Terms & Conditions

Refund Policy

Cancellation Policy

For all orders placed and fully paid for, that are cancelled prior to materials being posted, there will be a full refund via Paypal.

Any fully paid orders that have had materials posted to the customer, may be cancelled, however they will incur a £10 material, post and admin charge and the balance will be refunded via paypal.

For all orders where materials have been returned and work has commenced we are unable to offer any refund. As all orders are Pesonalised bespoke items, we are obviously unable to attach a re-sale value.

Touch on Silver do not like to offend their valued customers and therefore would appreciate not being placed in a position where offending would become a necessity.

Postage and Shipping

All our charms and pendants are individual handmade pieces of jewellery and therefore will vary slightly from those shown. Each piece is cut and engraved and then polished to a high standard, which gives it a very natural finish and adds to its charm and individuality.

Care of Your Charms

As your charms are 99.9% silver, which is a soft precious metal, they are susceptible to scratching and tarnishing. We would recommend that you polish your charms and pendants with a soft non-abrasive cleaning cloth, rather than using a commercial silver dip, as this may remove the antiquing finish.

Archiving of Images

All prints and images are securely retained by us to enable you the customer to use them again in the future, if you so wish, rather than having to go through the process of capturing the images again. Unless, of course, you wish to have them redone.

Photographs

All our products are photographed for reference and remain the property of Touch on Silver. These images may be used on our website, however rest assured that discretion is always used and anonymity is maintained.

Urgent Orders

Our delivery time is up to 21 days, however if there is an urgent deadline, then we will endeavour to accommodate this. so please do not hesitate to contact us to request this. There may be an extra postage cost to cover the Special Delivery postage required for speedy deliveries

We will do everything within our power to ensure that you are fully satisfied with your piece of jewellery, but as commissioned items of art, pieces may only be returned if they are faulty.

Please inspect the goods when you receive them for damage. If you are not entirely satisfied with your purchase, please contact us within 48 hours of receipt of goods. We will do everything possible to resolve the problem.

If an item has to be returned, we recommend that goods are dispatched via Recorded or Special Delivery and a receipt is obtained as proof of postage. Until Touch on Silver receive the returned goods then they are the responsibility of the customer. We are unable to accept responsibility for goods damaged or lost in transit.

On placement of an order Touch on Silver will post out the necessary materials to take your hand and footprint, together with instructions and a stamped addressed envelope for the return of completed prints, within 48 hours of order placement, however all orders placed and paid for by 4.00pm will have materials posted out on the same day.

On completion of the commissioned piece of jewellery we will email or telephone you to inform you of the dispatch date.

Your item will be sent Recorded or Special Delivery

Postage Costs are:

Up to £45.00 £3.50

£45.00 - £99.99 £4.50

Over £100 £6.50

The price includes the cost to send and return materials and completed prints respectively, together with the commissioned piece(s) of jewellery.

Please note that all orders over £100.00 will have their goods despatched via Special Delivery, rather than Recorded Signed For.

At no time will Touch on Silver accept responsibility for any item, that is materials, completed prints, item of jewellery or customer pictures or prints, lost in the post.

Please note that once Touch on Silver have posted your finished item it is not our responsibility should the packet be lost or damaged. Should there be any issues with your delivery, we will be able to provide you with a tracking number for either of the postal services, bearing in mind that the Special Delivery option is the only fully traceable service that Royal Mail offer.