Terms of service

Terms of Service

1. About Tilly & Co Memorial Jewellery Ltd

Tilly & Co Memorial Jewellery Ltd is a UK-based business specialising in handcrafted memorial jewellery, ashes jewellery, breastmilk jewellery, keepsake jewellery, and personalised remembrance gifts. By accessing our website and placing an order, you agree to be bound by these Terms of Service alongside our full Terms & Conditions, Privacy Policy, and any other policies displayed on our website.

Throughout these Terms of Service, references to "we", "our", and "us" refer to Tilly & Co Memorial Jewellery Ltd.

2. Handmade & Bespoke Memorial Jewellery

The majority of our products are handcrafted to order and created specifically for each customer using their own sentimental inclusions.

As every piece of memorial jewellery is individually handmade, slight variations may occur between pieces, making each item truly unique.

Our current production times are:

Standard memorial jewellery orders: approximately 6 weeks
Bespoke, gold, and custom-designed pieces: up to 12 weeks

Lead times begin once your inclusions have been safely received and may vary during busy periods. Current turnaround times are displayed throughout our website.

3. Sending Ashes, Hair & Other Inclusions

Customers are responsible for safely packaging and posting their inclusions to us.

We accept a variety of inclusions, including:

Cremation ashes
Hair
Fur
Horse hair (must be washed prior to posting)
Breastmilk
Umbilical cord
Dried flowers
Fabric
Sand
Other sentimental materials

Every inclusion is treated with the utmost care, dignity, and respect throughout the creation process.

Any unused inclusions will be returned with your completed order where possible.

Tilly & Co Memorial Jewellery Ltd cannot accept responsibility for inclusions lost, damaged, or delayed whilst in transit to us. We strongly recommend using a tracked postal service and retaining a small portion of your inclusion at home whenever possible.

4. Payments

Full payment is required before work commences on your order.

Orders will not enter production until payment has been received and cleared successfully.

We accept payment methods displayed at checkout.

Any additional balances relating to upgrades, customisations, or alterations must be paid within 14 days of request.

5. Cancellations

Due to the bespoke nature of personalised memorial jewellery and keepsakes, cancellations may not be possible once production has commenced.

Orders may generally be amended or cancelled before:

Inclusions have been received
Materials have been ordered
Work has begun

Once production has started, cancellations, refunds, and design amendments cannot be guaranteed.

If inclusions have already been received, they can be returned to you upon request, however any postage costs incurred remain the customer's responsibility.

6. Returns & Refunds

As our products are custom-made and personalised using your own inclusions, they are exempt from the standard 14-day cancellation period under the Consumer Contracts Regulations 2013.

Because every item is made specifically for you, we cannot accept returns or offer refunds for:

Change of mind
Incorrect ring size selected by the customer
Minor handmade variations
Natural resin characteristics
General wear and tear

If your item arrives damaged or develops a manufacturing fault, please contact us as soon as possible.

In accordance with the Consumer Rights Act 2015:

Faulty items may be eligible for repair, replacement, or refund.
Faults must be reported within 30 days of delivery wherever possible.
Manufacturing faults remain covered for up to 6 months from receipt.

Any returns must be authorised by us before being sent back. Unauthorised returns may be refused or returned at the customer's expense.

7. Delivery

Completed orders are typically dispatched using:

Royal Mail Tracked 48Hr
Royal Mail Special Delivery (Gold Orders)

Customers are responsible for providing accurate delivery information at checkout.

Tilly & Co Memorial Jewellery Ltd cannot accept responsibility for parcels delivered to an incorrect address supplied by the customer.

Should a parcel appear delayed, customers should first review their tracking information. Missing parcel investigations may take up to 30 days from dispatch before a claim can be made.

8. Ring Sizing & Measurements

Customers are responsible for ensuring all ring sizes, wrist measurements, chain selections, and other custom sizing information are correct at the time of ordering.

We strongly recommend obtaining a professional ring measurement before purchasing memorial rings.

As all pieces are custom-made, refunds or replacements cannot be provided for sizing errors supplied by the customer.

9. Colours, Resin & Handmade Finishes

Every piece of handcrafted memorial jewellery is unique.

Due to the nature of resin, pigments, crushed opals, inclusions, and handmade craftsmanship, colours and finishes may vary slightly from product photographs shown online.

Natural variations are part of the beauty of bespoke memorial jewellery and are not considered faults.

Minor air bubbles or slight differences in pigment placement may occasionally occur and do not affect the durability or quality of the finished piece.

10. Intellectual Property

All website content, product descriptions, photographs, logos, branding, artwork, and jewellery designs remain the intellectual property of Tilly & Co Memorial Jewellery Ltd.

No content may be copied, reproduced, distributed, modified, or used without our prior written permission.

11. Governing Law

These Terms of Service are governed by the laws of England and Wales.

Any dispute arising from the use of our website, products, or services shall be subject to the exclusive jurisdiction of the courts of England and Wales.