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Artemis Cremation Jewellery Header home about us FAQ search login contact us Telephone: 01636611001 cookies
FAQ FAQ
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  1. How long will it will be until I receive my order ?
  2. How can I pay ? Do you accept cheques ?
  3. How do you ship and how much does it cost ?
  4. If I live locally to you, may I bring my material to you and pick up my item from you ?
  5. What about VAT if I live outside the EU or have an exemption ?
  6. How are orders packed
  7. What if my order gets lost or damaged ?
  8. How can I be sure of the quality of the items I order
  9. Refunds and exchanges
  10. Returns
  11. How long will It take to receive my refund once I return an item?
  12. Gift Returns
  13. How do I know its my material in the jewellery
  14. Can I see your jewellery anywhere before I buy

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    How long will it will be until I receive my order ?

    Usually orders will be completed and with you within 30 working days (6 weeks) from our receipt of your materials. However, certain circumstances may cause delays such as those which may occur which are reasonably out of our control. You will be kept informed throughout the process of anything that might cause a delay.

    If you have ordered your pendant through one of our partner undertakers or crematoria, your jewellery may take around 15 working days (3 weeks) longer to process
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    How can I pay ? Do you accept cheques ?

    We accept all major credit and debit cards, including any card with the Visa or Mastercard symbols on them and American Express. We cannot process Diners Club cards. All payments are made in GBP.

    Using Paypal - We offer Paypal as standard, though please note that you cannot use the Paypal Guarantee for refunds as it does not account for our legal right to inspect personalised goods for defects. If this process is invoked, we cannot proceed with any such inspection or release of funds to you until Paypal has reversed their process.

    Cheques and Cash - We do not accept cheques or cash by post. However, we may accept cash over the counter.
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    How do you ship and how much does it cost ?

    In the UK we ship via Royal Mail. All postage costs are covered in the price of the items. Currently we do not accept international orders though in certain circumstance we may. Carriage cost will apply in those cases. Please contact us if you would like to discuss an international order.
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    If I live locally to you, may I bring my material to you and pick up my item from you ?

    Yes, you can of course pay for your order online and choose "I would like to bring my material to you in person" when you order. You can also collect your jewellery when it is completed. Please note our opening hours in the contact us page.
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    What about VAT if I live outside the EU or have an exemption ?

    If you are a resident of the Channel Islands or on a qualifying BFPO posting etc, we will deduct 20% VAT from the cost of your goods automatically before payment. The same applies to items being shipped to an address outside the EU tax zone if we accept an order internationally. All calculations are done automatically at checkout based on the shipping address. All payments are collected in GBP.
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    How are orders packed

    Depending on the item you buy, all our items are boxed in our Artemis boxes and posted in a plain white envelopes for security reasons. If a package arrives damaged,you must retain its packaging as we require it to make a claim.
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    What if my order gets lost or damaged ?

    Everything is carefully inspected before it is sent out. However if an item arrives damaged, please inform us as soon as possible using the Helpdesk (in the left menu) and return the item to us using the instructions in our Shipping and Returns page which can be found in the footer of this page.
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    How can I be sure of the quality of the items I order

    Your jewellery is designed and made in our workshop from 925 Sterling Silver, 375/750 Gold or 950 Platinum/Palladium sourced from UK bullion dealers and stones from UK gem dealers, and all the work to secure your Ash-Gem in the pendant is carried out by our skilled jewellers in our workshop promoting British trade and employment.

    Even though the some of our pieces weigh below the legal requirement for hallmarking, we hallmark every piece and the quality of the metal is assured by the London or Sheffield Assay Office with our sponsor mark included, the 925, 375, 750 or 950 stamps for each precious metal purity we use, the London Lion or Sheffield Rose, and British lion of assay quality.
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    Refunds and exchanges

    As your purchase is a handmade quality piece of jewellery made in Britain, we are sure that you will be completely satisfied with your Artemis jewellery and will not wish to be parted from it. However, since all our jewellery is "made to order" and personalised using your material, the standard 14 day EU distance selling rules are exempted for "non faulty returns". This means that a piece cannot simply be returned due to a change of mind. For returns made after 30 days, we will repair or remake your pendant should it be found to be faulty. All returns to us require the item to be sent back with a completed returns form which we will send to you with the item. You can see more on our shipping and returns section in the footer of every page
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    Returns

    There is a 14 day approval period which starts from the date of dispatch during which you may return goods bought from our website which are faulty or not fit for purpose. Please see our shipping and return policy - the link is in the footer below this page.
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    How long will It take to receive my refund once I return an item?

    Authorised refunds will be made within 7 working days of receiving any products correctly returned in line with the returns policy which can be found in the shipping and returns section (link in the footer at the bottom of every page). The full purchase amount will be credited to the original purchaser's credit card. Original postage costs and return postage costs are not refunded unless items are faulty or not fit for purpose. Any international customs duties are non refundable and additionally any duties we have to pay on returns from abroad will be deducted from the refunded amount.
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    Gift Returns

    If you have received an item from Artemis as a gift you can of course return it. This must be done within the parameters outlined in this Returns Policy which can be found in our shipping and returns link in the footer at the bottom of this page.
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    How do I know its my material in the jewellery

    We have a strict Chain Of Custody which tracks your material(s) at each stage they are processed. This ensures we are certain where you material is at any point during the process. You will get a certificate confirming that it is your material in your jewellery and you can request a copy of our chain of custody as proof at any time if you send a written request with a SAE to us.
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    Can I see your jewellery anywhere before I buy

    Yes - you can come to our shop in Newark on Trent or go to one of our partners - a list of partners is on the partners page - click the link in the left menu
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