Terms & Conditions - Impressive Memories Ltd

Impressive Memories Ltd Terms & Conditions

Impressive Memories Ltd is both an online and in-person business. Please read our Terms & Conditions before deciding to place an order.

Impressive Memories Ltd Studio

Making a Booking to visit Impressive Memories Ltd

To make a booking at Impressive Memories Ltd, we ask that you make a booking via the website, this includes paying a deposit to secure your agreed time and date. This deposit will be deducted from your order total at your appointment.

Cancelling

If you cancel a booking, you will not be refunded.

Rescheduling a Booking

You are able to reschedule your appointment up to 48 hours prior to your booking. There is a link in your confirmation email which lets you reschedule your appointment. Booking deposits will not be refunded if appointments are (a) cancelled (b)appointment time missed.

If you arrive more than 10 mins later than your booking start time, your appointment may not be able to go ahead.

If Impressive Memories Ltd must cancel your booking you will be refunded via the source used to pay your deposit.

Ordering Jewellery

Making a Booking to visit Impressive Memories Ltd

Cancelling

If you cancel a booking, you will not be refunded.

Rescheduling a Booking

If you arrive more than 10 mins later than your booking start time, your appointment may not be able to go ahead.

If Impressive Memories Ltd must cancel your booking you will be refunded via the source used to pay your deposit.

When attending an appointment to create jewellery at the studio, full payment is made of your outstanding order total (minus the deposit).

Payment is accepted in cash, some Credit/Bank Cards or Bank Transfer.

Items made with customer’s elements (hair, cremation ashes, pet fur)

Your order will most probably look different to any images shown as samples. Each order is unpredictable due to the unique and individual nature of the jewellery and its content. Results will vary depending on each encapsulation and the final appearance cannot be based on a previous photograph shown. If you have a specific look or appearance that you would like, please make your wishes clearly known but accept that this cannot be guaranteed. I am happy to advise, and I will try to make an item to your specific wishes, but your piece is bespoke and unique to you and no refund, replacement or substitution can, or will, be offered if you are not satisfied by it visually.

When giving these elements to Impressive Memories Ltd you accept that you have given the responsibility to Impressive Memories Ltd to care for, use appropriately, and return any unused elements. In the event of an issue arising, you accept that the elements, once placed in resin, cannot be recovered or removed from the resin.

Once you receive your jewellery it is your responsibility to properly care for it. Resin encapsulated jewellery is not suitable to be worn as everyday jewellery and needs to be carefully worn. It must be kept dry, away from all chemicals, makeup, moisture, sweat, liquid, extremes of temperature & UV light.

Failure to do this will result in your jewellery becoming dull, damaged or even for the resin to come away from the metal.

Memorial putty prints will be returned to the customer with their jewellery order. To remake more items these putty prints must be provided.

Dog nose impressions/fingerprint impressions are not returned but can be, on request.

Items that include a photo will be printed as the image is uploaded/provided at 720dpi. Alternative/replacement photos can be purchased separately & posted to you to fit yourself if you want to change or alter this.

If you cannot accept this, please do not order.

Non personalised Items – Necklaces, Chains, Bracelets etc…

After you receive a necklace, chain or bracelet etc (any other non-personalised jewellery items) from Impressive Memories Ltd it is your responsibility to care for it correctly.

These jewellery items can, and will, break if handled and/or used incorrectly. Before they are sent to you, they are checked for any defect. No refund or replacement will be offered if you break or damage an item. If it is repairable, you are welcome to enquire about a repair service quote. Impressive Memories Ltd has the right to refuse to attempt any repair if deemed unsuitable.

Cancellation of an in-person Jewellery Order

Impressive Memories Ltd Jewellery Refund Policy for personalised items

All Impressive Memories Ltd orders are customised, personalised, and unique, they cannot and will not be refunded.

In the event of a production error where Impressive Memories Ltd is at fault (if an item has a spelling mistake), it must be reported by email within 48 hours of delivery. Item & all packaging must be returned to Impressive Memories Ltd within 7 days. Impressive Memories Ltd will rectify the error.

An order cannot be changed or altered, for example, the design, shape or style or design, unless Impressive Memories Ltd are willing to do so. In the event of Impressive Memories Ltd being willing to change the original order, and there is a financial difference, no refund will be given. If the replacement order has a higher value, full payment will be required before the work is carried out.

