does not cover accidental damage, impacts or misuse
- Your aftercare sheet has full guidance on preventing scratches
Talk to Emma Directly
Emma is always happy to help. If you have any concerns — before, during or after your order — please don't hesitate to get in touch.