Contents

1. About Starstory Jewellery
2. Welcome
3. Placing an Order
4. Inclusions
5. Local Collection & Delivery
6. Creating Your Jewellery
7. Product Information & Handmade Variations
8. Order Changes & Cancellations
9. Production Times
10. Shipping & Delivery
11. Returns & Consumer Rights
12. Craftsmanship Guarantee
13. Jewellery Care
14. Limitation of Liability
15. Privacy
16. Governing Law
17. Circumstances Beyond My Control (Force Majeure)
18. Contact Information

1. About Starstory Jewellery

Starstory Jewellery is a UK-based independent business creating handcrafted memorial and keepsake jewellery from my studio in Scotland.

Throughout these Terms & Conditions, the terms "Starstory Jewellery", "I", "me" and "my" refer to the owner and operator of Starstory Jewellery. The terms "you" and "your" refer to the customer placing an order.

I specialise in creating bespoke memorial and keepsake jewellery using carefully preserved inclusions, including ashes, hair, fur and other approved inclusions. Every piece is individually handcrafted to order and is unique to your Star.

If you have any questions regarding these Terms & Conditions or your order, please get in touch using the contact details provided on the Contact page of the Starstory Jewellery website.

2. Welcome

By placing an order through the Starstory Jewellery website, you agree to these Terms & Conditions. Please take a few moments to read them before making your purchase.

Starstory Jewellery specialises in handcrafted memorial and keepsake jewellery created using your chosen inclusions, including ashes, hair, fur or other approved inclusions. Every piece is individually made to order and personalised specifically for you.

These Terms & Conditions explain how orders are placed, how your inclusions are handled, your rights as a customer and my responsibilities as the maker of your jewellery.

If you have any questions before placing an order, please don't hesitate to get in touch. I am always happy to help.

Starstory Jewellery is an independent artisan business. Every piece of jewellery is personally handcrafted by Claire, who also personally manages customer communication, administration and order fulfilment with the same care, respect and attention to detail given to each keepsake.

By placing an order with Starstory Jewellery, you confirm that you have read, understood and accepted these Terms & Conditions.

3. Placing an Order

By placing an order with Starstory Jewellery, you confirm that all information provided is accurate and complete.

As each piece is handcrafted to order and personalised using your chosen inclusions, every order is considered bespoke.

Once your order has been placed, you will receive an email confirming that your order has been received. This confirmation does not signify acceptance of your order. Your order will be accepted once payment has been successfully processed and I have confirmed your order.

When placing your order, you can choose how you would like to provide your inclusions:

• Send your own: You may package and send your inclusions yourself using the instructions provided by email after placing your order. This is the quickest option, as you do not need to wait for a collection kit to arrive.
• Free Inclusion Collection Kit: You can choose to receive a free collection kit, which will usually be dispatched within 2–3 working days. The kit includes instructions, a secure container labelled with your unique order number and, for postal orders, a tracked return postage label.

If you have selected Local Collection & Delivery, no return postage label will be provided, as your prepared inclusions will be collected at your arranged local appointment.

Before placing your order, please ensure that you have access to your Star's inclusion and are able to provide it within the timeframe provided. If your ashes are still with a funeral director or crematorium, or you do not yet have access to your chosen inclusion, I recommend waiting until it is in your possession before placing an order.

Only the small amount of inclusion requested in your instruction guide should be sent or provided. Please do not send or provide your entire supply of ashes, hair, fur or other inclusion, as only a small quantity is required to create your jewellery.

It is your responsibility to ensure that all personalisation details, shipping information and any information relating to your order are accurate before completing your purchase. If you notice an error, please contact me as soon as possible. Whilst I will always do my best to accommodate changes, I cannot guarantee that amendments can be made once your jewellery has been ordered or production has begun.

To help avoid misunderstandings, any changes to your order should be confirmed by email. Whilst I may respond to messages received through social media, these platforms should not be relied upon for important changes to your order, as messages may occasionally be missed or delayed.

Every effort is made to ensure that the jewellery designs, settings, chains and materials featured on the Starstory Jewellery website remain available. However, on rare occasions, a design or component may become unavailable or be discontinued by one of my trusted suppliers. If this happens before work on your jewellery has begun, I will contact you as soon as possible to discuss the available options. Wherever possible, I will offer a suitable alternative of comparable style and quality.

