Once you have purchased your jewellery: if you have purchased online we will send instructions to you by post with a post paid collection pack for sending your ashes or other material(s) to us; if you have visited us, then we will either give you a pack or help you with your material collection if you have it with you. Its that simple - all you have to do is relax and wait for your beautiful jewellery to arrive or for us to tell you when its ready to collect if you have chosen to collect in person.
How long will it take?
Each piece takes 4-6 weeks (30 working days) to make by hand, using our special process for your ashes or other material, and then to have hallmarked at the London or Sheffield Assay Office where we hold sponsor marks. The clock starts ticking as soon as we receive your ashes. In reality they usually don't take that long, but we are sometimes at the mercy of backlogs at the Assay Office or public holidays and so on. Please note: if you decide to leave your ashes or purchase through one of our partnering funeral directors or crematoria, the process could be up to 15 working days (3 weeks) longer.
If you wish, you can use our helpdesk to contact us at any time to get a progress. We will however keep you informed at various points during the process which trigger our chain of custody and when your jewellery is posted back to you, and provide you with tracking details.
Your guarantee of quality and diligence
Your jewellery has been designed and made in our workshop from 925 Sterling Silver, Gold, Platinum or 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 some of our pieces' weight is below the legal requirement for hallmarking, we hallmark every piece and the quality of the mprecious metal is assured by the London or Sheffield Assay Office with our sponsor mark included, the 925 (silver), 375 (9ct gold), 750 (18ct gold) or 950 (platinum) or 950 (palladium with palladium mark) stamps for each precious metal purity we use, the London Lion or Sheffield Rose, and British lion of assay quality.
Shipping and postage
All postal fees are covered in the price you pay including the cost of sending our collection pack to you, your material to us and the return of your jewellery to you via Royal Mail Special Delivery Next Day Insured (not guaranteed for weekend delivery, though you may pay the premium for this if you wpuld like to, simply contact us so we can organise this for you - its best to call us or email us). After you have placed your order and received your order confirmation email with your receipt you will then be sent a separate email informing you of the despatch of your Collection Pack (usually the same day if orders are placed before 12pm UK time). Any despatches are subject to payment authorisation. Any unused material will be returned to you with your jewellery.
What you need to know about your Artemis jewellery
All our jewellery is designed to be water resistant, but not water tight. We therefore do not recommend wearing your jewellery in the shower, or bath or for swimming or bathing or for washing up if you have a ring. Like all jewellery, we also recommend that you avoid spray perfume of other aerosols on it. Whilst this is unlikely to actually hurt your jewellery, it does build up and create a layer of residues which are hard to remove wthout professional cleaning. If you have a ring then it will have our Ash-Gem White Sapphire in it which is very hard however, like all rings with stones in them (even diamonds), it is recommended that you remove your ring when doing chores, gardening, sports or any activity which may cause damage by impact or scratcing (such as moving heavy furniture, building, rock climbing, using heavy tools, etc). If you treat your Artemis jewellery with love and care it will bring you a lifetime of comfort.
Cleaning your jewellery should be carried out with a suitable jewellery cleaning cloth. DO NOT USE SILVER DIP. DO NOT IMMERSE IN LIQUID. DO NOT CLEAN IN AN ULTRASONIC BATH. Please see our Jewellery Care Sheet for more information (opens in a new window).
As your Artemis jewellery is so precious, we will guarantee parts and workmanship for life. This means that we will replace anything that we supplied to you if it is found to be defective in material quality or workmanship while the company is still trading.
Delivery UK Deliveries: Royal Mail Special Delivery within the UK is normally guaranteed by 1pm the day after we have despatched your goods. Royal Mail First Class or Second Class UK delivery is normally guaranteed by 1-3 days after we have despatched your goods. Royal Mail deliver Monday to Friday (and for an extra charge on Saturday too) excluding bank and public holidays. If Royal Mail finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions as to where to collect your item or attempt a second delivery on the next business day. If you have elected to have your order delivered to a business premises, Royal Mail will usually leave the package or calling card with reception.
Our collections pack is prepaid with First Class post, though we recommend that you upgrade to a tracked and signed for method with compensation such as 1st Class or 2nd Class Signed For (automatic compensation up to £50), or Special Delivery (levels of compensation starting at £500 going up to £2500 and consequential loss compensation) when you send your materials back to us. The 1st and 2nd class signed for methods are not necessarily signed for unless you specifically request it. We reccomend you use Special Develiery guaranteed for 1pm a the first level of value (£500) with consequential loss up to the value of your purchase. The pakaging we send you does not need any further wrapping for special delivery and is designed for the purpose as to what you are sending.
