Terms & Conditions
We, at Angels Meadow Ltd, believe in presenting the necessary legal terms and conditions in plain English and to avoid “legalese” wherever possible. However, if there is anything on this page that is not clear to you, please do not hesitate to contact us.
We understand that in choosing products from our range you are likely to have experienced an event that could be very disturbing and stressful. We promise that we will do all that we can to provide a sensitive service recognising that fact. We understand that if you are visiting this page, you may be considering a special purchase with us or are experiencing an issue so that last thing you need at a time like this is to read a page full of jargon!
1. General
These terms and conditions set out the basis on which you can use our website and place orders for items from Angels Meadow. By ordering goods from Angels Meadow Ltd you are deemed to have understood and accepted these terms. The supplier of the goods featured is Angels Meadow Ltd, ("Angels Meadow", "we", or "us").
2. Orders
After placing an order, you will receive an email from us acknowledging that we have safely received it and it has been accepted. The contract between us will only be made when we send you this email to confirm acceptance and dispatch. Only those products listed in the email as being dispatched will be included in the Contract.
3. Availability
All items are subject to stock availability. Special orders (Solid 14k Gold & Platinum) are made to order and incur a waiting time (please see our delivery timescales for our latest waiting times), once we have placed your 'special order' with our manufacturer we are unable to cancel/refund your order. We will inform you as soon as possible if all the products in your order are not available and will back order them for you. Prices can change without notice due to ever changing precious metals costs, however once your order has been accepted the price will not change.
4. Chains
Chains are not covered by our returns and replacements policy. Chains that are inclusive of the price are offered as a free grift so are not covered by the Consumer Contracts Regulations 2013. The only exception to this policy is chains that are faulty upon receipt. In this instance please follow our normal returns procedure. Our chains are of the highest quality, however, the wear and tear on these items can be considerable and due to the natural delicate nature of these items they are excluded from all guarantees and warranties listed throughout our website.
5. Ordering Errors
5.1 You can make changes to your order up to the point at which you click on the "submit order" button on the Payment & Confirm section of the checkout process. We will not be held responsible for any engraving or personalisation errors. If you notice a problem on the order after completion contact us without delay.
5.2 Any cancellations or amendments requiring a refund, prior to dispatch, will incur a 50p charge. Which is a charge occurred by us from our payment processors
6. Prices
Please be aware that the prices displayed on our site include Value Added Tax (VAT) where applicable but exclude delivery costs, which will be added to the total amount due. The applicable delivery costs will be clearly displayed during the checkout process. Due to the large number of products on our site, it is always possible that some of the products listed on our site may be incorrectly priced, despite our best efforts. If we discover there is a pricing error, we will normally, at our discretion, either:
(i) contact you and give you the option of reconfirming your order at the correct price or cancelling it; or
(ii) reject your order and notify you of the rejection.
7. Payment
We accept payment with the following credit or debit cards: Visa credit and debit cards, MasterCard credit and debit cards, Switch/Maestro debit cards, Visa Electron cards. We also accept payment by Angels Meadow gift cards. By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions will be in pounds sterling. Non-UK credit card providers and banks will determine the exchange rates to be applied and may add an additional processing or administration charge in relation to such payments which non-UK card holders will be liable to pay. Your chosen method of payment will be charged at the time your order is submitted. If we reject or cancel your order for any reason this charge will be credited back to the same card or account (as applicable).
8. Delivery
We reserve the right to select the most appropriate delivery option to suits our needs. Although we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses, delivery to these locations may take a little longer. When you have chosen the products you want to buy from us, the delivery address will default automatically to the billing address you have entered for your payment card. If you want us to deliver your order to a different address, you can choose this option as you go through the checkout process.
Customers accept that any timescales provided are a guide only and that they will be notified via email when their items have been dispatched. Angels Meadow will not be responsible for delays caused by their couriers or any other matters outside of our control. Where possible a tracking number will also be provided for your convenience. International customers should contact us directly for an estimated delivery time. We will always do our best to dispatch your items in the quickest time possible but this is dependent on stock availability and product combinations you have selected.
Our delivery partners are employed to delivery our items to the delivery address. This does not necessarily mean that the parcel will be handed to the individual that ordered. Customers accept that our delivery partner may leave the item with anybody at the requested delivery address. Customers also accept that our delivery partner may leave the item in a “Safe place” and this may be with a neighbour.
In the event of a non-delivery; where the item is left with a neighbour or is returned to the local delivery office, the customer is required to make contact with them in the first instance. A card should be left in this situation, but Angels Meadow will be unable to assist until the initial contact is made with the customers neighbour or local delivery office.
All items that are updated by our delivery partners as “Delivered” will be classed as a successful delivery until proven otherwise. Although a signature may not be required all our deliveries will be tracked using GPS co-ordinates. In the event of a non-delivery dispute we will obtain these GPS co-ordinates from our delivery partner and will conduct a thorough investigation. We take postal fraud and theft very seriously and will pursue suspects if required.
