This version of our Terms of Business was last updated 12.11.2021

Stock & Bespoke Orders

‘Stock’ applies to all sterling silver lockets & sterling silver earrings. These are items we aim to have in stock although this may not always be possible depending on specific colourway / chain length.

‘Bespoke’ applies to all 9ct gold and 18ct gold lockets & earrings, and any orders with personalisation/customisation. All 9ct gold and 18ct gold items are made to order as we do not carry a stock of designs in these metals. As such this means that they are not eligible for return, apart from in situations outlined below in the Returns section. We ask for your particular care and attention when ordering any gold items.

Personalisation/customisation applies to any metal, and refers to any alterations to chain lengths, addition of stonesettings, engraving of any surface, and any other specifically requested alteration to design/colourway/measurements or bespoke combination.

Please note that customers own stones are not covered by the Memori Keepsakes Warranty, and as such Memori Keepsakes are not held liable for any damage to the stone or piece resulting from a flaw or fault within the stone. This includes the replacement of any customer-supplied stone where the stone has become damaged, meaning that responsibility for the cost of a replacement stone falls upon the customer. Letters to Jinny sourced stones are covered by the Letters to Jinny Warranty.

We cannot accept any returns on bespoke or personalised items, so we ask for your particular care and attention when ordering these pieces. Please see the Returns section below for full details.

For all Bespoke Orders placed outwith the website we require a non-refundable 50% deposit to confirm your order, with the balance due upon completion of your order, prior to delivery/collection. Goods remain the property of Letters to Jinny until paid for in full.

Please refer to our Intellectual Property & Copyright section below for details regarding bespoke orders and design rights.

Payment Methods

Orders placed online through the Letters to Jinny website are taken through Stripe (you can learn about Stripe here), or Paypal,

Orders placed via email or over the phone are taken via bank transfer, or iZettle (you can learn about iZettle here). Your order will only be confirmed once payment has been received.

Orders taken in person can be made via iZettle or in cash.

Our payment methods accept all major credit & debit cards.

Delivery

All of our jewellery is sent using Royal Mail Special Delivery as this is a trackable and fully insured service. This also means that a signature is required upon delivery and will be delivered by 1pm on day of delivery.

Delivery FREE for all UK orders / £25.00 for EU orders / £45.00 for Worldwide outside of EU*

*For international shipments outside the European Union, all import duties, sales taxes or other import costs, incurred at the point of entry into the destination country are the responsibility of the customer. For international duty rates please contact your local customs department.

As most of our items are made-to-order please be aware that it can take between 2-8 weeks for delivery.

However, we do also hold a small stock of ready-to-go items, so in some cases the items will already be made and so delivery in this case is 3-5 working days from placing order. We will always email to confirm delivery time once an order is placed, but you are welcome to enquire delivery time before you place your order.

If you need items by a specific date, just send us a wee message before placing your order, and we'll let you know if your date is achievable.
 

Returns & Cancellations

Stock Orders with no personalisation - You may cancel your order up to 14 days after receiving it. To Cancel your order please get in touch ASAP

Bespoke & Personalised Orders - You may cancel your order within 48hrs of placing it, please get in touch immediately.

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We hope you will be delighted with your Letters to Jinny piece. If however for some unfortunate reason you are not entirely satisfied with your piece, please contact us.

Letters to Jinny guarantees a warranty period of 12 Months from the date of purchase for all lockets. Proof of purchase is required to validate our warranty. Letters to Jinny Warranty covers manufacturing and material defects for lockets purchased directly from Letters to Jinny, either through our website, via email (this includes referrals via our affiliates), or in person. Our Warranty only covers damages that are not caused by customer wear & tear / accident / inappropriate use and all items outside the Warranty period will incur an additional charge (see Repairs section below). Please email us before you return your piece so that we are aware of the return. We'll email to let you know we have received your piece back with us safe and well.

We will repair/replace/refund items which are found to be faulty. Refunds will be issued where an item is found to be faulty and a repair or replacement is not preferred.

We cannot accept any returns on bespoke or personalised items, so we ask for your particular care and attention when ordering these pieces. Please be aware that all 9ct gold & 18ct gold items are made to order and as such are considered a bespoke item. This means that they are not eligible for return unless a manufacturing fault has been found.

A return due to ‘change-of-mind’ applies solely to unworn website stock items* bought via the website. For stock items bought from us in person (where you have been able to handle the item prior to purchase) a credit note or alternative stock item exchange will be given provided that the item is unworn and both the item & packaging are undamaged and intact. The amount eligible for exchange/refund will be the total value of returned stock & original postage costs. Buyer is responsible for all return postage costs.

* ‘stock items’ refers to sterling silver lockets

Repairs & Reconditioning

Repairs for items damaged or broken through customer wear & tear / accident / inappropriate use, and for items outside of their warranty are available, with price agreed before any work commences. Customer is responsible for all postage costs for wear & tear / accident / inappropriate use & outside of warranty repairs.

It is possible to bring your piece back to it’s original condition when you first received it. This can include cleaning, refinishing, and re-plating. Reconditioning starts at £30, but we will quote you on a case by case basis, with price agreed before any work commences. Customer is is responsible for all postage costs for reconditioning.

Please be aware that if your locket is lined, then the lining paper will need to be replaced in most cases when a repair or reconditioning is carried out. We offer to replace your lining paper for free the first time, and thereafter a Lining Paper charge will be added to the cost of the repair/reconditioning. Please also be aware that although the same paper choice is possible, the exact same part of the pattern is not guaranteed. This is due to the nature of the paper and how we cut it.

The Letters to Jinny Warranty

The Letters to Jinny Warranty is valid for 12months from purchase date.

This warranty covers the following within the first 12months after purchase:

• Chain breakages

  Where, within the warranty period, a chain breaks through customer wear and tear, we will repair the chain as discretely as possible free of charge.

• Lost/Damaged Printed Notepaper Replacement

  Where, within the warranty period, you either lose or damage your printed notepaper, we will send you out a replacement free of charge. This is limited to 3 replacements. Subsequent replacements out-with the warranty will be charged at the current price of a Printed Notepaper add-on.

• One Damaged Lining Paper Replacement

  Where, both within and out-with the warranty period, you damage your lining paper, we will fit a replacement free of charge the first time. Subsequent replacements, both within and out-with the warranty will be charged at the current price of a Lining Paper add-on.

This warranty covers the following continually after purchase:

• Lost/Damaged Blank Notepaper Replacement

  Where, within or outwith the warranty period, you either lose or damage your blank notepaper, we will send you out a replacement free of charge. This is a life-time guarantee for as long as Memori Keepsakes is trading.

Please note that postage is not covered when returning your piece to us, but return postage when we send your piece from Letters to Jinny back to you is covered during your warranty period.

Intellectual Property & Copyright

All design rights, intellectual property and copyrights remain the sole property of Letters to Jinny.

All the items to be found on the Letters to Jinny website & other online platforms (brand names, photographs, pictures, texts, logos, films and so on) are protected by the laws governing intellectual property rights and, unless stated otherwise, are the exclusive property of Letters to Jinny.

When a bespoke order has been placed where alterations have been made to an existing design, or a brand new design is developed in cooperation with you, the customer, all design rights and copyright belong solely to Letters to Jinny. This includes the right to reproduce said designs for selling purposes at any point in the future. At no point during the order process or thereafter do the design rights, intellectual property or copyright pass from Letters to Jinny to the customer.

Letters to Jinny reserves the right to publish images of any bespoke designs & orders both in print and online. This will be done with the utmost sensitivity to you the customer, ensuring that any and all identifying marks or personal indicators, such as engraving/photographs/names etc., are censored and obscured, unless express permission to publish uncensored has been granted in writing (either written or electronically) from the customer to Letters to Jinny. We will endeavour to alway work with you when publishing an image of your order for the first time.

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All Design Rights, Intellectual Property Rights and Copyrights remain the sole property of Letters to Jinny. Prices are correct at the time of publication. Letters to Jinny reserves the right to review their prices at any time.