Shipping policy
Shipping Policy
At Tilly & Co Memorial Jewellery Ltd, I understand that receiving your finished memorial jewellery is an important part of your experience. I take care to package each order securely and use tracked delivery services wherever appropriate.
Where We Ship
Tilly & Co currently ships finished orders to addresses within the United Kingdom.
If you are outside the UK and would like to place an order, please contact me before purchasing so I can confirm whether delivery is available and whether any additional postage or other requirements apply.
Some products or services may have specific delivery restrictions, particularly where precious memorial inclusions are involved. If this applies to your order, I will discuss this with you before proceeding.
Delivery of Finished Orders
Finished UK orders are normally sent using a tracked Royal Mail service.
Our standard delivery is:
Royal Mail Tracked 48
Standard UK delivery is free of charge unless otherwise stated at checkout.
Tracked delivery is intended to provide a convenient and traceable service, but delivery times are estimates and are not guaranteed.
Where available, you will receive tracking information when your order has been dispatched.
Royal Mail Special Delivery
For customers who would like an enhanced delivery service, Royal Mail Special Delivery may be available at checkout for an additional charge.
Special Delivery may also be provided free of charge on qualifying orders, including orders over £200, as stated on our website.
Where Special Delivery is selected, the service is subject to Royal Mail's own service terms and delivery conditions.
Production & Processing Times
Please remember that your jewellery is handcrafted to order, so delivery time does not begin from the date your order is placed.
Our production time normally begins once any required memorial inclusions have been safely received by Tilly & Co and your order is ready to enter production.
Typical production times are:
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Standard memorial jewellery: approximately 4–6 weeks
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9ct gold and bespoke jewellery: approximately 10–12 weeks
Some bespoke or specialist orders may take longer depending on the design, materials, casting, hallmarking or other specialist processes involved.
These are estimated production times rather than guaranteed delivery dates.
You will receive notification when your finished order has been dispatched.
Delays
Royal Mail delivery times are estimates and delays can occasionally occur due to circumstances outside our control, including postal disruption, adverse weather, peak periods, bank holidays or other unforeseen events.
If your order appears to be delayed, please contact me and I will do my best to assist and investigate the delivery where appropriate.
Lost or Missing Parcels
If your order does not arrive within a reasonable period after dispatch, please contact:
Email: chantel@tillyandco.com
I will review the tracking information and, where appropriate, assist with an investigation or claim with the delivery provider.
Please understand that postal investigations can take time and we may need to wait for the delivery provider's investigation process to be completed before a resolution can be reached.
Your statutory consumer rights are not affected by this process.
Incorrect Delivery Information
Please check that your delivery address is correct before completing your order.
If an order is returned because an incorrect or incomplete address was provided by the customer, additional postage may be payable before the order can be resent.
If you notice that your delivery information is incorrect, please contact me as soon as possible.
Sending Your Memorial Inclusions to Tilly & Co
If your order requires ashes, hair, fur, breastmilk, dried flowers or another precious inclusion, I will provide instructions on how to send these to me safely.
Where applicable, Tilly & Co may provide a Memorial Inclusion Collection Pack to make the process as simple and reassuring as possible.
Customers are responsible for securely packaging any inclusions they send to Tilly & Co and should follow the instructions provided.
I strongly recommend using an appropriate tracked postal service when sending precious inclusions and retaining a small portion at home wherever possible.
For further information, please see our Terms & Conditions and FAQ.
Local Hand Delivery & Home Consultations
Where available, local customers may be able to arrange hand delivery of their memorial inclusions by appointment.
Tilly & Co also offers personal home consultations in appropriate circumstances and subject to availability.
Please contact me to discuss whether this service is available for your location and requirements.
International Delivery
International delivery is not currently offered as a standard option through the website.
If you are outside the UK and would like to discuss an order, please contact Tilly & Co before purchasing.
Any international order would be subject to applicable delivery, customs, import and carrier requirements.
Your Consumer Rights
Nothing in this Shipping Policy affects your statutory rights under applicable UK consumer law.
If an order is lost, damaged or fails to arrive as required by law, please contact us so that we can investigate the circumstances and discuss the appropriate resolution.
Tilly & Co Memorial Jewellery Ltd
Every order is packaged and sent with the same care and respect that goes into creating your precious memorial jewellery.