Terms of service

Contents

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

1. About Starstory Jewellery

Starstory Jewellery is a UK-based independent business creating handcrafted memorial 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 jewellery using carefully preserved memorial 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 jewellery created using your chosen memorial 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 memorial 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 all 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 memorial 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.

After your order has been confirmed, you will receive your memorial inclusion kit together with instructions explaining how to safely collect, package, and return your memorial inclusions.

Before placing your order, please ensure that you have access to your Star's memorial inclusion and are able to send 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 memorial inclusion, I recommend waiting until it is in your possession before placing an order.

Only the small amount of memorial inclusion requested in your instruction guide should be sent. Please do not send your entire supply of ashes, hair, fur, or other memorial 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. Memorial Inclusions

I understand that your Star's memorial inclusion is deeply 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 memorial inclusion is required to create your jewellery. Any unused memorial inclusion will be carefully returned to you with your completed order.

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

Please ensure that your memorial inclusion is packaged securely and in accordance with the instructions provided in your inclusion kit. 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, upon receipt, I believe your chosen memorial 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 memorial 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 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 return your Star's memorial inclusion within the recommended four-weektimeframe, please contact me as soon as reasonably possible. Unless otherwise agreed in writing, memorial inclusions should normally be returned within six months of placing your order.

If your memorial 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. 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 memorial 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 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.

Complimentary Proof Photographs for Hidden Memorial Inclusions

Where you have chosen for your Star's memorial inclusion to be concealed within the resin, you have the option to request complimentary proof photographs during the personalisation process by selecting the relevant option when placing your order.

If requested, a photograph will be taken during the creation process, before your jewellery is fully completed, to confirm that your Star's memorial inclusion has been carefully placed within your chosen design. The photograph will include your memorial inclusion collection pot and unique identifying order number for added reassurance.

Proof photographs will be sent to the email address provided when your order is placed. Please ensure your email address is accurate, as Starstory Jewellery cannot be held responsible if the photographs cannot be delivered due to incorrect contact details.

Proof photographs are provided for reassurance only. They do not require customer approval and do not permit changes to your order once work on your jewellery has begun.

My priority is to create jewellery that reflects the quality, craftsmanship, and care that define Starstory Jewellery. If I believe that a requested design, memorial 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.

6. Product Information & Handmade Variations

Every Starstory piece is individually handcrafted using premium materials and your Star's unique memorial inclusion. As no two memorial 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 memorial 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 memorial 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 jewellery and is not considered a fault or defect.

Where you have chosen for your Star's memorial inclusion to be concealed within the resin, it is intentionally designed not to be visible in the finished jewellery. As the memorial inclusion cannot be seen once your jewellery is complete, you have the option to request complimentary reassurance photographs during the personalisation process. Reassurance photographs are available for hidden memorial inclusions only and will be provided to confirm that your Star's memorial inclusion has been carefully placed within your chosen design.

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 jewellery and are not considered faults or defects.

The final appearance of your jewellery is influenced by the unique characteristics of your Star's memorial 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.

7. Order Changes & Cancellations

Every Starstory piece is individually handcrafted to order using your Star's memorial 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 memorial inclusion, it is exempt from the standard 14-day cancellation rights that apply to many online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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 your memorial inclusion kit has been dispatched, materials have been ordered, your Star's memorial 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 memorial inclusion kit has been dispatched or after your Star's memorial inclusion has been returned to Starstory Jewellery, but before work on your jewellery has begun, your Star's memorial inclusion will be carefully returned to you. A refund will be issued less a fixed £20 charge to cover the costs already incurred in preparing your order, including postage costs, your memorial inclusion kit, payment processing fees, the time taken to prepare and process your order, and, where applicable, the safe return of your Star's memorial inclusion.

For the purposes of these Terms & Conditions, work on your jewellery is considered to have begun once preparation of your Star's memorial 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.

8. Production Times

Each Starstory piece is individually handcrafted to order. As every piece is created by hand using your Star's unique memorial 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 memorial 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 on the Starstory Jewellery website and social media channels 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. I sincerely appreciate your patience, understanding, and trust while I create a lasting tribute to your Star.

