All Jewellery Items
All the photographs on this site are for information purposes only and due to the handmade nature of each piece of jewellery, small differences will occur. Each item of jewellery is handmade and hand polished which means there will always be an organic feel to the piece. We do not try to create a factory ‘mass produced’ effect with the jewellery. There may be some markings on the back or slight imperfections on the surface which make your charm 100% unique.
Please note that children under six months old and sometimes older may not have defined fingerprints. It is entirely up to you at what age you choose to take a fingerprint impression for a young child. Many find that any impression is unique and special leading them to go ahead with fingerprint jewellery when the child is very young.
On receipt of your order we will post out a print / impression kit. When we receive your prints at Felix & Reuben HQ, we will notify you via email. In this email we will confirm the details of your jewellery order, we will ask you to provide any names that you would like adding to your jewellery, please ensure that you take care to provide correct details, especially spellings of names and correct dates etc for inscriptions / stamping. We cannot be held responsible for any errors on items of jewellery resulting from incorrect details given. Full instructions for taking prints are included with your print / impression kit, but Felix & Reuben cannot accept responsibility for poor quality prints. If you are unhappy with your prints, please contact us and an additional print kit will be made available to you at a reduced cost. It is up to you to check that you are happy with the prints before returning them. If I have any concerns about the suitability of the print and how it will transfer to silver we will contact you to discuss before going ahead with making the jewellery item.
The standard thickness of our charms is 1.5mm. Our double sided charms are approx 2.5mm thick, this is due to them holding a print / writing on the front and reverse. Due to the process used to make your jewellery, please allow for a 10-12% shrinkage on charm sizes.
Cancellation
You may cancel your order at any point before your prints are returned.
When you return the prints and confirm your order details via email, at that point you are not able to cancel the order as we will begin to make your jewellery item. Up until that point, you may cancel your order by contacting me via email at contact@felixandreuben.co.uk. If at the point of cancellation no impression kit has been sent out then you will receive a full refund. If you cancel your order after the printing / impression kit has been posted out a charge of £14 will be made to cover the costs of the kit and postage. Impression and print kits are often posted out within 48 hours.
It will take up to 28 days to complete your order on receipt of the print(s), often it will be sooner but we do not offer any guarantees with the standard service. If you need to guarantee that an item will be dispatched sooner, please select one of the priority options at checkout. If you need your items for a specific date (e.g. a birthday), please let me know.
All postage and packaging is an additional cost. Please see options at checkout.
Hallmarking policy?
Current legislation states that silver items that weigh less than 7.78 grams need not be hallmarked. Hall marking is however a legal requirement for any item over this weight. Our company policy is to only hallmark items over 7.78 grams, the majority of our items are below this weight. However, if your item is under this weight and you would still like it hallmarking, we can arrange this for you for an additional cost. Please do bear in mind however that in order for your item to be hallmarked it is sent away to the assay office which will lengthen the time in which you will receive your order by two further weeks.
Returns Policy
All our bespoke, personalised jewellery, including, handprint, footprint, fingerprint, pet print, drawing, and writing jewellery, are excempt from being returned, unless the item is faulty.
Items such as chains and bracelets are eligible for return, but in order to be eligible, the item must be in the same condition as when it was received, unused and in the original packaging.
We cannot accept returns on items unless they are damaged or faulty on delivery. As all items are handmade and personalised I cannot accept returns on any other basis. If you need to return an item please contact me within 7 days of receipt of the item for details of how to return an item.
Upon return to Felix & Reuben, your item will be evaluated and inspected. We will contact you via email to confirm if your refund has been approved or rejected. If the refund has been rejected we will explain the reasons for its rejection. If your refund is approved, your refund will be processed within 14 days, via the original method of payment, unless agreed otherwise.
This policy expires after 30 days. If 30 days has passed, since your purchase we are unable to offer an exchange or refund.
Gift Vouchers
Our gift vouchers have an expiry of 12 months, from the date of purchase. Gift vouchers are non – refundable or transferable.
Exchanges
We really do hope that you love your jewellery as much as we loved making it, but, if for any reason you are unhappy, please contact us as soon as possible at contact@felixandreuben.co.uk
If you believe your item to be faulty in any way, we will remake your jewellery for you, free of charge, of course. In order for us to complete a remake however, we will need to view and inspect the original item, before we go ahead with a remake.
Please note that we are unable to remake a piece due to eventual wear and tear or because you have changed your mind about the design.
We provide full care instructions with all our handmade jewellery items, it is your responsibility to ensure that you follow our care instructions and look after your jewellery. If, when we inspect your jewellery, we deem that it has not been cared for in line with our care instructions, then we reserve the right to refuse an exchange.
Exchanges on non personalised items, such as necklaces and chains, that are faulty, will be offered for up to 6 months, from the date of delivery.
Shipping of Returns
Once you’ve notified us via email to contact@felixandreuben.co.uk, that you will be returning an item, we will provide you with the postal address to return.
We will require your product to be returned together with the proof of purchase and a note accompanying it, with your details.
Please return your item via Royal Mail Special delivery, which is a fully tracked, and insured service. If your item is returned via an un tracked service then we cannot guarantee its whereabouts or its safe arrival. If an item is not sent via a tracked service and gets lost in the post, a replacement or refund will not be issued.
You are responsible for the shipping costs of the return. Shipping costs are non refundable.
Timescale
Replacement of non personalised items, such as necklaces and bracelets will be posted out within 14 days, this is however subject to stock levels. If a remake of your jewellery is required, your replacement item will be delivered to you within 28 days. Please note however, that at peak times of year for the business, such as Christmas, Mother’s day or Father’s Day then turnaround time may be longer.
Changes to your order
We are able to make changes to your order, up until you confirm final design details with us, this includes changes to the personalisation and layout of the item.
If you wish to change the type of jewellery or select a completely new design, which involves a change in price, then let us know as soon as possible.
Once you have agreed to design details of your jewellery, which is sent via email, we are unable to make any changes to your order, as your jewellery will already be being made.
Cancellation
Once your jewellery has started the design process, we are unable to cancel your order.
If you’ve not sent your prints back to us and would like to cancel your order, please send an email to contact@felixandreuben.co.uk as soon as possible.
By placing an order, you are accepting the above terms and conditions.
Workshop Terms and Conditions
Full payment is taken to secure your place on a workshop. Please note that we can only provide refunds or transfers to another date, in the event of a workshop being cancelled due to insufficient numbers of students or unforeseen circumstances. If this happens, you will be notified and full payment will be refunded or a different course date offered.
Please note that NO transfers or refunds will be given for workshops missed due to holidays or any other personal reasons. Please ensure that you can attend on the chosen date before making payment and committing to the date.
If you are ill (including Covid) please do not attend, and we will offer a different workshop date, however, you must have let us know before the workshop takes place, in order for a different date to be offered. If you only let us know during the scheduled workshop or after the workshop has taken place, an alternative date will NOT be offered and NO refund will be given.
The only instance where a refund will be provided is if the workshop is cancelled due to insufficient numbers or unforeseen circumstances. A refund will not be provided in any other circumstance, only a different date offered
Our gift vouchers have an expiry of 12 months, from the date of purchase. Gift vouchers are non – refundable or transferable.