If you choose not to proceed with an alternative before work has commenced, you will receive a full refund.

I reserve the right to refuse or cancel an order where I am unable to fulfil it. Should this occur before work on your jewellery has commenced, you will receive a full refund.

4. Inclusions

I understand that your Star's inclusion is personal and irreplaceable. Every inclusion entrusted to me is handled with the utmost care, respect and dignity throughout the creation process.

Only a small quantity of ashes, hair, fur or other approved inclusion is required to create your jewellery. Any unused inclusion will be carefully returned to you with your completed order.

Your inclusion may be provided by post or, where you have selected Local Collection & Delivery, collected at your arranged local appointment.

Once your inclusion has been safely received, I will notify you by email to confirm its arrival.

Please ensure that your inclusion is packaged securely and in accordance with the instructions provided. While every reasonable care is taken, Starstory Jewellery cannot accept responsibility for loss or damage caused during transit before your memorial inclusion has been received, or where the packaging instructions have not been followed.

If you are sending your inclusion yourself, you are responsible for choosing suitable packaging and a secure postal service. I recommend using a tracked postal service.

If, upon receipt, I believe your chosen inclusion is unsuitable for your selected design, or is unsafe or impractical to work with, I will contact you to discuss the available options before any work begins.

Your inclusion will only ever be used for the creation of your jewellery and will never be shared, transferred or used for any other purpose without your permission.

Although every piece is created with exceptional care and attention to detail, memorial and keepsake jewellery is individually handcrafted using irreplaceable materials. By placing an order, you acknowledge and accept the nature of this bespoke process.

If you are unable to provide your Star's inclusion within the recommended four-week timeframe, please contact me as soon as reasonably possible. Unless otherwise agreed in writing, inclusions should normally be received within six months of placing your order.

If your inclusion has not been received within this time and I have been unable to contact you, Starstory Jewellery reserves the right to cancel your order. Where an order is cancelled in these circumstances, any refund will be issued in accordance with the cancellation terms set out within these Terms & Conditions, including any applicable deductions for costs already incurred.

5. Local Collection & Delivery

Starstory Jewellery offers a Local Collection & Delivery service for customers in Kirkcaldy and across Fife. Customers within Kirkcaldy can choose personal doorstep collection and delivery, while customers across Fife can choose collection and delivery at my chosen Kirkcaldy venue.

This service allows customers to arrange a local meeting for the collection of their prepared inclusions and the delivery of their completed jewellery.

Local Meeting Venue

For privacy and convenience, local collection and delivery meetings take place at my chosen local Kirkcaldy venue rather than at my private studio.

The venue is conveniently located just off the A92, with plenty of parking and disabled-friendly access. Full venue details will be provided by email after your order has been placed.

Preparing Your Inclusions

Free Inclusion Collection Kit: If you choose a collection kit, I’ll send one to you within 2–3 working days, including clear instructions and a secure container labelled with your unique order number. For local customers, no return postage is required as I’ll collect your completed kit at your arranged appointment.

Send Your Own: If you prefer to send your inclusions yourself, you can package them using the instructions provided by email after placing your order. This can be the quicker option, as you don't need to wait for a collection kit to arrive.

If you have selected the Local Collection & Delivery option but have chosen not to purchase an inclusion collection kit, you are responsible for collecting, packaging and safely storing your inclusion before our arranged meeting.

A personal email with instructions explaining how to safely collect, package and store your inclusion will be provided by email within 24 hours. You must follow these instructions carefully and bring your securely packaged inclusion with you to the arranged meeting.

Only the amount of inclusion requested in your instructions should be provided. Please do not bring your entire supply of ashes, hair, fur or other inclusion, as only a small quantity is required to create your jewellery.

Meeting Availability

Collection appointments are available on Mondays and Fridays, 9am–5pm, within an agreed 30-minute time slot.

Finished jewellery delivery

Once your jewellery is complete, I will contact you to arrange a convenient appointment at the same venue, on a Monday or Friday between 9am–5pm, where I will personally hand over your finished jewellery.