9. Returns, Replacements & Refunds
We want you to be absolutely delighted with your Memorial Jewellery from Angels Meadow. However, as all of our LifeStone jewellery is custom made with your loved one’s ashes we cannot offer exchanges or refunds unless
a) the product does not match the order, or
b) the product is faulty
If your item is faulty or damaged it will be replaced or refunded no questions asked. Please note, we take photos of every item at every stage of the process to ensure excellent practice and to ensure faults do not occur, but these are here in the very rare instance that a fault may occur. We will be responsible for the shipping, if necessary, unlike most companies in this circumstance. If you have ordered one of our ash holding items and you simply change your mind, no problem! however we do not accept returns of personalised items. Please contact us within 3 days of receipt. We do not accept returns, under any circumstances of any items that have been filled with remains.
Please note special priced items ordered alongside a pendant, such as a chain(Please see our chains category for pricing)or a special additional purchase (Key-ring usual price £10), will be charged for in full if not returned along with the pendant for an exchange/refund. This will be deducted from your refund total.
10. Sentimental Value
We understand that a loved one’s ashes hold a huge sentimental value to our customers. As with any jewellery, there is a risk of loss and damage and customers should understand this when purchasing a cremation ashes pendant. Angels Meadow takes no responsibility for the loss or damage of jewellery or the containing remains.
11. Contacting Us
We handle most of our contact with our customers by e-mail. This is so that we can keep our overheads to a minimum allowing us to pass on the savings to you. Rest assured that whenever a customer contacts us you will receive a prompt reply with no pointless delays, and no impersonal machine-generated responses to your questions. In many cases, e-mail support exchanges with customers are conducted over a period of minutes rather than hours. In the worst-case scenario, you'll hear from us within 48 hours. If your questions warrant a telephone response we will arrange an convenient time with you. If your enquiry is very urgent, please contact us by telephone.
12. Remittance Terms
Full payment is required in advance of shipping
13. Engraving
Most of our Pendants can be engraved. The amount of engraving is subject to the free space available on each specific item. We promise that we will faithfully replicate the words, letters, number and characters you send to us. However, we cannot be responsible for any errors in the information you may send to us such as spellings, capitalisation, punctuation, bracketing etc. Please also be aware that emojis and other signs and symbols do not constitute as characters and are not allowed. They do not replicate the same way on a desktop computer as they do on a mobile phone. For instance, if your engraving on a mobile says, ‘Love You Mum (heart emoji icon)’ on a desktop it would display as ‘Love You Mum ???’ on our desktop system. We will not be held responsible for engraving errors due to emojis as we simply copy and paste the customers engraving requirements.
14. Sizing
Sizing of rings are entirely your responsibility. Whilst we provide a ring sizer if requested for your convenience, we recommend that you seek professional assistance in ensuring the correct size has been measured. Many local jewellers are happy to provide this service however you may find that some may ask for a small fee or a charity donation. Whilst we can make sizes that fall out side of our standard sizes listed on our website there will be additional waiting times. These stated times are approximate.
15. Entire Agreement
We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.
16. Our Right to Vary These Terms and Conditions
16.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.
17. Cancellations by us
We reserve the right to cancel any order with or without notice that does not comply with our terms and conditions. Or for and of the following reasons:
17.1 We suspect you have engaged, or are about to engage, or have in anyway been involved, in fraudulent or illegal activity on the site.
17.2 Multiple order return level. No further orders will be fulfilled.
17.3 The item you have ordered is unavailable and we are unable to contact the customer.
17.4 Rude or abusive customers! Please be kind!
17.5 Ordering on behalf of a company and acquiring a profit, this in not allowed!....Please contact us for a trade account.
17.6 We believe that you are impersonating another person or entity.
18. Cancellations or Amendments
You must inform us immediately should you wish to cancel or amend your order. Any order that has already been personalised or specially ordered in (solid gold or platinum) can not be cancelled or amended. If you have ordered a LifeStone Jewellery piece and the filling kit has been dispatched your order will be refunded subject to a charge of £10 to cover the cost and delivery for the kit. Filling kits are non-returnable as they are personalised to each customer order. Customer order errors, such as ordered 2 of the same item when only required 1, will only be refunded subject to the above terms, in addition to a 50 pence charge, which is a refund charge acquired by our payment provider.
19. LifeStone Colours
LifeStone colours are shown as a guidance only. As bespoke, made to order, handmade products the colours can vary somewhat. Depending on the colour of your loved ones ashes the colour can run lighter/darker depending on the colour chosen and this should be considered prior to purchase. If you are unsure we are always happy to discuss this prior to purchase.
20. Gift Kits
Once a gift kit has been purchased it must be redeemed within 1 year from the date of purchase. The receiver of the kit may choose one item of sterling silver Jewellery from our LifeStone range only. No monies are refundable if a cheaper item is chosen than the cost price of the kit. We do not accept returns of gift kits and if a refund/cancellation is required there will be a cancellation fee of £15 (if the kit has already been dispatched).