Customer Service Policy

Here at Beanstalk Keepsakes we are always happy to answer any questions you may have about our products and services. We know that for many of our items you want to put your own stamp on it and we are happy to discuss any ideas you have.

We hope the information below provides you with everything you need to know but if you do have any questions please do not hesitate to contact us.

Personalisation

Due to the nature of our products many of them are personalised so please ensure that all the personalisation for the items you order is correct when you place your order. Unfortunately we are unable to remake jewellery where mistakes were made on the order form. If you do realise that you have made a mistake soon after you place the order then please do email us as we may not have started to make your item.

Gift Vouchers and Packs

Gift vouchers and packs must be redeemed within 12 months of the date on the voucher.

Item Descriptions and Images

All our jewellery items are handmade and may vary slightly from the images and descriptions on the website.

Some of our handmade jewellery is lovingly made from 99.9% pure silver. Pure silver is softer than sterling silver and because of this there may be small irregularities and imperfections but this just adds to its uniqueness. The size of the prints on the charms depend on the prints supplied so will vary from item to item.

Looking After Your Jewellery

All our handmade jewellery items are delicate and prone to scratching. Pure silver or fine silver is a relatively soft metal and we recommend you remove your jewellery when bathing, showering and doing manual work such as housework. To keep your jewellery looking shiny and new we suggest that you polish your jewellery regularly with a jewellery polishing cloth. Our charms are fitted onto jump rings that are tension set so that you have the flexibility to move it to your preferred chain. We recommend that you take your charm to a jeweller so that they can solder the jump ring so that it is secure.

Refunds and Returns Policy

We are unable to process refunds once we have received your prints and start work on your item. If you have placed an order and we have not sent out your print kit yet then we can offer a full refund if you change your mind. Please note that we will send out print kits within 48 hours of orders being placed. Any refund requests once the kits have been sent out will be processed minus £10 to cover the cost of the print kit and postage.

We also cannot accept returns and process refunds on items unless they are damaged or faulty on delivery. You will have 7 days to request a return and refund on this basis once you receive the item. We are unable to accept returns or process refunds on any other basis due to the fact that all items are handmade and personalised.

Postage and Packaging

We will send items by Royal Mail Signed For or via Courier. If you are ordering from outside of the UK please contact us for delivery charges. If your item is urgent and you require fast delivery then a charge will apply to guarantee this.

Print kits are sent out within 48 hours of you placing an order. Once we receive your prints back your finished item will be dispatched within 28 days.

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