Appointments are arranged within an agreed 30-minute time slot. For example, if your appointment is at 12:00pm, I will be available until 12:30pm.

Please arrive at your agreed appointment time. As appointments form part of my working day, I am unable to wait beyond the allocated 30-minute time slot.

Missed Appointment and Alternative Arrangements

If you are unable to attend an arranged appointment, please contact me as soon as possible.

Where an appointment is missed without prior communication, the Local Collection & Delivery option will no longer be available for that order.

If the missed appointment was for the collection of your inclusion, you will be responsible for safely packaging and sending your inclusion to Starstory Jewellery by tracked post, at your own cost.

If the missed collection appointment was for the delivery of your completed jewellery, your jewellery will instead be sent to the delivery address provided with your order via Royal Mail Special Delivery.

Where a missed collection appointment results in your inclusion being sent by post, your completed jewellery will also be sent to you via Royal Mail Special Delivery once your order is complete.

6. Creating Your Jewellery

Every Starstory piece is individually handcrafted by me with the utmost care, attention to detail and respect for your Star. No aspect of the creation process is mass-produced, making every piece truly one of a kind.

Your jewellery will only be created once your inclusion has been safely received. Estimated production times begin from the date your memorial inclusion arrives at my studio, not from the date your order is placed.

Throughout the creation process, I may contact you if I require clarification regarding your order or personalisation choices. Delays in receiving a response may affect your estimated completion date.

Whilst every effort is made to ensure that the jewellery designs, settings, chains and materials featured on the Starstory Jewellery website remain available, there may occasionally be circumstances where a component becomes unavailable or is discontinued by one of my trusted suppliers.

If this happens before work on your jewellery has begun, I will contact you as soon as possible to discuss the available options. Wherever possible, I will offer a suitable alternative of comparable style and quality. If you choose not to proceed with the alternative before work on your jewellery has commenced, a full refund will be provided.

If a component becomes unavailable after work on your jewellery has begun, I will always contact you to discuss the available options before continuing. No substitutions will be made without your agreement.

My priority is to create jewellery that reflects the quality, craftsmanship and care that define Starstory Jewellery. If I believe that a requested design, inclusion or personalisation cannot be completed safely or to the standard I am committed to providing, I will contact you to discuss a suitable alternative or, where appropriate, a refund.

Design & Creative Process

Each Starstory piece is individually handcrafted using traditional techniques and my own creative judgement. Whilst you choose your jewellery design, resin colour and personalisation options when placing your order, the precise placement of memorial inclusions, resin patterns, colour distribution and other artistic details form part of the handcrafted creation process.

For this reason, I am unable to accept requests for specific inclusion placement, custom resin patterns, colour mixing or other artistic arrangements. Every piece is individually created to reflect the design you have selected whilst maintaining the quality, balance and finish that define Starstory Jewellery.

By placing your order, you acknowledge that these artistic elements are at the discretion of Starstory Jewellery and form part of the unique character of your handcrafted keepsake.

7. Product Information & Handmade Variations

Every Starstory piece is individually handcrafted using premium materials and your Star's unique inclusion. As no two inclusions are ever the same, every piece of jewellery is completely unique.

Product photographs displayed on the Starstory Jewellery website are intended as a guide only. Whilst every effort is made to represent colours, finishes and designs as accurately as possible, slight variations may occur due to lighting, photography, individual device screen settings and the natural characteristics of your Star's inclusion.

Ashes naturally vary in colour, texture and consistency, whilst hair and fur naturally vary in colour, thickness and visibility. These characteristics influence the finished appearance of your jewellery and contribute to the individuality of every handcrafted piece.

The visibility of your Star's inclusion will vary depending on its colour, type, quantity, your chosen resin colour and the jewellery design selected. Due to the delicate nature of hair and fur, lighter-coloured or finer strands are likely to appear subtle or translucent once preserved within the resin and, in some designs, may not be visible in the finished jewellery, even where a visible inclusion has been selected.

By placing your order, you acknowledge and accept that the visibility of lighter-coloured or finer hair and fur cannot be guaranteed. This is a natural characteristic of handcrafted memorial and keepsake jewellery and is not considered a fault or defect.

Where you have chosen for your Star's inclusion to be concealed within the resin, it is intentionally designed not to be visible in the finished jewellery.

