When placing an order on Bella’s Lockets you are agreeing to the following Terms & Conditions:

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1. Handmade Items & Natural Variations

All of our pieces are handmade, and variations in colour or appearance may occur due to the nature of the materials used. The final look of your item can be influenced by:

• The jewellery setting the stone is cast into

• The type and colour of the encasements (ashes or hair)

Hair colour—such as dark, red, blonde, or grey—will appear differently once cast in resin and pigment. Ashes can also vary widely in colour, and because of these natural differences, it is not always possible to predict the exact outcome before casting.

Important: White, grey, blonde, or pigment-light hair/fur (human or pet) may appear transparent in resin. If you have any concerns or would like guidance before ordering, please contact our team—we are always happy to advise based on our experience.

2. Sending Encasements

You are fully responsible for safely posting your ashes or hair to us. Should these materials go missing in transit, Bella’s Lockets is not liable.

We strongly recommend using a tracked and secure postal service (such as Royal Mail Special Delivery) for peace of mind.

3. Shipping Address

The name and address provided at checkout will be used for shipping your completed item.

If you need to update your address after ordering, you must contact us directly and wait for confirmation from a team member.
If an address change is not communicated before dispatch, and the parcel is delivered to the original address, we cannot accept liability for lost parcels.

If Royal Mail or another courier loses your parcel, we are not responsible for the loss, but we will do everything we can to assist with tracking and compensation claims.

4. Order Changes, Cancellations & Refunds

After purchase, you have a 24-hour window to notify us if:

• You need to change the item ordered, or

• You selected the wrong item

After this period, we are not obliged to change, cancel, or refund your order.
If you simply change your mind, refunds are not guaranteed.

5. Damage to Items

We cannot refund or replace items that are accidentally damaged after delivery.
This includes damage caused by chemicals such as hand sanitiser, perfumes, or cleaning products, as outlined in the care instructions provided with every item.

However, we always aim to help where possible—please contact us if an issue occurs.

If your item arrives damaged, we will make every effort to correct the problem.

6. Faulty Goods

If an item is found to be faulty within 30 days of receipt, we will offer a repair, replacement, or full refund (with the item returned to us).

After 30 days, we are not obliged to offer refunds or exchanges.

7. Required Materials (Encasement’s)

If we do not receive the required encasements within 6 weeks of your order (unless international delays apply), we reserve the right to:

• Decline any refund requests

• Decline completing the order

8. Production Times

Our estimated turnaround time is 2-4 weeks from the date we receive your encasements.
These time frames are estimates only, and delays can occasionally occur.

We will always do our best to meet special-occasion deadlines wherever possible.