“Order was for my sons birthday. I advised the date it was needed and it came late as they claimed it failed because of quality checks. This was highly sentimental order and when I asked for refund I was refunded the postage price which they failed to uphold anyway and so should have been refunded anyway. Embarrassing service given the nature of the product”
We are truly sorry to hear that your order did not arrive in time for your son’s birthday. We completely understand how important and emotional these pieces are, and we know occasions like that carry a lot of meaning.
Every piece we create is made individually and by hand, and while we always work to the timeframe provided, we will never send out a piece that hasn’t passed our quality checks. While this can sometimes cause a delay, it is always done to ensure the piece you receive is something you can treasure.
We did refund the postage in recognition that the delivery timeframe was not met, but we are sorry that this did not feel like a fair resolution for you.
Your feedback is genuinely important to us, and we are sorry that your experience left you feeling disappointed. If you would like to discuss this further, please do feel free to contact our team directly and we would be very happy to help.
Warm regards,
Hand on Heart Jewellery
“Thank you so much for the beautiful pieces you created to cherish and remember my Dad. You kept us informed every step of the way. The attention to detail and quality in the jewellery and packaging is second to none. Thank you team, we're delighted X”
Thank you so much for your kind and heartfelt words. ❤️ We’re truly honoured to have created pieces that help you cherish and remember your Dad.
It means the world to us that our attention to detail, quality, and updates throughout the process made a difference. Knowing you’re delighted with the jewellery and packaging is incredibly rewarding for the whole team - Team HoH x
“Excellent service from start to finish and was pleased to have been updated on its arrival - would definitely recommend your company to friends and family x”
Thank you so much for your lovely feedback. ❤️ We’re thrilled to hear that you felt supported from start to finish and that our updates were helpful. It means so much to us to create jewellery that holds special meaning and brings comfort every day, and we’re truly honoured by your recommendation to friends and family - Team HoH x
“My necklace arrived today & I love it.
It’s bigger than I thought & it feels so nice to have Raven back with me.
It was so well packed you can tell it was done with care. From the moment I placed my order you could tell that the company knew they were dealing with something precious.
Thank you”
Thank you so much for sharing your experience. ❤️ We’re truly touched to hear that your necklace helps keep Raven close to you and that the care we put into every step made a difference.
It’s an honour to create jewellery that holds such precious memories and brings comfort every day. Knowing it feels special to you means the world to us - Team HoH x
Thank you so much for your kind words. ❤️ We’re delighted to hear that you’re very happy with your urn necklace and that your experience with us was brilliant from start to finish - Team HoH x
“I had been searching and comparing options for quite some time before a colleague recommended Hand on Heart. I was incredibly apprehensive about handing my most special ashes over (especially via post) but communication was frequent and the care taken in handling everything was thoughtful and respectful. It felt like they genuinely shared in the importance.
If you’re feeling unsure, wondering whether you can trust a stranger with your loved one’s ashes, I can recommend Hand on Heart without hesitation.”
Thank you so much for sharing your experience. ❤️ We completely understand how personal and nerve-wracking it can feel to entrust us with something so precious, and we’re so touched that our care and communication helped put your mind at ease. It’s truly an honour to create jewellery that holds such meaningful memories and brings comfort every day. Your recommendation means the world to us — thank you for trusting us with your loved one - Team HoH x
“I am beyond delighted with the two very special necklaces I have received. Beautifully made, solid and gorgeous. I keep my husband and my mum very close every day now.”
Thank you so much for sharing your heartfelt words. ❤️ We’re truly honoured to hear that your two necklaces help keep your husband and your mum close to your heart every day. Knowing that the pieces bring comfort and hold such precious memories means so much to us. It’s a privilege to create jewellery that is both beautiful and deeply meaningful - Team HoH x
“The communication was out standing it was great to have updates regarding my order. The necklace arrived on time, an came beautifully packed the personalised touches were so warming!”
Thank you so much for your wonderful feedback. ❤️ We’re delighted to hear that our communication and updates made the process smooth, and that your necklace arrived on time and beautifully packaged. It means so much to us that the personalised touches brought warmth and comfort — it’s an honour to create jewellery that holds such meaningful memories - Team HoH x
Thank you so much for your kind words. ❤️ We’re delighted to hear that the website was easy to use, your order arrived on time, and that you’re very happy with your purchase - Team HoH x
Thank you so much for your kind feedback. ❤️ We’re thrilled to hear that your item is lovely, well-made, and of excellent quality, and that the service and packaging met your expectations - Team HoH x
Thank you so much for your wonderful feedback. ❤️ We’re delighted to hear that you found our site, communication, and service excellent. It means a great deal to us to create jewellery that holds special meaning and brings comfort every day - Team HoH x
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