DELIVERY AND RETURNS

We know that ordering an urn or keepsake is often part of saying goodbye. We take great care packing every piece, and we are always here if you have a question before or after you order.

 

Delivery

 

We send parcels by Royal Mail 24 hour tracked, for £4.95.

 

• We deliver to all of the UK. We don't send overseas at the moment.

• Because we offer such a wide range, most pieces are made to order or ordered in from our makers when you order. Please allow 1 to 2 weeks for delivery.

• Personalised pieces usually take around a week.

• Ashes into glass jewellery takes around 6 weeks to make.

• Petite Paw Prints jewellery takes around 5 weeks to make.

 

We'll always let you know if anything is going to take longer than expected.

 

Returns

 

You can return a piece within 14 days of delivery for a refund or an exchange.

 

The piece needs to be unused, in its original packaging and in a condition we can resell.

 

Personalised pieces (engraved, made to your design or altered for you) can't be returned. For the same reason, we can't take back ashes into glass jewellery or any urn or keepsake that has held ashes.

 

If a piece arrives faulty or damaged, we put it right straight away. Please let us know within 7 days of delivery, with a photo if you can.

 

Orders placed in December have 21 days from delivery to return, to allow for Christmas and delivery delays.

 

The original delivery charge isn't refunded. Return postage is paid by you, unless the piece arrived faulty or damaged. Refunds go back to your original payment method within 14 days of us receiving the piece.

 

How to return a piece

 

Email trustedfriendspfs@gmail.com before sending anything back, with your order number, the name on the order and a phone number. We'll reply with where to send it.

 

Trusted Friends Pet Funeral Services Ltd, company number 09523808.