Returns Policy
You can cancel your order at any time and receive a full refund. When you receive your jewellery, in the unlikely event that you are not completely satisfied, we will do all that we can to rectify the issue or we will give you a full refund if the issue cannot be resolved. All ashes in the stone will be taken out of the stone and replaced with the rest of your ashes.
Delivery of your order
We receive most orders by post, however, You are welcome to deliver your order to us in person to the following address;
Ashes into Glass
Barleylands Glassworks,
Barleylands Craft Village,
Barleylands Road,
Billericay,
Essex, England. CM11 2UD
Please see our contact page for opening hours or call us on 01268 293000.
Please note that we cannot accept responsibility for your loved one’s ashes until we have received them from you at our Workshop. The courier or postal service that you send them via is responsible and any queries must be taken up with them.
Visiting to see your jewellery being made.
We are open for visitors seven days a week. We have a showroom where you can see the jewellery and our workshops are open Tuesday – Saturday and can see our craftspeople at work. If you would like to come along to see your own items being made, please contact us to make an appointment. When you come along, we’ll show you our process of incorporating the ashes with the coloured crystals and molten glass to make the gemstone. This cools down slowly in our kiln and we will complete the remaining stages after your visit.
The Ashes
When you send us your loved one’s ashes, you are trusting us to look after them and carry out the relevant processes to produce your jewellery. Our commitments are as follows;
The ashes are kept in our locked premises at all times.
All processes are carried out at Barleylands Glassworks. The ashes are never transferred to any other workshop or organisation.
They are kept in a sealed bag in a container.
They are marked clearly with the order details including the order number, name of deceased and customer’s name.
When pieces are produced, they are made separately and individually by Ashes into Glass craftspeople.
Engraving
Engravings should be 25 characters to include spaces and symbols, the layout will be at the discretion of our experienced engraver considering layout and spacing. We are unable to engraving earrings as they are too small.
Payment
Payment can be made at any time during the making process, we ask that your order is paid for in full at the time the order is ready. We can accept most major credit and debit cards over the telephone or in person at our studio. Alternatively, you can send a cheque in the post. Orders are dispatched once we have received cleared payment.
Delivery of your order
Upon receipt of your order, we will send you confirmation detailing your order number, the products you have ordered and your expected delivery date. The expected delivery date is a guide only and the actual delivery date may be before or after this date.
Completed orders are sent via Royal Mail on a Tracked & Signed for service, a £12 delivery charge applies which will be added to your order. Any delivery queries should be reported to Royal Mail.
Refund Policy
We will refund the full amount of your order if you are unhappy with any aspect of your order or jewellery. The ashes from your jewellery will be taken out and reinstated with the rest of the ashes.
Environmental & Ethical Policy
The success of our business is dependent on the trust and confidence we earn from our employees and customers. We gain credibility by adhering to our commitments, displaying honesty and integrity and reaching company goals solely through honourable conduct. We expect all employees to observe the highest standards of ethics and integrity in their conduct and respect the environment in their duties.
Feedback and Complaints
We always welcome feedback from our customers as it enables us to improve our service. In the unlikely event we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly.
Guarantee
Ashes into Glass guarantees all items against manufacturing fault for life.
We will repair or remake your item free of charge if it is a manufacturing or material defect. The guarantee does not cover loss of an item, damage caused by accidents, inappropriate use or wear and tear. Please see our Jewellery Care Guide for more information on how to keep your jewellery in the best condition. Chains are not covered under this guarantee.
Repairs to items other than by Ashes into Glass will void the guarantee whether or not damage has been caused by such repair or attempted repair.
General
Registered Address: Ashes into Glass, Barleylands Glassworks, Barleylands Craft Village, Barleylands Road, Billericay, Essex, CM11 2UD, United Kingdom.
“Ashes into Glass” is a registered trade mark of Barleylands Glassworks Ltd. Company registration number 03389725