Terms & Conditions
PURCHASES
You are encouraged to familiarise yourself with your rights contained within the Consumer Rights Act 2015
If you wish to purchase any product or service made available through the Service (“Purchase”), you may be asked to supply certain information relevant to your Purchase including, without limitation, your credit card number, the expiration date of your credit card, your billing address, and your shipping information.
By submitting such information, you grant us the right to provide the information to third parties for purposes of facilitating the completion of Purchases.
We reserve the right to refuse or cancel your order at any time for certain reasons. These include but are not limited to: product or service availability, errors in the description or price of the product or service, error in your order or other reasons. You agree that Token of Love Limited cannot accept any liability for loss or damage arising out of such cancellation.
We reserve the right to refuse or cancel your order if a fraudulent, unauthorised or illegal transaction is suspected.
TERMINATION & CANCELLATION OF ORDERS
Token of Love or you may cancel your account/order. If we cancel your account/order, we will notify you by email and an explanation for the cancellation will be given.
If we cancel your account/order, any current or pending purchases on your account will be cancelled and will not be dispatched. We reserve the right not to give an explanation.
If purchases are cancelled for any reason prior to being dispatched you will receive a full refund within 14 calendar days.
If you cancel your account, any non-dispatched purchases which have not yet been made will be cancelled and your payment for those orders will be refunded within 14 calendar days.
You as the customer has the right to cancel within the cooling off period of 14 days from your order being placed. This will not apply if we have already started making your custom order. If we have posted you any print or impression kits and these have been used then a refund will be issued minus the cost of these items. If you have not yet used the print or impression kits, you can return this in full with the unused return envelope and a full refund will be issued.
GOODS & PRICING
Small differences may occur in the pieces, such as fonts used for text on your piece. We will use what font will look and fit best on your piece.
We reserve the right to change prices and alter or remove any special offers from time to time and as necessary. All pricing information is reviewed and updated every 24 hours.
QUALITY
All of our jewellery products are handmade and not machine made. The nature of handmade items means that no piece may be without minor imperfections or faint scratches. No two pieces will ever be exactly the same.
RETURNING PRINTS & IMPRESSIONS
We ask that you return your prints or impressions within 7 days of ordering so we can stick to our lead times. We do realise that this may not always be possible. Please return your impressions as soon as possible, so we can fulfil your order. Failure to return prints within 12 weeks from ordering may result in your order being cancelled and without refund.
DELIVERY
Within 24 hours of your order being dispatched, you will receive an email to notify you your order is on its way. If you do not receive your parcel within 7 working days from dispatch, please contact us and we can provide tracking information for the parcel. If your parcel has not arrived within 14 days, please contact your local sorting office to check that it isn’t awaiting collection (even if a card has not been left) as we cannot be held responsible for delivery failure. If your parcel is returned to us as undelivered, a delivery charge of £6.50 will be charged to re-post your item out to you. In the unlikely event of a missing parcel, we cannot offer a remake or refund until the parcel has been officially classed as missing by the carrier which is currently 30 days from posting.
All parcels will need to be signed for. Token of Love cannot be held responsible for any dispute over the signature provided by the carrier and the customer.
Order confirmations will contain the following information:
- Confirmation of what product you have ordered.
- Itemised pricing for your product ordered including, delivery and other additional charges;
- Estimated dispatch time(s);
RETURNS POLICY
We would be sorry to see you go but if, for any reason, you did wish to cancel your order you are able to do so within the cooling off period of 14 days from your order being placed. However, this does not apply if we have already begun creating your personalised order. If you have already used the printing kit supplied a charge will be applied for the kit and delivery, however, if you have not yet used the printing kit, you can return this in full at your own cost for a full refund. Refunds will be issued in no more than 14 calendar days. Please note we postage costs are non-refundable.
We put a lot of care and attention into everything we make and hope you will be delighted with your purchase, but should a problem occur, please contact us so we can help resolve it. Please check your purchase carefully when you receive it. In the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this.
Please note, all Token of Love products are personalised, bespoke or made-to-order to your specific requirements, and as such are non-refundable, unless faulty or supplied incorrectly. To limit the possibility of disappointment we recommend you check your order details very carefully, particularly any engraving request. We also advise you to ensure you are happy with your prints or artwork before returning. You should note that fingerprints from young children will be less defined than fingerprints from older children. We recommended taking fingerprints from children 12 months plus. For younger children we recommend you purchase one of our hand and footprint designs. For any reason you are unhappy with your product and wish to return it postage costs will have to be covered by yourself.
Incorrect goods: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. Providing that we determine that an error on our part has occurred, then we will arrange for replacement goods at no additional cost to you.
Faulty goods: In the unlikely event that goods are received faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. If fault is found within 30 days of your piece being delivered, the customer has the right to reject and receive a full refund. Token of Love has the right to reject a refund if no fault is found.
If fault is found between 30 days – 6 Months assuming it has been delivered with fault. Token of Love will asses the product and if fault is not due to misuse of the product Token of Love has 1 attempt to repair or replace your piece. After this a refund or part refund will be issued at the request of the customer.
After 6 months the customer will need to prove fault at the time of delivery. If no agreement is made the customer may need to take Token of Love to court to prove otherwise.
CONTACT US
If you have any questions about these terms, please contact us.