If you have selected a complimentary hidden crystal inclusion, this is intended to remain concealed within the design and will not be visible in the finished jewellery.

Every effort is made to achieve the highest possible finish. However, due to the handcrafted nature of the process, tiny microbubbles, slight variations in resin depth, inclusion placement, shape or finish may occasionally occur. These characteristics are a natural part of handcrafted memorial and keepsake jewellery and are not considered faults or defects.

The final appearance of your jewellery is influenced by the unique characteristics of your Star's inclusion and the handcrafted creation process. Whilst every effort is made to create your jewellery as selected, it cannot be made to exactly replicate another piece, a previous order or a photograph displayed on the Starstory Jewellery website.

If you purchase more than one piece of jewellery, or commission additional jewellery in the future, slight variations in appearance should be expected. Whilst every effort will be made to create complementary pieces, no two handcrafted pieces can ever be identical.

8. Order Changes & Cancellations

Every Starstory piece is individually handcrafted to order using your Star's inclusion. As a result, each order is personalised and bespoke.

As your jewellery is created specifically for you using your chosen design and your Star's inclusion, it is exempt from the standard cancellation rights that apply to many online purchases where the applicable legal requirements for personalised or bespoke goods are met.

If you need to make a change to your order, please contact me as soon as possible. Whilst I will always do my best to accommodate requests, I cannot guarantee that changes can be made once materials have been ordered, your Star's inclusion has been received, or work on your jewellery has begun.

Cancellation requests will always be considered at my discretion. If I agree to cancel your order after your Star's inclusion has been received by Starstory Jewellery, but before work on your jewellery has begun, your Star's inclusion will be carefully returned to you.

A refund will be issued less a fixed £20 charge to cover costs such as return special delivery postage costs of your inclusion, payment processing fees, the time taken to prepare and process your order and the time and petrol costs to travel to safely return your Star's inclusion.

For the purposes of these Terms & Conditions, work on your jewellery is considered to have begun once preparation of your Star's inclusion or the creation of your bespoke jewellery has commenced.

Once work on your jewellery has begun, cancellations due to a change of mind will not be accepted.

Nothing within these Terms & Conditions affects your statutory rights. If your jewellery is faulty, not as described or does not meet your legal consumer rights, please contact me and I will do my best to resolve the matter promptly and fairly.

If Starstory Jewellery is unable to fulfil your order, you will be offered a full refund.

9. Production Times

Each Starstory piece is individually handcrafted to order. As every piece is created by hand using your Star's unique inclusion, production times may vary.

The estimated production time displayed on the Starstory Jewellery website is provided as a guide and begins once your Star's inclusion has been safely received by Starstory Jewellery.

Whilst every effort is made to complete your jewellery within the estimated timeframe, production times cannot be guaranteed. Occasionally, additional time may be required due to supplier delays, postal delays, quality control, periods of exceptionally high demand, unforeseen circumstances or other factors outside the reasonable control of Starstory Jewellery.

If I require further information from you during the creation process, or there is a delay in receiving your response, your estimated production time may be extended accordingly.

As Starstory Jewellery is an independent artisan business, there may occasionally be periods where annual leave, illness or unforeseen personal circumstances affect production or response times. Any planned studio closures, periods of reduced availability or significant changes to estimated production times will be communicated in advance wherever reasonably possible.

If a significant delay occurs beyond the estimated production timeframe, I will contact you as soon as reasonably possible to keep you informed of your order's progress.

My priority is always to create your jewellery to the highest possible standard. If additional time is needed to achieve the quality, craftsmanship and finish that your keepsake deserves, I will always prioritise quality over speed.

10. Shipping & Delivery

Starstory Jewellery currently ships within the United Kingdom only. I am unable to accept orders from the Republic of Ireland.

Inclusion Collection Kits

Where you have selected an inclusion collection kit, your kit will usually be dispatched within 2–3 working days using Royal Mail 48.

During advertised studio closures, annual leave or periods of exceptionally high demand, dispatch of your inclusion collection kit may take a little longer.

Where you have selected postal return, your inclusion collection kit will include a prepaid Royal Mail Tracked 48 return label for the safe return of your Star's inclusion to Starstory Jewellery.

