Shipping Policy
a) Shipping The Ashes To Ashes into Glass
We receive most orders via USPS. After placing your order you will be sent an order pack containing everything you need to place your order. Follow the instructions within and ship your order and the ashes to our New York office and we’ll take it from there to be made in our Workshop in England.
Upon receipt of your order, we will send you confirmation detailing your order number and order details. Expected delivery dates are a guide only and the actual delivery date may be before or after this date.
Please note that we cannot accept responsibility for your loved one’s ashes until we have received them from you at our Office. The courier or postal service that you send them via is responsible and any queries must be taken up with them.
b) Shipping The Finished Order
Shipping is free on all orders to your specified address, alternatively you are welcome to collect from our Tarrytown, New York office.
Completed orders will be sent on a ‘tracked and signed for’ service.
Delays can often be caused by customs checks, Ashes into Glass cannot be held responsible for goods that are delayed in transit.
Completed orders are sent via the United States Postal Service, any queries should be reported to them.
Payment Terms
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.
Our payment terms are 30 days net monthly. This means payment in full is due on or before last day of the month following the month in which the invoice is dated.
We can accept most major credit and debit cards over the telephone or in person at our studio or alternatively, you can send a cheque in the post. Orders are dispatched once we have received cleared payment.
Refund Policy
We will refund the full amount of your order if you are unhappy with any aspect of your order or jewelry. The ashes from your jewelry will be taken out and reinstated with the rest of the ashes.
You should inspect the Product(s) when you receive them for defects or damage. If you find a defect or damage contact our Team as soon as possible with your Order reference number to hand.
If the Product(s) are found to be damaged prior to delivery to you, or defective (through no fault of your own wearing or use), we will repair or replace the Product(s) provided that you have not worn or used and damaged the Product(s).
Returns Policy
You can cancel your order at any time and receive a full refund. When you receive your jewelry, 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.
Ashes into Glass does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Ashes into Glass.
Please take care if a customs declaration form is required, to correctly mark the goods as a ‘Returned Item’. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item. Alternatively you can contact Ashes into Glass for further assistance.
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 refer to our Jewelry Care Guide for more information on how to keep your jewelry 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.
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.
Visiting us via live stream to see your jewelry being made.
If you would like to see your items being made, please put a note on your order form and we will contact you when we receive your order to arrange a suitable time. We’ll show you our process of incorporating the ashes with the colored 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 jewelry. Our commitments are as follows;
The ashes are kept in our locked facility 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 the items are produced, they are made separately and individually by the Ashes into Glass team.
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.
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