FREQUENTLY ASKED QUESTIONS
Hopefully we can answer some of your questions here but please get in touch if we can help further.
HOW DO I PLACE AN ORDER?
You can place an order on our online shop for all listed items. If you require something bespoke, have any questions or special requests, please send us a message or email and we will be happy to help.
I HAVE WHITE, FLAXEN/LIGHT COLOURED HAIR OR FUR TO SEND
You may have seen in some of our listings that we ask anyone with white, grey, flaxen or light coloured horse hair or pet fur to contact us beforehand. This only applies to resin items.
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Lighter coloured hair can go opaque in resin, this would depend how much pigment the hair contains (if any!). We have enhancement methods but we are always happy to 'trial' before we make your order. All we ask is that you pay return postage of the hair if you decide to not go ahead with the order.
HOW DO I SEND MY ENCASEMENTS TO YOU?
When you place an order for a bespoke item that includes the encasement of personal items, you will receive an order confirmation which will detail where to send your encasements to.
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All encasements should be appropriately packaged to ensure nothing gets damaged or lost, with a note containing your name and order number within. If you are sending multiple encasements, please ensure these are bagged separate and labelled clearly.
HOW MUCH HAIR, FUR OR ASHES ARE REQUIRED?
WHAT POSTAGE SERVICE SHOULD I USE?
Please ensure you send the hair or ashes with the correct service to ensure they arrive safely. This is your responsibility and we always recommend Royal Mail Special Delivery due to the sentimental value. I would also request that you keep some of the encasements with you rather than sending all you have in the post.
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WHEN WILL MY ITEMS BE POSTED AND HOW?
As all items are handmade and bespoke, please allow up to 2-6 weeks (or longer for custom orders or pre-orders) from receipt of personal items to postage. I will confirm when your items are finished and when they will be posted. All orders containing personal items (shoes, rosettes, hair, ashes etc) will be posted via Royal Mail Special Delivery.
HOW DO I CARE FOR MY KEEPSAKE OR JEWELLERY?
As we all want your bespoke keepsakes and jewellery to last, we send out specific care instructions with each order. These can also be found on the website. You must follow these to ensure your warranty is valid and your jewellery does not get damaged.
I WANT TO CANCEL MY ORDER?
Any order can be cancelled before work is started on the product. You must pay for return postage of any personal items sent.
Once work has started we are unable to offer cancellation of an order, as this is bespoke using your own personal items (hair, ashes, rosettes, shoes etc).
WHAT IS YOUR RETURNS POLICY ?
As all items are made to order using your own personal items (hair, ashes, rosettes, shoes etc), we can not offer a returns service.
If you are unhappy with your item, then please get in touch and we will work with you to rectify any issues.
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WHAT IF MY ORDER IS DAMAGED?
If your order arrives damaged, then please advise us within 24 hours of receipt and we will be happy to resolve any issues by repair or replacement.
If you happen to damage your keepsake or jewellery, we are not obliged to offer a replacement or repair, so please make sure that you follow all care instructions carefully. We will help where possible however some damage is irreversible.
We offer a 3 month warranty on all our items however this is void if care instructions have not been followed.
IS THERE ANYTHING ELSE I NEED TO KNOW?
If you have any questions before ordering please contact us at: hoofhomeandcountry@outlook.com or use the form on the 'Contact Us' page.
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Please refer to the Terms and Conditions.
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