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Business Terms

Eternal Whispers Memorial Jewellery
Effective Date: 27/04/2025

At Eternal Whispers, we’re honoured to create meaningful memorial jewellery that holds deep emotional value. These Business Terms are designed to clarify how we work, what you can expect from us, and what we kindly ask of you in return.

1. Our Products

Each piece we create is handcrafted and made to order using your loved one’s ashes or hair. This personal process means each item will be unique. Slight differences in colour, pattern, or finish are part of the artisan quality and should be embraced as a mark of individuality.

2. Placing Your Order

Orders should be placed via our website. At checkout, you’ll be able to select:

  • Setting colour

  • Visible or hidden inclusions

  • Ring size (if known)

  • Any special notes or custom requests

After your order is placed, we’ll send you a Free Order Pack with everything needed to safely return your inclusions to us.

We will also contact you directly to:

  • Confirm your design details

  • Take secure payment if not completed at checkout

  • Answer any final questions before we begin crafting

3. Lead Times

Our standard turnaround time is 7–10 working days from receiving your inclusions and order confirmation.

Please be aware that:

  • Custom pieces may require extra time

  • Delays may occur if required components are out of stock

  • If you need a piece for a specific date, please let us know and we’ll do our best to accommodate you

4. Payment Terms

  • Payment must be received in full before we begin production.

  • Secure payments are processed online.

  • We accept major credit and debit cards.

  • Invoices and receipts are available on request.

  • 5. Ashes and Hair Inclusions

  • We typically require just one small spoonful of ashes or a small amount of hair per item.

  • A return envelope and sealable bag are provided in our Order Pack.

  • Any unused inclusions will be respectfully returned with your finished piece.

  • All inclusions are treated with the utmost care and stored securely.

6. Returns and Cancellations

Due to the bespoke nature of our jewellery, we can only accept returns if:

  • The product does not match your confirmed order; or

  • The item has a manufacturing fault

You may cancel your order and receive a full refund only if work has not yet begun.
Please refer to our full Returns & Refunds Policy for more details.

7. Delivery & Shipping

  • Orders are returned via Royal Mail 1st Class Signed For with tracking.

  • Higher-value items are automatically upgraded to Special Delivery.

  • If you're local, you can also arrange to drop off or collect in person by appointment.

8. Liability

We take every care in our process, but we cannot be held responsible for:

  • Postal delays or issues with third-party couriers

  • Wear and tear or misuse after delivery

  • Minor artistic differences inherent in handmade work

9. Customer Responsibilities

As a customer, you agree to:

  • Provide accurate order information and contact details

  • Handle and post ashes or hair responsibly using the provided kit

  • Notify us promptly of any updates or concerns regarding your order

10. Contact Us

If you have any questions, at any stage of the process, we’re here to help.

  • 📧 info@eternalwhispers.co.uk
    📞 07429 540061
    📍 Eternal Whispers, The Paddock, Upperthorpe Road, Westwoodside, Doncaster, DN21 4TD, UNITED KINGDOM

  • 11. Intellectual Property

All content on our website, including text, images, logos, and product designs, are the intellectual property of Eternal Whispers and may not be copied, reproduced, or used without express written permission.

  • 12. Privacy & Data Protection

We are committed to protecting your personal information. All data shared with us will be handled in accordance with our Privacy Policy, and never shared with third parties unless required to fulfil your order.

  • 13. Force Majeure Clause (Unexpected Events)

We shall not be held responsible for any delays or failure to fulfil an order due to events beyond our reasonable control, including natural disasters, postal disruptions, or illness.

  • 14. Product Care & Warranty

Each piece comes with a care guide and polishing cloth. We do not offer a warranty, but we are happy to assist with minor repairs or polishing advice. Please avoid prolonged water exposure, chemicals, or extreme temperatures to protect the longevity of your keepsake.

  • 15. Changes to Products or Pricing

We reserve the right to modify or discontinue products, pricing, or materials at any time. Orders placed before such changes will not be affected.

  • 16. Gift Orders & Third-Party Orders

If you are ordering on behalf of someone else (e.g. as a gift), it is your responsibility to ensure all details, sizes, and choices are correct.​​

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