​

 

1. Bespoke orders can take between 2- 6 weeks to complete from receipt of personal items, this will depend on stock availability (ring sizes etc) and demand when your order is placed.

Some orders may take longer to complete (custom orders, if a item is out of stock with a supplier etc) and you (the customer) will be informed as soon as possible by us (the seller).

2. You (the customer) give us (the seller) permission to use your personal items to make items, in the design discussed, to the best of our (the seller) understanding. To make your items we will need to cut personal items to size (rosettes, hair etc).

3. Bespoke items are non-returnable & non-refundable. If you (the customer) are not completely satisfied with your item, you (the customer) will contact us (the seller) directly to resolve any issues.

4. If you wish to cancel your order, you (the customer) must get in touch with us (the seller) immediately. If work has been started on your order and therefore personal items have been included or used to make the item (such as photographs for 'mini me' models), then the order can not be cancelled. 

5. Once items have been braided, glued, sewn or set within resin, this is permanent and therefore they cannot be removed. 

6. As  all items are handmade and we don’t know the history of personal items sent to us (certain factors can effect the preserving process), we can’t possibly guarantee that every finished item will be perfect or be free from minor imperfections. 

​​6. As all items are completely handmade, minor imperfections are not classed as a fault. 

​7. Grey, flaxen and white horse hair and white pet fur can go transparent within resin depending on the amount of pigment the hair contains. There are ways to enhance the look of the hair, which will be discussed with you (the customer) prior to any work carried out. But sometimes it might not show in resin at all, despite all efforts.

8. When posting personal items, it is your (the customer) responsibility to ensure they arrive with us (the seller) safely. It is recommended that you retain some of the personal item with you (the customer). Orders containing any personal items are sent back to you (the customer)  via Royal Mail Special Delivery.

9. We (the seller) can not take responsibility for lost or delayed parcels that are in the hands of Royal Mail.

10. All personal items must be sent in clearly labelled packaging (customers name/ number) with clear instructions for each item (if there are multiple items). All remaining personal items will be returned with your order.

11. We (the seller) reserve the right to photograph all items made and post images on our business website and social media pages. Your personal details or story will not be posted unless permission is granted.

12. All finished items are photographed prior to dispatch and sent to you (the customer) for approval.

13. We (the seller) can not be held responsible for any breakages or loss of items once the item is received by you (the customer). Please read the care instructions provided (also available online). 

14. You (the customer) are responsible for ordering the correct sized items (rings, bracelets etc). We (the seller) will supply the size requested by you (the customer).

15. If you (the customer) have any concerns or queries regarding the terms and conditions, you (the customer) will contact us (the seller) directly before placing an order.

16. If your order arrives damaged, you (the customer) must advise us (the seller) within 24 hours of receipt and we will be happy to resolve any issues, by repair or replacement.

17. If you (the customer) happen to damage your jewellery or keepsake, we (the seller) 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.

18. By placing an order, you (the customer) are accepting these terms and conditions. 

 

 

Terms:
Personal items: items sent by you (the customer) for bespoke items such as hair, ashes, shoes and rosettes.
Seller: Hoof, Home & Country.
Customer: Person who places the order and is therefore responsible for the order and personal items.