Terms and Conditions

Returns - please see our returns policy for details

Your Ashes:

We can only be responsible for your ashes when they arrive with us at the By Victoria studio. Each order has its own place in our workshop and is labeled with the order number, date and item(s). We also take video and pictorial evidence of the ashes being encapsulated or worked into the glass, which can be requested at anytime. At present we cannot have a live viewing of the work, however as the business grows this is something we would love to offer.  All items come with a certificate of authentication, which is our written word that the ashes in the piece are the ones you sent us. All unused ashes are returned with your finished item(s). 

Engraving:

We offer a standard free engraving service. This is for a set number of characters per piece in standard fonts. For more customised requests, such as handwriting (on a none handwriting piece) then a charge may incur, please call or email to discuss your needs. Please also be aware that we will only ever engrave your text and spelling as it is given to us. If we have a query then we will get in touch via email or text to confirm.

Size:

We provide ring sizer in the order pack. It is the customers responsibility to ensure the correct size is given. In the event of a mistake we can usually go up or down a 1/2 size fairly easily, but may incur a charge. Please get in touch with us as quickly as possible. For bangles we require you to either have a bangle that you re happy with the correct size or take measurements as instructed for the bangle fitting. Again there are some resizing options available should there be a mistake, these may incur a charge. 

Warranty:

We offer a guarantee on our items that last a lifetime. By this we mean the glass gemstones with your ashes will last your lifetime if well cared for. Warranty for items is 12 months, if the precious metal we hand make fails in this time we will replace it free of charge. What is not covered is:

Wear and tear of precious metal, it is soft it will erode, miss shape over time. Accidental or forceful damage of either the glass or the metal. Inappropriate use. Repairs carried out by others, not from By Victoria. All repairs carried out by ourselves will carry the 12 month warranty.  

All our precious metals are hallmarked with The Assay Office Birmingham for quality assurance.