Impressive Memories Ltd Jewellery Refund Policy for non-personalised items

Individually purchased non-personalised items (e.g. not chains/bracelets etc bought with an item/charm) which are unsuitable and unworn can be refunded within 14 days of receipt of goods. They must be returned within the 14 days of receipt to Impressive Memories Ltd unworn and undamaged. An item must be returned in the original box provided, with the voile gift bag(s) and poem/card supplied. Refunds are processed via the same means in which they were paid for.

Returned items bought from the studio directly must be returned in person. If you choose to return by post must be sent using a signed-for postal service that insures jewellery in transit (Royal Mail Special Delivery). Postage cost to return unwanted items will not be reimbursed.

Impressive Memories Ltd Jewellery Exchange Policy for non-personalised items

Non-personalised items (e.g. chains/bracelets etc bought with an item/charm) which are unsuitable and unworn can be exchanged within 14 days of receipt of goods. They must be returned within the 14 days of receipt to Impressive Memories Ltd unworn and undamaged. The price difference for an alternative item must be paid for. The replacement will then be ordered, and you will be contacted to arrange collection once it is available.

Impressive Memories Ltd Jewellery Refund Policy for personalised items

All Impressive Memories Ltd orders are customised, personalised, and unique, they cannot and will not be refunded. Please check all details and spelling carefully.

In the event of a production error where Impressive Memories Ltd is at fault (if an item has a spelling mistake), it must be noted on collection, or reported by email within 48 hours of collection. Item(s) & all packaging must be returned to Impressive Memories Ltd within 14 days. Impressive Memories Ltd will rectify the error.

A faulty order cannot be changed or altered, for example, the design, shape or style or design, unless Impressive Memories Ltd are willing to do so. In the event of Impressive Memories Ltd being willing to change the original order, and there is a financial difference, no refund will be given. If the replacement order has a higher value, full payment will be required before the work is carried out.

Order Collection

Orders will be collected by booking an appointment. Jewellery orders will not be posted unless previously arranged. Failure to attend a booking collection appointment may incur a £40 fee.

Impressive Memories Ltd will not be liable for the safe keeping of orders that are not collected within 7 days of being sent a completed order email or text.

If you cannot accept these terms, please do not order.

Impressive Memories Ltd Life Casting Orders

Making a Booking to visit Impressive Memories Ltd

Cancelling

If you cancel a booking, you will not be refunded.

Rescheduling a Booking

If you arrive more than 10 mins later than your booking start time, your appointment may not be able to go ahead.

If Impressive Memories Ltd must cancel your booking you will be refunded via the source used to pay your deposit.

Life Casting Order Payment

When attending an appointment for life casting at the studio the booking deposit is deducted from your order total. Split payments might be offered. These must be paid in cash or by bank transfer at your appointment.

The balance is due on the collection/within 7 days of being notified that your order is completed.

For all life casting commissions, the products remain property of Impressive Memories Ltd until payment is made in full. Late payment may not be accepted, and items will remain the property of Impressive Memories Ltd. You will not be refunded any partial payments made.

Payment is accepted in cash, some Credit/Bank Cards or Bank Transfer.

Life Casting Orders

For all life casting commissions, the products remain the property of Impressive Memories Ltd until full payment has been received. Copyright of the piece, together with the right to make and sell further copies and to use images of the piece, remains the property of Impressive Memories Ltd unless otherwise agreed in writing at the time of booking.

Order details are expected to be finalised during the appointment. Any booking deposit paid will be deducted from the final balance, and full payment is due at the casting appointment. Where a payment plan is offered, a minimum of 50% of the final balance must be paid by bank transfer or cash at the appointment.

An estimated completion timeframe will be provided at the appointment. Any remaining balance becomes due immediately upon notification that the order is ready for collection and must be paid within 7 days.

Failure to make payment within 7 days of notification will result in the order being cancelled. Any castings, moulds, impressions and work undertaken will remain the property of Impressive Memories Ltd and may be disposed of. Booking deposits and any payments made are non-refundable.

Life Casting Hands/Family Casting/Larger Castings

During a handcast appointment, you will be contacted in advance with tasks to practice before the booking. This is particularly important when casting children. The compound used is time-critical to get a successful casting. There are additional costs (£30 per failed attempt) to repeat the process if non-compliance or issues results in a failed attempt. Hopefully, this won’t happen – but that is why practicing before the appointment is vital.

