Terms of Service

Introduction

These Terms of Service ("Terms") govern your purchase of memorial jewellery and related products from Forget Me Not By Emma ("we", "us", "our"). By placing an order through our website or contacting us directly, you agree to be bound by these Terms.

About Our Products

2.1 Bespoke Memorial Jewellery

All of our memorial jewellery is handmade to order and bespoke in nature. Each piece is individually crafted to incorporate your personal inclusions (such as cremation ashes, hair, or other memorial items) and cannot be resold or reused once created.

2.2 Handcrafted Nature

Our jewellery is handmade and not mass-produced. While we maintain the highest quality standards, there may occasionally be minor imperfections such as tiny micro bubbles in the resin. These are characteristic of handcrafted resin jewellery and are not considered faults. We make every effort to minimise these occurrences.

2.3 Product Variations

• Cremation ashes vary naturally in colour and texture
• Your finished piece may differ slightly in appearance from website photographs
• Each item is unique and variations should be expected
• All jewellery is inspected, photographed and quality-checked before dispatch

2.4 Stock Availability

We do not carry all items in stock at all times. Some products must be ordered from our suppliers before we can begin your commission. If your chosen product is temporarily out of stock, we will notify you as soon as possible and advise of any extended waiting times.

Ordering and Payment

3.1 Order Confirmation

Once you place an order, you will receive an order confirmation. This confirmation does not constitute acceptance of your order. We reserve the right to decline any order at our discretion.

3.2 Pricing

All prices are displayed in British Pounds (GBP) and include VAT where applicable. Prices are subject to change without notice, but any changes will not affect orders already confirmed.

Consumer Rights and Cancellation

4.1 Bespoke Goods Exception

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to goods made to your personal specifications. Because our memorial jewellery is bespoke and incorporates your personal inclusions, cancellation rights do not apply once work has commenced on your item.

4.2 Pre-Production Cancellation

You have the right to cancel your order before we begin work on your jewellery. To cancel:

• Contact us within 24 hours of placing your order
• Email welcome@forgetmenotbyemma.co.uk with your order details
• A full refund will be provided if no work has commenced

4.3 Post-Production

Ring Sizing

5.1 Customer Responsibility

It is solely your responsibility to ensure you have measured your finger correctly and ordered the correct ring size. We strongly recommend:

• Having your finger professionally measured at a local jeweller
• Measuring at different times of day (finger size can vary)
• Considering the width of the ring band when selecting your size
• Allowing for seasonal temperature variations that can affect finger size

5.2 No Exchanges for Incorrect Sizing

Production and Delivery Times

6.1 Standard Turnaround

The standard turnaround time for most jewellery items is approximately 10 to 14 working days from the date work commences. This timeframe excludes weekends and bank holidays.

6.2 Custom Gold Designs

Custom gold designs require additional time as they are made to order by our specialist jeweller. Please allow up to 10 weeks for completion of custom gold pieces.

6.3 Delays Beyond Our Control

• Production times may be extended if products need to be ordered from suppliers
• Seasonal busy periods (such as Christmas) may affect turnaround times
• We will notify you of any significant delays as soon as we become aware of them
• We cannot be held liable for delays caused by circumstances beyond our reasonable control

Quality Standards and Your Consumer Rights

7.1 Consumer Rights Act 2015

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015. Goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

7.2 Complaints and Defects

If you believe your jewellery is faulty or does not match its description, you must contact us within 3 days of receiving your item. Please:

• Email welcome@forgetmenotbyemma.co.uk with photographs of the issue
• Provide your order number and a detailed description of the problem
• Await our response before returning any items

7.3 Our Inspection Process

All jewellery is rigorously inspected and photographed before packaging and dispatch. We retain these photographs as quality control records.

Care and Maintenance

8.1 Aftercare Instructions

A full aftercare sheet will be provided with your finished piece. It is essential that you follow these instructions carefully.

8.2 Resin Care

Resin jewellery requires special care:

• Avoid exposure to harsh chemicals, perfumes, and cleaning products
• Remove before bathing, swimming, or exercising
• Store in a cool, dry place away from direct sunlight
• Clean gently with a soft, dry cloth

8.3 Cubic Zirconia Stones

• Should be worn as occasional pieces, not for everyday wear
• May have stones that become loose over time with regular wear
• We cannot accept responsibility for stones that come loose if worn contrary to our care recommendations

8.4 Damage Through Misuse

We are not responsible for, and will not accept liability for, any damage to the resin or other components that results from failure to follow the aftercare instructions provided.

Repairs and Warranty

9.1 Scratch Repair Service

If your resin piece becomes scratched through normal wear, we offer a repair service:

• Available within 12 months of purchase
• You are responsible for all postage costs both to and from us
• Please contact us before sending any items for repair
• Refer to your aftercare sheet for guidance on preventing scratches

9.2 Warranty Limitations

Our repair service covers manufacturing defects and normal wear issues only. It does not cover:

• Damage caused by failure to follow aftercare instructions
• Damage from accidents, impacts, or misuse
• Loss of cubic zirconia stones from everyday wear
• Incorrect sizing (customer measurement error)

Liability Limitations

10.1 Exclusions

To the fullest extent permitted by law, we exclude all liability for:

• Loss or damage arising from your failure to provide accurate measurements
• Variations in ash colour or appearance in the finished product
• Minor imperfections consistent with handcrafted resin jewellery
• Damage resulting from failure to follow aftercare instructions
• Loss of stones from pieces worn contrary to our recommendations

10.2 Consumer Rights Preserved

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded under UK law

Intellectual Property

All content on our website, including but not limited to photographs, designs, text, and logos, is the property of Forget Me Not By Emma and is protected by UK copyright law. You may not reproduce, distribute, or use any content without our express written permission.

Data Protection and Privacy

We are committed to protecting your personal data. Please refer to our separate Privacy Policy for detailed information about how we collect, use, and protect your personal information in accordance with UK GDPR and the Data Protection Act 2018.

Changes to Terms

We reserve the right to update these Terms from time to time. Any changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated Terms.

Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your purchase will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

If you have any questions about these Terms, please contact us: