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ORDERING, PAYMENT, DELIVERY, RETURNS
ORDERING
1. Place your fingerprint jewellery order via the shopping cart or contact us by telephone or via email.
2. We will send you out the correct impression kit straight away.
3. When we receive your prints, we will test them to make sure they are clear enough to replicate in precious metal.
4. We will create the master copy of your item and cast it in the precious metal of your choice.
It will be hallmarked, engraved and set with gemstones if requested.
5. We will email you at each stage of the process, to update you about your piece of jewellery.
6. Multiple copies of the same piece can be created on request from a single fingerprint, handprint, footprint or paw print impression.
PLEASE REMEMBER
Our experts create every personalised fingerprint gift by hand from a piece of wax.
They are individually crafted and 100% custom made.
It is a very lengthy process and it is not possible to “speed it up” or to provide an express service when producing these quality pieces.
We believe that everything we make for our clients is worth the wait.
As every item is created using molten gold and silver, the final gift is heavy weight and we are legally required to have most pieces Hallmarked. This can add up to 14 days to the making process.
The hallmark proves that all our Silver, Gold and Platinum gifts have been independently tested by a UK assay office to determine their quality and guarantee purity.
Tiny silver fingerprint, handprint or pawprint charms and charm beads do not have to be hallmarked because their weight means this is not a legal requirement. However, we automatically submit everything we make to be hallmarked, unless specifically asked not to.
It is a very lengthy process and it is not possible to “speed it up” or to provide an express service when producing these quality pieces.
We believe that everything we make for our clients is worth the wait.
As every item is created using molten gold and silver, the final gift is heavy weight and we are legally required to have most pieces Hallmarked. This can add up to 14 days to the making process.
The hallmark proves that all our Silver, Gold and Platinum gifts have been independently tested by a UK assay office to determine their quality and guarantee purity.
Tiny silver fingerprint, handprint or pawprint charms and charm beads do not have to be hallmarked because their weight means this is not a legal requirement. However, we automatically submit everything we make to be hallmarked, unless specifically asked not to.
Due to the way each piece is created, we expect to complete items within 8 weeks, from the point of receiving your fingerprints, handprints, footprints or animal prints - Unless something really unexpected happens.
Our Process
Once we receive your impressions, it takes approximately 3 weeks to create the master copy of your piece of jewellery in wax, then to cast it in precious metal.This takes into consideration our postage times and if we need to reject casts that do not meet our expected standard.
It then takes approximately 2 weeks for pieces to be engraved and an additional 2 weeks to be set with diamonds or gemstones if this is required.
It then takes a minimum of 1 week for the Assay Office to apply the legally required hallmark.
Finally, at the 8 week point, we will be able to gift wrap your piece of jewelery and arrange delivery at a time that is convenient for you.
*** Ashes Memorial Jewellery can often take one additional week due to the laser work involved.
PRICES AND PAYMENT
All prices shown on the Sophia Alexander website are in pounds sterling and are inclusive of VAT.
Customers from outside the UK should be aware that changes in currency exchange rates may effect the price of items ordered.
If jewellery is shipped outside the UK; packages may be liable to importation taxes; local charges; duty charges or other costs applied by customs officials in the country into which it is received. We provide you with this advice, but in no way can be held responsible for this and it is not something within our control.
Customs fees and VAT differs wildly from country to country and are usually charged before a package can be delivered, so it is very important that you find out which charges specifically apply to your own country.
As an example, if we ship a £2000 ring to the Australia, the Australian Government will charge you 10% customs duty tax.
This will be equal to value of the ring, plus an additional 10%.
We do not pay in any way for any of these charges.
No order will be processed before full payment is made.
1. Once we have received your order, we will send a confirmation e-mail to the address provided.
2. We will then get in touch with you to make sure you are happy with the details of your order and to answer any questions you might have.
3. We will then post a gift wrapped impression kit to you. This will vary depending on the type of personalised jewellery ordered.
We do not usually send our kits out unless we have been able to make contact by some means.
4. Once you have received your kit, you can take your impressions in your own time and return to us whenever they are ready.
5. Once we have received them, we will start to process them.
At this point, you have 7 days in which your order can be cancelled.
If you choose to cancel your order at this point, all monies paid will be immediately refunded, minus the cost of your impression kit and postage we have paid.
After this point, we will have started working on your ordered piece and no refund can be given. All pieces are completely custom made and personalised. (please refer to Terms & Conditions).
Please Note:
Gift Vouchers and orders placed for bespoke jewellery are Only Valid for 12 months subject to T & C’s.
If you place an order for an item of jewellery but do not return your fingerprints, handprints or other impressions to us within 12 months of the date of purchase we reserve the right to refund any money you have already paid.
If we provide you with a quote for a piece of bespoke jewellery, this quote is also strictly only valid for 12 months.
If you purchase an impression kit, you should be aware that jewellery prices may have changed by the time you decide to place an order.
The price we are able to buy gold, silver and other precious metals at, fluctuates wildly over time.
We update the prices shown on our website, in our marketing materials and on other platforms regularly to reflect this.
For example, if you ordered a gold necklace or another piece of jewellery from us 10 years ago, it will now cost us significantly more to create the same piece because the price we are able to buy gold at has increased.
DELIVERY
All prices shown include the standard UK delivery charge.
For international orders, please contact the Sophia Alexander customer care team
Each piece of handmade jewellery and every personalised gift created by Sophia Alexander takes approximately 8 weeks to complete from the point we receive your prints back in the studio (unless something really unexpected occurs).
Packages will be posted at the 8 week completion point unless something very unexpected occurs.
Once complete, you will be immediately notified to arrange delivery at a time most convenient for you. As all deliveries are made via Royal Mail Special Delivery™ Next Day, your item will be with you by 1pm on your chosen day. If you need to make alternative delivery arrangements, please let us know when you place your order and we will try our best to accommodate your needs.
All UK Royal Mail deliveries will require a signature on arrival. It is the responsibility of the customer to ensure the delivery address provided is accurate and to ensure that somebody is available to sign for all items delivered.
Please note that once your jewellery has left Sophia Alexander and is in the care of Royal Mail, we cannot be held responsible for any delays with the delivery.
Please note that International deliveries will take significantly longer than one day. There is no next-day international service.
The Royal Mail website states that they aim to deliver to European destinations within 3-5 working days and other worldwide destinations within 5-7 working days but in our experience, our packages take significantly longer than this.
Shipping times should be added to the 8 week completion time.
RETURNS
If in the very unlikely event that a fault has occurred in producing your jewellery then we will of course immediately restore or replace it. If this were to happen, you should return the item in suitable packaging to avoid damage in transit and with suitable postal insurance.
Please notify the Sophia Alexander customer care team by telephone or email and return your item within 10 working days from the date of delivery in its un-worn, original condition, together with your receipt and all jewellery packaging.
It is important to note that each keepsake and piece of jewellery created by Sophia Alexander is a bespoke, commissioned work of art.
They are handmade and not “manufactured” in any way.
Therefore, unless there is a production fault, we do not accept returns on these items and do not offer any sort of refund.
We go to every effort to ensure that your piece is exactly as you wish it to be before it is sent out to you, but please keep in mind that a piece individually commissioned for you will inevitably vary slightly from the pieces shown in the Sophia Alexander website photographs, for instance, precious stones may vary slightly in colour (refer to Terms & Conditions).
Please note, that every single item of jewellery is fully photographed prior to shipping to protect us from foul play.
