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Effective from July 2025

Please read these Terms and Conditions carefully before placing an order with Tilly & Co Memorial Jewellery Ltd.
By placing an order, you agree to the terms below in full and without exception.
If anything is unclear, please contact us before ordering.

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About Us

Tilly & Co Memorial Jewellery Ltd is a UK-based business specialising in handcrafted keepsake jewellery using customer-supplied inclusions — such as ashes, hair, fur, breastmilk, or other precious materials.
We are a recognised member of the Society of British Jewellers.

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Orders & Acceptance

• All orders are subject to acceptance and availability.

• Inclusions must be posted to us in line with our packaging guidelines (see FAQ).

• Orders will only proceed once your inclusion has been received.

• By ordering, you confirm you are the legal owner of the inclusion and have full permission to use it in this way.

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Sending Inclusions by Post

• Sending ashes, hair, fur, or breastmilk by post is done at your own risk. While Royal Mail is highly reliable, there is always a small chance that items may be delayed or lost in transit.

• We kindly advise that you never send all you have of your loved one’s inclusion. Please retain a portion safely at home, just in case.​

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12-Month Warranty

All pieces are covered by a complimentary 12-month warranty from the delivery date, covering:

• Manufacturing faults in jewellery metal

• Faults in the specialist resin used

Not covered by the warranty:

• Damage from general wear, misuse, or accidental breakage

• Third-party repairs or alterations (this voids the warranty)

To report a fault, email: chantel@tillyandco.com
Include your name, order number, photos, and a description of the issue. We aim to repair or replace wherever possible.

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Product Photography & Sharing

We may photograph your completed piece for use on our website or social media.
If you prefer your piece not to be used this way, please let us know in writing when placing your order.

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Cancellations & Amendments

• Orders can be cancelled or amended only before we receive your inclusion.

• Once received and materials have been ordered or work has started, cancellations and design changes are no longer possible.

• If a cancellation is approved, return postage of your inclusion is your responsibility.

• We reserve the right to refuse a refund if your inclusion is not received within 4 weeks of ordering.

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Turnaround Times

• Standard turnaround: 4–6 weeks from receipt of your inclusion

• Gold and custom pieces: up to 12 weeks

• All times are estimates. We’ll contact you if a significant delay arises.

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Delivery

• You are responsible for safely packaging and posting your inclusion to us.

• We recommend a tracked and insured service.

• Tilly & Co is not liable for inclusions lost in transit.

• Completed orders are sent via Royal Mail Tracked 24 or Special Delivery.

• Orders are posted to the address provided at checkout.

• We are not responsible for lost parcels due to incorrect address details.

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Product Care & Quality

• Each piece is handcrafted and may contain small air bubbles or natural resin variations — these are not faults.

• Care instructions are included with your order and available on our website.

• Failure to follow care advice may affect the lifespan of your jewellery

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Cubic Zirconia Stones – Important Information

• Many of my designs feature high-quality cubic zirconia (CZ) crystals, carefully sourced from trusted casters. While every piece is thoroughly checked for faults both on arrival and before dispatch, it is possible though rare for stones to loosen or fall out over time through no fault of yours or mine.

• If a CZ stone comes loose or falls out within 3 months of delivery, I will repair or replace it free of charge.

• After this period, upkeep becomes the client's responsibility. However, I do offer an affordable CZ re-setting service (at a price lower than most high-street jewellers), along with an optional professional jewellery cleaning service.

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Refunds & Returns.

Due to the custom nature of our products, we cannot accept returns or offer refunds except in the following cases:, 

• The item is defective due to a fault on our part

• A manufacturing fault arises within 6 months and cannot be repaired

In these cases, we will: 

1. Attempt a repair

2. Offer a replacement if repair is not possible

3. If the design is discontinued, offer a refund or alternative of equal value 

4. As all proof photographs of settings prior to finish will be discussed during our email consultation. 

5. However if you are still not satisfied with your current item within 14 days it can be reset for an additional fee.

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We do not offer refunds for:

• Items ordered in the wrong size (please refer to our ring sizing guide)

• Accidental damage or general wear and tear

• Change of mind after work has started

• Snapped chains or bracelet cords (unless faulty — replacements can be purchased at a reduced cost)

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Repairs

If your jewellery is damaged due to wear or accident, we may be able to offer a repair for a small fee.
Please email us with a photo and description to discuss your options.

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Ownership of Artwork

All designs, images, branding, and content on our website remain the intellectual property of Tilly & Co Memorial Jewellery Ltd.
They may not be copied or reproduced without written permission.

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Payment Terms

• Full payment is required before we begin work on your order.

• If a balance is requested (e.g. for upgrades), it must be settled within 14 days.

• Unpaid orders may be cancelled, and your inclusion returned at your expense.

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Updates to Terms

We reserve the right to amend these Terms & Conditions at any time.
Any updates will be posted on this page.

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Contact Us

If you have any questions or concerns, please get in touch:
Email - chantel@tillyandco.com
Or use the contact form on our website

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