We will inform you as to our expected despatch and delivery date when we reach the stage where we have fully processed your material, and once the parcel is sent containing your jewellery we will email you with your tracking number as appropriate.
Puchases via on of our participating partners. If you have bought your jewellery via one of our participating partners, you will collect your jewellery from them, though your guarantee will be through us - please see the returns policy and guarantees below. If you need to make a claim, please contact us first for a returns number and a returns form. Please follow the instructions in Returns below.
All shipping is included in the price for domestic orders. We do not currently accept international orders, and the site has been set not to accept them. However we may consider accepting international orders depending on circumstances - please contact us before making any orders via our website as there may be a refund charge levied by our payment providers which we will have to pass on to you should you order without contacting us first
Whilst we guarantee to despatch your order at the earliest advised date, any delay in delivery by Royal Mail is outside of our direct control. Therefore it is advisable to allow extra contingency time if you are ordering an item for a specific date.
Separate Addresses For Multiple Pieces: If you wish to have items sent to separate addresses, please tell us which peice needs to go to each different address. Each piece has UK delivery included, though if you have a special circumstances, such as sending items abroad, additional delivery charges may apply to those addresses. NB: Southern Ireland is not within the scope of UK delivery and requires international signed for methods which carry additional charges.
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.
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" if purchase was through our website. This means that a piece cannot simply be returned due to a change of mind no matter how it was collected. Additionally, if you collected the item in person from one of our outlets, it is deemed that those items have been inspected and accepted in terms of fitness for pupose and being of merchantable quality, the descriptions used in the Consumer Rights Act 2015 to describe the reasons you may have for any return. All items sent to you by post allow for a 14 day inspection for fitness for purpose and quality. All returns to us require the item to be sent back with a completed returns form which is included on your invoice that we send to you with the item. If you do not have one or you purchased your item via one of our partners, please contact us and we will email or post one to you. You are responsible for the initial cost of postage, for which we recommend a tracked and insured method requiring a signature. We advise you to use a method that best insures them and the full purchase price of your item and, since your material is in the jewellery, we advise you to consider a method which allows for consequential loss. If you start the returns process within the 14 day period of approval and do not wish for us to remake or repair the pendant, we will endeavour to return your material to you though the bonding process could mean that some or all of the material cannot be recovered.
When you receive your invoice, there is a space on the invoice for returns information. You should choose one of the following reasons for returning items as set out in the Consumer Rights Act 2015 and any amendments:
1. The item is not suitable
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. However, we do not want you to be unhappy with your jewellery, so please speak to us and we will endeavor to help you. Please read the exceptions section below. Please do not send personalised items back as we will not be able to process them and you may be charged for their return.
2. The item is defective
If this is the reason for return, please contact us first using the Helpdesk (left menu) or Contact Us page fully describing the problem. We may ask for pictures which can be sent via email in order to best advise you as to the nature of the problem and avoid any unnecessary return. We will also issue a returns number for you which you can write on the returns portion of your invoice which you will send back to us with your item(s). Please ensure that you return ONLY the defective items back to us as soon as possible. Please complete the returns part of your invoice (make copies for your records and read the exceptions section below). You are responsible for the initial cost of return, we recommend you use a method with insurance which completely covers your entire purcahse and any consequential loss that might be applicable since your personal materials are contained in the item. Follow the instructions below and If you would like a repair/replacement, PLEASE ENSURE YOU ALSO RETURN THE LEFT OVER MATERIAL TO US THAT WE SENT BACK TO YOU (add more material to this if necessary):
We do allow 14 days from the receipt of your jewellery to examine and satisfy yourself that your piece is not faulty but, should your jewellery be reasonably found to be not of satisfactory quality or not fit for purpose, it can be fully refunded, repaired or re-made as required by you completely free of charge. We will also compensate return postage up to a maximum of the value at the time of sending of Royal Mail Special Deivery guaranteed devliery by 1pm next day, up to 100g weight at the correct compensation level for your purchase price but excluding any consequential loss that you decide to add. Please note that before any refunds are issued we reserve the right to fully inspect the returned items.
b) For items received outside the 14 day approval period but within 30 days of the original despatch date, we reserve the right to inspect the defects and issue a credit via voucher for our website including your return postage (as described in point a. above) OR repair the item to merchantable quality and return items to you free of charge and compensate you for your return postage via a credit voucher for the website.
c) For items received after 30 days but within 90 days from the original despatch date
we reserve the right to inspect the defects and issue a credit voucher for our website for the amount paid for the item only which does not include your return postage to us OR repair the item to merchantable quality/replace the items as appropriate and return items to you free of charge.
d) For items received after 90 days from the original despatch date we reserve the right to inspect the defects and issue a credit via voucher for our website for the amount paid for the item only which does your return postage to us, OR repair the item(s) to merchantable quality/replace the items as appropriate. You must cover the cost of postage back to you unless specifically agreed in writing that we will cover postage costs. Please note our guarantees.
