Delivery & Returns - Information

Delivery & Returns -  Information

COLLECT SERVICE from our studio DH9 -  FREE

(please select FREE COLLECTION on check out then contact us to arrange collection once your order has been made) 

please see other delivery options available at checkout

 

We aim to dispatch non personalised items and those that dont contain ashes, hair etc,  within3 working days (usually the next working day). These items are dispatched with a standard royal mail tracked service

For personalised items and those containing ashes hair etc we aim to dispatch with 10 working days of us receiving your inclusion pack  (with the exception to custom designs which are made to order and can be up to 8 weeks - please see item description)

Items containing ashes, hair etc are all sent by tracked and signed 48 service with royal mail (this can be upgraded to 24 service or special next day delivery if preferred).

 

Certain UK addresses are subject to different rates and timescales. These exceptions are listed below.

Please note: that our couriers do not deliver on Bank Holidays including Good Friday. The delivery will be made the next working day.

 

Out of Stock Products

If a product is out of stock, the majority of the items listed will be marked as Sold Out. In the case of memorial rings, once youve confirmed your ring size we will notify you in the instance fo your size being unavailable or delayed. Some items give you the opportunity to pre order - you will then be kept up to date with expected stock delivery dates and your item sent out to you as soon as it becomes available. 

Pre Order Products

If an item is temporarily out of stock then there may be an option to Pre-order, which will allow you to place an order for the item prior to it coming into stock. As soon as the item comes into stock the order will be processed and shipped out to you.

Exceptions

There are however a few exceptions to the standard delivery terms. These are:

  • UK islands, e.g. Isle of Wight, Jersey, Isle of Jura, etc.
  • Parts of the Scottish Highlands.
  • Parts of Scotland.

Many of our smaller products are dispatched via Royal Mail to the above areas and will still maintain the standard delivery status.

*Please contact us prior to ordering so that we can arrange a quote

Silver Dove will endeavour to dispatch these products within the said dispatch times, and in the vast majority of cases, we will actually dispatch earlier than the allotted time.

 

Non Delivered Goods

If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item (subject to stock availability) or refund you

We also reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail. Undelivered items that are made to order, personalised etc will not be eligible for refund. There will be a charge to resend the item if it is returned to use due to incorrect postal information or if the item is not collected from the post office.

 DAMAGES

It is the “RESPONSIBILITY” of the person accepting the item(s) to CHECK for damage and sign for as either 'GOODS DAMAGED' or a standard signature of “Received in good condition'. A signature signed 'UNCHECKED' does NOT entitle you to a replacement item or refund if you happen to open your goods and find damaged parts.

 If you are unsure please sign for goods as damaged. You are entitled to refuse any delivery that doesn't arrive in good condition. If you decided to refuse, please sign: refused as damaged
 

 

Returns Policy

If you wish to return any purchase please fill out the RETURNS FORM below prior to returning.

We will then issue you with a RETURNS NUMBER.

Returns cannot be accepted without submitting the Returns Form first.

** please note Silver Dove Memorial items cannot be rerurned unless faulty. Orders for memorial items cannot be cancelled once the process has begun as they are custom made

 

 

At Silver Dove Memorial Jewellery we are determined to go to every length to ensure that you are a happy customer. We therefore offer a 'No Quibbles' guarantee. This means that if for any reason you are unhappy with your purchase you can return it (with the exception of custom made memorial jewellery & keepsakes, unless faulty).

Before you request the return of a product, please ensure you have read through our returns policy.

Returns Process:
1. Email using our contact form to inform us of your return
2. Put your item(s) into a protective box or other suitable protective packaging and post to the returns address below. Don't forget to enclose a note with your name, address and order number
 

For Non-Faulty Goods

If you have had a change of heart you must return the item to Silver Dove Memorial Jewellery unused and in its original condition within 14 days starting from the day after the delivery has been received (gift items only, NOT custom made or personalised pieces). Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers if appropriate.

All you pay for is the postage cost of returning the goods. We recommend using a tracked service For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.

Exceptions  

We regret that we cannot accept returns on the following non-faulty products:

  • The products(s) has/have been personalised, made to order or customised in any way.
  • The non-faulty product does not arrive at Silver Dove in a resalable condition.  In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
  • The product(s) are earrings.

For Faulty Goods

If the product you have ordered is faulty you have 30 days in which to return it.  Parcels or items damaged in transit must be verbally reported to Silver Dove Memorial Jewellerys before 3.00pm the next working day following delivery, and also by email within 3 days. 

When returning faulty items we may still ask you to return goods yourself. On receipt we will reimburse the costs incurred*. We shall pay you a reasonable* postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier.

* Please obtain a proof of postage costs so we can reimburse you the full amount.

*Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £10. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary).  If the postage costs are going to exceed £10 please contact us  for further advice.

Exceptions

  • If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods.

Refunds
We will confirm that we have received your return.  After receipt of your goods we aim to issue refunds within 14 working days. The cost of your item will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Cancellations

If you wish to cancel an order please contact our Customer Services Team on 0191 3692524 or email us  [email protected]. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items. 

This returns policy does not affect your statutory rights.