Terms and Conditions
1. About Hope and Grace
Hope and Grace is a UK-based online jewellery brand offering thoughtfully designed pieces created with care and intention. By placing an order with us, you agree to be bound by the following Terms & Conditions.
2. Orders
All orders are subject to acceptance and availability.
Once an order has been placed, it is final and cannot be amended or cancelled.
We reserve the right to decline or cancel orders where necessary, including but not limited to stock issues or misuse of our services.
3. Payment
Full payment is required at the time of ordering.
Orders will only be processed once payment has been received in full.
All prices are displayed in GBP (£).
4. No Refunds Policy
All sales are final.
We do not offer refunds or exchanges, except where required under UK consumer law (for example, if an item is faulty).
We encourage customers to review all product details carefully before completing their purchase.
5. Faulty or Damaged Items
Should your jewellery arrive faulty or damaged, you must notify us within 48 hours of delivery, providing clear photographic evidence.
Where a fault is confirmed, we will offer a repair or replacement at our discretion in accordance with UK consumer law.
Damage caused by wear and tear, accidental damage, misuse, or failure to follow care instructions is not considered a fault.
6. Jewellery Care
Every Hope and Grace order includes a Jewellery Care Card, outlining essential care instructions specific to your piece.
It is the customer’s responsibility to follow these care instructions to maintain the condition and longevity of the jewellery.
Failure to follow the care guidance may result in damage, for which Hope and Grace cannot be held responsible.
7. Inclusion-Specific Jewellery
For jewellery that incorporates customer-provided inclusions, the customer is solely responsible for ensuring inclusions are safely and correctly sent to Hope and Grace.
Please do not send more inclusions than advised. Any excess inclusions received cannot be returned and will not be stored. (with the exception of returning any remaining cremation ashes)
Hope and Grace accepts no responsibility for loss or damage to inclusions during transit to us. We strongly recommend using tracked and secure delivery methods.
Once inclusions have been incorporated into a piece, the order is considered complete and final.
8. Product Presentation
We take great care to represent our jewellery accurately.
Due to lighting, screen settings, and the nature of handcrafted items, slight variations in colour, finish, or size may occur.
All measurements are approximate.
9. Delivery
• Delivery timeframes are estimates and not guaranteed.
• Hope and Grace is not responsible for delays caused by postal services or events beyond our control.
• Responsibility for the item transfers to the customer once the order has been dispatched.
10. Intellectual Property
All designs, imagery, branding, logos, and written content are the exclusive property of Hope and Grace.
These may not be copied, reproduced, or used without prior written permission.
11. Liability
Hope and Grace shall not be liable for indirect or consequential losses arising from the purchase or use of our jewellery.
Our total liability shall not exceed the value of the item purchased.
12. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
13. Contact
For enquiries regarding your order or these Terms & Conditions, please contact us via our official Hope and Grace business channels.
14. Bespoke Made-to-Order Items
All items in our collection are bespoke and made to order. Each piece is created with your loved one's hair, cremation ashes, or other sentimental fibres encased within.
15. Turnaround Time
Our standard turnaround time, from receiving your kit to delivery, is 8 weeks. This timeframe does not apply to orders requiring a custom ring size - we will order in your piece once we receive your size. Delays in returning your kit or providing your size will affect the expected finish date.
Please note that delays may occur due to third parties involved with supplying Hope and Grace or courier services. The dates given are estimates only. We do, however, try our utmost to meet deadlines stated for special occasions.
16. Refunds
Due to the nature of these bespoke made-to-order items, we do not offer refunds on any orders that have been completed. However, if you experience an issue with your item, please contact us to see if we can resolve the matter.
17. Hallmarking
Heavy silver above 7.78g and all gold items are Hallmarked by Edinburgh Assay Office.
18. Product Images
All images on the website of finished pieces containing any inclusions are for reference only. Each memorial piece is individually made using a unique set of ashes/hair. As a result, colour, texture and appearance may vary slightly from the images shown. These natural variations are a part of what makes each piece truly one of a kind.
19. Contact
If you have any questions about these terms and conditions, please contact us at hopeandgracejewellery@gmail.com