3. The item is not what I ordered
If this is the case, please ensure that you return ONLY the incorrect items back to us to reach us WITHIN THE 14 DAY APPROVAL PERIOD. Make sure you have not removed the items from the sealed wrapping. You must complete the returns part of your invoice (please make copies for your records). If you would like a repair/replacement, PLEASE ENSURE YOU ALSO RETURN THE LEFT OVER MATERIAL TO US
4. The item has been damaged or lost by the courier
These circumstances are extremely rare with Royal Mail, in fact so rare as to have never happened to us in 25 years of using the service. Any losses will likely result in an insurance claim. We reserve the right to remake the item where possible in these instances.
a) If the item has been damaged, please contact us and tell us of the situation letting us know the full details of the damage with photographs (we will let you have the email address to send photographs to). We will contact Royal Mail on your behalf and instigate a claim for insurance. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will begin the process again for you. All damaged items must be returned to us, for which we will claim the cost of the return from Royal Mail if they have not already returned it to us free of charge.
b) If the item is lost, please contact us immediately and let us know the circumstances. We will contact Royal Mail on your behalf and instigate a claim for insurance if they cannot find the lost item. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will immediately begin the process again for you upon receipt of your replacement material(s). We will claim the value of the remake from Royal Mail. We do not insure for consequential loss unless you specifically ask us to, so compensation for the loss of material may not be recoverable.
ANY RETURNS SENT WITHOUT THE RETURNS SECTION OF THE INVOICE COMPLETED OR ITEMS THAT DO NOT REACH US WITHIN THE APPROVAL PERIODS MAY NOT BE ACCEPTED. ITEMS THAT ARE NOT ACCEPTED AS RETURNS MAY INCUR ADMINISTRATION CHARGES AND POSTAL CHARGES FOR RETURN TO YOU (MAXIMUM ADMININSTRATION CHARGE IS £12). PLEASE CONTACT US IF THE ITEM YOU ARE RETURNING IS NOT DEFECTIVE AND IS OUTSIDE ANY APPROVAL PERIOD.
Returns can be made via either of these options:
1. Returns by courier:
You must complete the returns part of your invoice as desribed above remembering to include the reason for the return and whether you want a refund or a repair. You are responsible for the cost of return postage and we advise to send the returned item(s) to reach us within the 14 day approval period via insured carriage, preferably signed for, to:
8 Stodman Street Newark UK NG24 1AN
Any items lost/damaged in carriage are the responsibility of the sender and items will not normally be accepted by Artemis should they arrive in poor condition as a result of inadequate or damaged packaging. If sending the item back from overseas, please ensure you have completed the relevant section of the declaration by your shipping agent that deals with exemption of import duty on return items. We will not be held responsible for import duty on return items. Any charges we receive will be deducted from any refunds or charged before any replair/replacement is made.
2. Returns to the Artemis workshop in Newark:
Simply take the completed returns sections of the invoice and the item you wish to return or exchange to Artemis at 8 Stodman Street, Newark, UK and tell the assistant you bought it online.
Please note: We will refund the price of the item to the purchaser via the same payment method with which it was paid for.
If we have supplied chains any other fittings to you, and these are the items that you wish to return under this policy, please note that these items are fully covered under the Consumer Rights Act 2015 and any amendments. You can return the item within 14 days for any reason allowed by the Act and ask for a replacement or refund. After 14 days and up to 6 months we will replace any goods deemed faulty or not fit for purpose following our inspection and your return postage limited to Royal Mail Special Delivery Guaranteed before 1pm limited to £500 compensation level will be refunded to you. A fair wear and tear policy will apply which may mean items cannot be returned under this policy. NOTE: ITEMS SUPPLIED WITH THE ASH-GEM/PHOENIIX-GEM JEWELLERY INCLUSIVE WITHIN THE PRICE CANNOT BE REFUNDED - THESE ITEMS WILL BE REPLACED IF FOUND TO BE FAULTY.
Disclaimer: We reserve the reasonable right to repair, exchange or refund as deemed appropriate upon inspection of items returned due to manufacturing faults. Due to the handmade nature of our work, there may be some differences in certain items from the pictures shown, particularly where the items feature semi-precious gemstones or pearls. This is not a defect and will not be returnable as such. As far as possible we try to use the same batches for all items, however we reserve the right to change or withdraw items from stock without notice. Please note our terms and conditions and guarantees.
This notice does not affect your statutory rights.