Life Casting – Dogs

Impressive Memories Ltd asks that you make contact prior to booking a dog paw casting to make sure their pet is suitable. Impressive Memories Ltd reserves the right to refuse casting of any dog deemed unsuitable. Live dogs must be muzzled if requested. Deceased dog castings must be completed within 24 hours of the animal’s death. Full order payment must be made on ordering deceased animal castings unless agreed by Impressive Memories Ltd.

Life Casting Orders – For Deceased

Impressive Memories Ltd reserves the right to refuse casting of any deceased person deemed unsuitable, at any stage of the proceedings. You may be asked to complete a set of questions prior to the casting taking place.

Agreeing to attempt a life cast with a deceased person has no guarantee of success.

Life Casting Orders – Refunds

All Impressive Memories Ltd lifecasting orders are customised, personalised, and unique, they cannot and will not be refunded.

Life Casting Orders – Timeframe

Time estimates can be given for completion but are not guaranteed due to the individual nature of lifecasting.

Life Casting Orders – Collecting your completed lifecasting

Orders must be collected by booking an appointment. Orders will not be posted. Failure to attend a booking collection appointment will incur a £40 fee. Outstanding order balances are due within 7 days of being notified that your order is complete and ready to collect.

Impressive Memories Ltd will not be liable for the safe keeping of orders that are not collected within 14 days of being sent a completed order email or text.

Ceramic & Clay Orders

Ceramics are made to your specifications but may need to be altered depending on the design.

This will be discussed prior to your item is completed. Once I have started producing your bespoke order, I cannot cancel your order for any reason.

If your item cracks or breaks during the process of kiln firing & glazing, you will be asked to return and remake your item.

Ceramic items are not microwave, dishwasher or oven proof and should be wiped only by hand. Ceramic items are not guaranteed to be food safe.

Copyright of Online Images

You are welcome to share any social media images posted by Impressive Memories Ltd.

Images of Impressive Memories Ltd life cast orders are taken for record keeping and sharing on social media.

If you do not wish your images to be shared, please just make this known at your booking.

However – You may not use Impressive Memories Ltd images to modify, copy, reproduce, republish, upload, post, transmit or distribute, by any means or in any manner, any material or information on or downloaded from my website or social media sites, including but not limited to text, graphics, video, messages, code and/or software without prior written consent, except where expressly invited to do so.

Websites or businesses found to be using my photographs or passages of text without express permission in a commercial manner, or any other manner deemed to be an unauthorised breach of copyright, will have legal action taken against them.

Ordering online from Impressive Memories Ltd website

Online Ordering Process

When you order personalised jewellery from Impressive Memories Ltd website you will be sent the required element kit to return the necessary elements to create your personalised jewellery. If multiple putty fingerprint jewellery are ordered, only one kit will be sent. If you wish multiple kits additional postage will be required. Please get in touch before ordering.

Orders placed using elements stored at Impressive Memories Ltd will require a declaration to be completed before their order will proceed.

Uploaded elements require digital manipulation and editing. If you would like to see these edits before your jewellery is made, please make your wishes known.

Delivery of Element Kits & Return Packs

All online jewellery orders require element kits and/or return packs. These are provided by Impressive Memories Ltd and are posted on Tuesday & Thursday via standard post (RM 48 hour tracked)

If you have not received your kit after 7 working days please get in touch.

Cancellation Policy for personalised items purchased online

When ordering personalised jewellery from Impressive Memories there is an initial stage before personalised production begins. During this time you will be provided with all required materials/element kit and/or instructions to proceed with your personalised order.

Distance selling laws permit you to change your mind within 14 days of placing an online order. You can cancel your order for a full refund. You must email info@impressiveMemories Ltd.co.uk and state your wishes to cancel within 14 days of ordering.

If an element kit has been posted to you and you wish to cancel, the kit must be returned unopened/unused within 14 days of receiving it.

Refund Requests & Element Kit/Prepaid Return Pack

To request a refund, please email [email protected] within 14 days of placing your order and let us know you wish to cancel.

Postage Costs (non-refundable)

Once your order has been dispatched, these postage costs will not be refunded:

Dog nose / putty kit postage: £4.75
Hair / ashes kit postage: £3.50

Returning Your Kit

If your element kit has been sent to you, it must be returned within 14 days of delivery.

