1. About us
Silver Memories is a trading name of Silver Memories Ltd (“we”, “us”), a company registered in England and Wales, company number 10678485. Registered office: Zeal House, Suite 14, 8 Deer Park Road, Wimbledon, London SW19 3GY. Email: admin@silvermemories.co.uk. We are not VAT registered.
2. Your order
When you place an order, you will receive an email acknowledging it. A contract is formed when we confirm your order or dispatch it, whichever comes first. If we cannot accept your order, for example because an item is unavailable or we cannot work with your print, we will tell you and refund you in full.
3. Personalisation and prints
- Please check names, dates, spellings and messages carefully before ordering. We engrave exactly what you give us.
- Email your fingerprint, handprint, footprint or handwriting image to prints@silvermemories.co.uk or admin@silvermemories.co.uk with your name and order number. Images should be clear and taken straight on.
- Our designer cleans and enhances every print before engraving. Prints are scaled to fit the piece, so the finished engraving may differ slightly from the original.
- If an image is not clear enough, we will contact you before going ahead.
- A digital proof is available on request. If you ask for one, we will start once you approve it, and changes after approval may not be possible.
- You confirm you have permission to use any prints, handwriting, images or logos you send. We will not engrave anything offensive or anything that infringes another person’s rights.
4. Prices and payment
Prices are in pounds sterling. We are not VAT registered, so no VAT is added. We accept the payment methods shown at checkout. If we have made an obvious pricing error, we will contact you before dispatch and you can cancel for a full refund.
5. Making and delivery
- Your piece is usually made within 1–3 working days of receiving your print and details, and may take longer at busy times. Working days are Monday to Friday, excluding UK bank holidays.
- We deliver within the UK by Royal Mail Second Class, First Class or Special Delivery Guaranteed. Prices are shown at checkout, based on current Royal Mail rates. Delivery is free on orders over £50.
- Delivery times are Royal Mail’s estimates and run from dispatch. Seasonal closures and last-order dates are shown on our website.
- If we are significantly delayed, we will let you know, and you can cancel for a full refund if the item has not been dispatched.
- If a parcel goes missing in transit, contact us and we will help trace it, then replace or refund it.
Studio closures: we are closed on all UK bank holidays, plus 23–26 December and 31 December–2 January. Order by Thursday 17 December for dispatch before 23 December. Orders placed while we are closed are made on our next working day. Any other closures will be announced on our social media and in our website banner. Royal Mail runs reduced services around bank holidays.
6. Changing your mind
Personalised items. Items made to your specification or personalised (engraved names, dates, messages, prints or handwriting) cannot be cancelled or returned because you have changed your mind. This includes anything supplied with a personalised item as one product, such as a chain sold with an engraved pendant. If you contact us before we start work, we will try to cancel or change your order.
Non-personalised items (such as print kits, gift wrap and items with no engraving bought on their own). You may cancel within 14 days of the day you receive the item, without giving a reason.
- Tell us by emailing admin@silvermemories.co.uk with your name, order number and the item. You may use the form below, but you do not have to.
- Return the item within 14 days of telling us, unused and in its original packaging where possible. You pay the cost of returning it; we recommend a tracked service, as we cannot refund items that do not reach us. Please email us before sending anything and we will confirm the return address.
- Once the item reaches us, we will refund the item price and standard delivery cost within 14 days, to your original payment method. If you chose a faster delivery service, we refund only the standard rate.
- We may reduce the refund if the item has been handled more than needed to inspect it.
Cancellation form: To Silver Memories Ltd, Zeal House, Suite 14, 8 Deer Park Road, London SW19 3GY, admin@silvermemories.co.uk — I cancel my contract for the following goods: [item]. Ordered on / received on: [dates]. Name: Address: Date:
7. Faulty, damaged or incorrect items
This does not affect your legal rights. Every item, personalised or not, must be as described, of satisfactory quality and fit for purpose.
- If an item arrives faulty, damaged or not as ordered, email admin@silvermemories.co.uk with your order number and photos as soon as you can.
- Within 30 days of delivery, you can choose a full refund. After that, or if you prefer, we will repair or replace it; if that does not fix the problem, you can have a refund.
- We will cover reasonable return postage for faulty or incorrect items.
- A mistake in details you gave us, such as a misspelt name, is not a fault, but contact us and we will try to help.
8. Materials and hallmarking
Each product page states what the item is made of. Sterling silver items are 925 silver, and silver items over 7.78 grams carry a UK hallmark; lighter items are exempt. Stainless steel and other non-precious items are described as such. See our Hallmarking page for the Dealer’s Notice explaining UK hallmarks. Each piece is handmade to order, so finishes and engraving may vary slightly from photographs.
9. Corporate and bulk orders
Corporate orders are confirmed by written quote. The usual minimum is 10 items, and smaller orders can be discussed. A digital proof is provided before engraving, and the usual turnaround is around 10 working days after approval. Section 6 applies only to consumers, not business buyers.
10. Our liability
We are responsible for loss or damage that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited. We are not responsible for delays outside our control, such as postal strikes, and will tell you promptly if one affects your order.
11. Your information
We use your details, prints and images only to make and deliver your order and provide customer service, as set out in our Privacy Policy. Print images are usually kept on file for 12 months so you can reorder, and we will delete them sooner if you ask.
12. Complaints and law
If you are unhappy, email admin@silvermemories.co.uk and we will aim to reply within 3 working days. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. We may update these terms; the version on our website when you order applies to that order.