Where you have selected Local Collection & Delivery, no return postage label will be provided, as your prepared inclusion will be collected at the agreed local meeting.

Please follow the packaging and storage instructions provided to help protect your inclusion.

Completed Jewellery

Unless Local Collection & Delivery has been successfully arranged, your completed jewellery order, together with any unused inclusions, will be carefully packaged and dispatched using Royal Mail Special Delivery. Tracking details will be sent to the email address provided when your order is dispatched.

Where the Local Collection & Delivery option is no longer available due to a missed meeting without prior communication, alternative postage arrangements will be made in accordance with Section 5 of these Terms & Conditions.

Please ensure that your delivery address is correct when placing your order. Starstory Jewellery cannot be held responsible for delays, loss or additional costs arising from incorrect or incomplete delivery information provided by the customer.

Delivery timeframes provided by Royal Mail are estimates only and are not guaranteed. Once your order has been dispatched, any delays caused by Royal Mail or other circumstances outside the reasonable control of Starstory Jewellery are beyond my control.

If your parcel is lost or damaged in transit, please contact me as soon as reasonably possible. I will assist by raising an enquiry with Royal Mail and will do everything reasonably possible to help resolve the matter.

Where Royal Mail confirms that a parcel has been successfully delivered to the address provided with your order, Starstory Jewellery cannot accept responsibility for parcels that are subsequently lost, stolen or misplaced.

Any unused inclusions returned with your completed jewellery remain your responsibility once they have been successfully delivered.

If a parcel is returned to Starstory Jewellery because it was undeliverable or unclaimed, I will contact you to arrange re-delivery. Additional postage costs may apply.

11. Returns & Consumer Rights

As every Starstory piece is individually handcrafted to order using your Star's inclusion, each item is personalised and bespoke. For this reason, returns, exchanges or refunds cannot be accepted where you have simply changed your mind, subject to your statutory consumer rights.

Nothing within these Terms & Conditions affects your statutory rights under UK consumer law.

If your jewellery arrives damaged, is faulty or is not as described, please contact me as soon as reasonably possible and, where practical, within 14 days of receiving your order. I may ask you to provide photographs of the jewellery to help assess the issue before requesting that it is returned.

Where a return is required due to a fault, I will provide instructions for returning your jewellery. Please do not return your jewellery without contacting me first.

If, upon inspection, a fault is confirmed, I will, where appropriate, repair your jewellery, replace it where reasonably possible or provide a refund in accordance with your statutory rights.

The handcrafted characteristics described throughout these Terms & Conditions are inherent features of handcrafted memorial and keepsake jewellery and are not faults or defects.

Please do not attempt to repair, alter, resize or modify your jewellery yourself, or through another jeweller, before contacting Starstory Jewellery. Unauthorised alterations or repairs may affect your entitlement under the Starstory Jewellery Craftsmanship Guarantee.

12. Craftsmanship Guarantee

Every Starstory piece is individually handcrafted with the utmost care, respect and attention to detail. I take great pride in the quality of my work and offer a 12-month Craftsmanship Guarantee from the date of purchase for your peace of mind.

The Craftsmanship Guarantee covers faults arising from the original workmanship or materials used during the creation of your jewellery. It does not cover accidental damage, general wear and tear, improper care, misuse, environmental damage or alterations or repairs carried out by another jeweller.

If you believe your jewellery has developed a fault covered by the Craftsmanship Guarantee, please contact me before arranging any repair or alteration.

Where a fault relating to the original workmanship is confirmed, I will, where appropriate, repair or replace your jewellery in accordance with the terms of the Craftsmanship Guarantee.

This Craftsmanship Guarantee is provided in addition to, and does not affect, your statutory rights under UK consumer law.

13. Jewellery Care

Your Starstory jewellery has been carefully handcrafted to create a lasting keepsake and should be treated with care to help preserve its beauty for years to come.

Your Starstory jewellery is crafted from solid 925 sterling silver, a precious metal chosen for its beauty, quality and durability. Like all sterling silver, it will naturally develop a soft patina over time. Sterling silver is also a relatively soft metal, so light scratches and marks can occur with everyday wear.

