This is the first time I have used any kind of service like this, and I can honestly say from the point of ordering to receiving the item the service was exceptional. I had a few issues with the fingerprints I had taken (my fault entirely) and Charlotte couldn't of helped me more. Every step of the process Charlotte assisted me and kept me informed and if I needed or had any questions she was more than happy to help. I wouldn't hesitate to use "Hand on Heart again and I highly recommend anyone who is thinking of purchasing an item for a loved one please use this company as they are sensitive, compassionate and professional.