All kits must be:

Unopened
Unused
In original sealed packaging
Returned with all included documentation

If kits have been opened or used

If a kit has been opened or is not returned in a resalable condition, the following charges will apply:

Putty kits: £11
Dog nose kits: £12
Ashes/hair/fur kits: £4

Return packs

Any prepaid return pack supplied with your order must also be returned unused.

If a return pack is not returned or cannot be reused, the following charges will apply:

Putty / dog nose return pack: £4.75
Hair/ashes/fur return pack: £3.50

Returning items

Return postage is the customer’s responsibility. Please use a tracked and signed-for service, as we cannot be responsible for items lost in transit.

Once these have been returned, a refund will be processed. Impressive Memories Ltd has no control over the time frame that credit/debit cards take to process this. Impressive Memories Ltd will process the refund within 7 days of receiving all requirements.

If your elements are stored at Impressive Memories Ltd your personalised order will proceed immediately and cannot be refunded.

When you return your elements/prints to proceed with your personalised order you cannot then cancel your personalised online order.

Exchange Policy for non-personalised items

If you change your mind about a chain or bracelet (unsoldered to your items) which are unworn can be exchanged within 14 days of receipt of goods. They must be returned to Impressive Memories Ltd within 14 days, unworn and undamaged. An item must be returned in the original box provided, with the voile gift bag(s) supplied. Items should be returned via Royal Mail Special Delivery, the only service that insures jewellery.

The exchange can be made for an alternative item of an equal or higher value – no refund will be given for price differences. Postage cost to return exchanged items will not be reimbursed. Additional postage to send exchanges are your responsibility.

Impressive Memories Ltd Jewellery Refund Policy for personalised items

All Impressive Memories Ltd orders are customised, personalised, and unique, they cannot and will not be refunded.

In the event of a production error where Impressive Memories Ltd is at fault (if an item has a spelling mistake), it must be reported by email within 48 hours of delivery. Item & all packaging must be returned to Impressive Memories Ltd within 14 days. Impressive Memories Ltd will rectify the error.

Items made with customer’s elements (hair, cremation ashes, pet fur)

Failure to do this will result in your jewellery becoming dull, damaged or even for the resin to come away from the metal.

If you cannot accept this, please do not order.

Timeframe of making orders

Your item will be made in the time stated on the website on your order at the time of purchase, once elements or print kits are returned. During busy periods or during personal holidays this time may be extended. If you require an express service, please ask. Please refer to the website for completion/delivery predictions.

All dates are estimates and are not guaranteed. Please make contact before ordering if you have a specific timescale.

Completed jewellery orders are delivered by Royal Mail Special Delivery, tracked and signed for.

Customer Data

Please read the Privacy Policy for full details.

Copyright of Online Images

You may not modify, copy, reproduce, republish, upload, post, transmit or distribute, by any means or in any manner, any material or information on or downloaded from my website or social media sites, including but not limited to text, graphics, video, messages, code and/or software without my prior written consent, except where expressly invited to do so. Websites or businesses found to be using my photographs or passages of text without express permission in a commercial manner, or any other manner deemed to be an unauthorised breach of copyright, will have legal action taken against them.

Impressive Memories Ltd Gift Vouchers (Standard)

Unused Gift vouchers purchased online can be refunded within 14 days of purchase.

Vouchers are valid for 12 months from the date of purchase. Out-of-date vouchers cannot be accepted.

Vouchers are valid for one transaction.

Impressive Memories Ltd Gift Experiences

Unused Gift Experiences purchased online can be refunded within 14 days of purchase.

Gift Experiences are valid for 12 months from the date of purchase. Out-of-date gift experiences cannot be accepted.

Choose the ‘Gift Experience/Gift Voucher’ to make your booking.

If a Gift Experience booking is cancelled, or an appointment is missed, the value of the corresponding deposit is deducted from your voucher. Your voucher will then have an amended monetary value.

To rebook after a cancellation please choose the appropriate appointment type NOT The Gift Experience option and pay the deposit. This reinstates the original value of your Gift Experience.

Impressive Memories Ltd Kit only purchases

Kit-only purchases are dispatched using your selected delivery method. Please note that once your order has been handed to Royal Mail, we are unable to take responsibility for any delivery delays.

Gift vouchers are valid for the stated items and for 3 months from the date of purchase.

If you change your mind and wish to return your kit, you may do so within 14 days of receiving it.

Please note that only complete, unopened kits can be returned — partial kits cannot be accepted. Return postage is the responsibility of the customer and should be sent using a tracked service.

Partial refunds are not offered on kit purchases.