To care for your sterling silver:

• Natural tarnishing is a normal characteristic of sterling silver and does not indicate a fault with your jewellery.
• Gently polish your jewellery using the complimentary silver polishing cloth provided, taking care to avoid the resin stone.
• Store your jewellery in a dry place when not being worn.
• Avoid prolonged contact with moisture, perfumes, lotions, cleaning products, household chemicals, swimming pools, hot tubs and seawater.
• Remove your jewellery before activities that may cause knocks, impact or scratches.
• Take particular care around the resin stone, as impact, abrasion, harsh chemicals, excessive heat or prolonged exposure to sunlight may affect its appearance over time.

14. Limitation of Liability

Nothing within these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited under UK law.

Starstory Jewellery accepts responsibility for providing jewellery that is of satisfactory quality, fit for its intended purpose and as described, in accordance with your statutory rights.

Except where required by law, Starstory Jewellery shall not be liable for indirect, incidental, consequential or financial losses arising from the purchase, use, delay in delivery or inability to use your jewellery.

Starstory Jewellery shall not be responsible for delays, damage or loss arising from circumstances outside the reasonable control of Starstory Jewellery, including postal delays, supplier delays, severe weather, industrial action, technical failures or other unforeseen events.

Whilst every reasonable care is taken in handling your Star's inclusion throughout the creation process, circumstances beyond the reasonable control of Starstory Jewellery may occasionally arise. In such circumstances, any remedies available will be those provided under UK consumer law and these Terms & Conditions.

Nothing in this section affects your statutory consumer rights.

15. Privacy

Starstory Jewellery is committed to protecting your privacy and handling your personal information with care, respect and in accordance with applicable UK data protection legislation.

Personal information provided when placing an order or contacting Starstory Jewellery will only be used to process your order, communicate with you about your purchase, fulfil legal obligations and provide customer support.

By placing an order, you acknowledge that certain personal information may need to be shared with trusted third-party providers, such as payment processors and delivery services, where necessary to fulfil your order.

Any photographs, stories or personal information you choose to share as part of your order will be treated with care and respect. They will only be used for the purpose of creating your jewellery and providing customer support unless you have given your explicit consent for Starstory Jewellery to share them.

Where you have given permission during the ordering process, Starstory Jewellery may share your submitted story and photographs on its website and/or social media channels.

Starstory Jewellery may also photograph and share images of completed jewellery for portfolio, website, advertising and social media purposes. These images will never include your name, your Star's name, your submitted photographs, your personal story or any other identifying information unless you have given explicit consent.

If you do not wish photographs of your completed jewellery to be used in this way, please notify Starstory Jewellery in writing before your jewellery is completed.

16. Governing Law

These Terms & Conditions, together with any contract formed between you and Starstory Jewellery, shall be governed by and interpreted in accordance with the laws of Scotland.

Any disputes arising in connection with these Terms & Conditions or your purchase from Starstory Jewellery shall be subject to the exclusive jurisdiction of the Scottish courts, unless applicable consumer protection laws provide otherwise.

17. Circumstances Beyond My Control (Force Majeure)

Whilst every reasonable effort is made to fulfil orders within the estimated timescales and to the highest standard, there may occasionally be circumstances beyond the reasonable control of Starstory Jewellery that affect the ability to process, create or deliver your order.

These circumstances may include severe weather, flooding, fire, power or internet outages, illness, accidents, pandemics, government restrictions, industrial action, supplier shortages, postal service disruption, technical failures or other unforeseen events beyond the reasonable control of Starstory Jewellery.

Where such circumstances arise, I will make every reasonable effort to minimise any disruption, keep you informed and resume normal service as soon as reasonably possible.

Nothing in this section affects your statutory rights under UK consumer law.

18. Contact Information

If you have any questions regarding these Terms & Conditions, your order or your Starstory jewellery, I am always happy to help.

Please contact me via the Contact page of the Starstory Jewellery website.

Business hours are displayed on the Contact page of the Starstory Jewellery website. Whilst every effort is made to respond promptly, emails and messages are answered during my normal working hours. Response times may be longer during advertised studio closures or periods of high demand.

These Terms & Conditions may be updated from time to time. The version published on the Starstory Jewellery website at the time an order is placed will apply to that order.

Last updated: 8th September 2026