9. Shipping & Delivery

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

Following receipt of your order, your memorial inclusion 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 memorial inclusion kit may take a little longer. Where possible, any changes to dispatch times will be communicated in advance on the Starstory Jewellery website and social media channels.

Your memorial inclusion kit will include a prepaid Royal Mail Tracked return label for the safe return of your Star's memorial inclusion to Starstory Jewellery. Please follow the packaging instructions provided to help protect your memorial inclusion during transit. I also recommend obtaining and retaining a free Proof of Postage receipt from your local Post Office when returning your memorial inclusion until I have confirmed safe receipt of your Star's memorial inclusion. This may be required by Royal Mail if your parcel is delayed or lost in transit.

Your completed jewellery order, together with any unused memorial inclusions, will be carefully packaged and dispatched using Royal Mail Tracked. Tracking details will be sent to the email address provided when your order is dispatched.

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.

Customers are responsible for inspecting their order upon delivery and notifying Starstory Jewellery as soon as reasonably possible if their parcel arrives damaged or if there are any concerns regarding their order.

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 memorial 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.

10. Returns & Consumer Rights

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

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, including natural variations in memorial inclusions, resin appearance, inclusion visibility, artistic placement, colour, finish, shape, resin depth, and the occasional presence of tiny microbubbles, are inherent features of handcrafted memorial jewellery. These characteristics are not faults or defects and do not qualify for a return, exchange, or refund.

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.

My Craftsmanship Guarantee is separate from your statutory consumer rights and provides additional reassurance for faults relating to the original workmanship. Full details can be found on the Craftsmanship Guarantee page.

11. 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. I may ask you to provide photographs of your jewellery to help assess the issue before requesting that it is returned for inspection.

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.

For full details, including what is covered, exclusions, and how to make a claim, please refer to the Starstory Jewellery Craftsmanship Guarantee page.

12. 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.

To help protect your jewellery, please follow the care instructions provided with your order and those available on the Starstory Jewellery Care page. This includes avoiding prolonged exposure to sunlight, harsh chemicals, perfumes, cleaning products, swimming pools, hot tubs, seawater, and impact or abrasion that could damage the resin or sterling silver.

Failure to care for your jewellery in accordance with the recommended care instructions may affect your entitlement under the Starstory Jewellery Craftsmanship Guarantee.

For full care guidance, including advice on caring for both your memorial stone and sterling silver jewellery, please refer to the Jewellery Care page.

13. Limitation of Liability

Nothing within these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited under UK law, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

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 any indirect, incidental, consequential, or financial losses arising from the purchase, use, delay in delivery, or inability to use your jewellery. This includes, but is not limited to, loss of enjoyment, emotional distress, missed occasions, loss of earnings, or any other indirect or consequential loss.

Starstory Jewellery shall not be responsible for delays, damage, or loss arising from circumstances outside the reasonable control of Starstory Jewellery, including but not limited to 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 memorial 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.

Whilst every care is taken throughout the creation process, the sentimental, emotional, or personal value attached to your Star's memorial inclusion is unique to you and cannot be measured financially. Any liability relating to your order will be limited to the remedies available under UK consumer law and these Terms & Conditions.

Nothing in this section affects your statutory consumer rights or the additional protection provided by the Starstory Jewellery Craftsmanship Guarantee.

14. 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 your 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.

For full details of how your personal information is collected, used, stored, and protected, please refer to the Starstory Jewellery Privacy Policy.

15. 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.

16. 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, but are not limited to, severe weather, flooding, fire, power or internet outages, illness, accidents, pandemics, government restrictions, industrial action, supplier shortages, postal service disruption, technical failures, or any other unforeseen event 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.

Starstory Jewellery shall not be liable for any delay or failure to perform its obligations where this results from circumstances beyond its reasonable control. Nothing in this section affects your statutory rights under UK consumer law.

17. Contact Information

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

Email: starstoryjewellery@gmail.com

Website: www.starstoryjewellery.co.uk

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: 27th June 2026