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Starshine Memorials – Terms & Conditions

 

Thank you for choosing Starshine Memorials. We are deeply honoured to create something meaningful for you—whether it's a piece of jewellery containing your loved one’s ashes or a keepsake preserving their funeral flowers.

Please take a moment to read these Terms & Conditions carefully.

By placing an order with us, you confirm that you understand and agree to all sections outlined below. If you have any questions before ordering, we encourage you to get in touch.

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Orders

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We may use photographs of your completed keepsake (ashes or flower-based) for our website and social media. If you would prefer we don’t, please let us know at the time of ordering.

All orders are subject to availability. While we keep many jewellery settings in stock, certain rings and custom pieces may need to be ordered from our trusted suppliers. If an item becomes unavailable, you will have the option to wait, choose an alternative, or receive a full refund.

Please note: We do not order settings or materials from suppliers until your inclusions (ashes or flowers) are received. Delays in sending inclusions may affect stock availability. We recommend posting your items promptly.

 

Order Changes & Cancellations

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  • You may change or cancel your order before we begin work and before we receive your inclusions.

  • Once a piece has started (e.g., ashes or flowers have been set in resin), no changes can be made, and refunds cannot be issued.

  • If a product has already been ordered from a third-party supplier on your behalf and you wish to cancel, we may retain part of your payment to cover costs.

  • If your inclusions are not received within 4 weeks of ordering, we reserve the right to cancel the order without refund. 

 

Flowers & Ashes Preservation Notes

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Our flower preservation process requires fresh or well-dried petals in good condition. We handle all materials with care and will preserve them as best as possible, but cannot guarantee results if flowers arrive in poor condition.
Similarly, for ashes, we only require a small amount, and any remaining will be returned to you with your finished item.

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Memory Bears & Clothing Preservation

 

All garments sent to us must be clean and sanitary. Please ensure items have been freshly washed prior to posting. Clothing that arrives in an unsanitary or unsuitable condition may be returned or refused.

 

Use of Material
We carefully select portions of the garments to craft your Memory Bear. Some pieces of fabric may be trimmed or altered during the making process to achieve the best possible result. While we aim to preserve as much meaningful detail as possible (e.g., buttons, embroidery, logos), we cannot guarantee every element will be used.

 

Handling of Leftover Materials
Scraps or leftover material that are not used will typically be disposed of responsibly unless the customer explicitly requests their return when placing the order. Please note that depending on the size and complexity of the bear, there may be minimal or no leftover material.

 

Unusable Items
If an item is deemed unsuitable for use (due to fabric quality, damage, or cleanliness), it will be returned to the customer along with the completed order unless otherwise agreed upon.

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By sending garments for a Memory Bear, you acknowledge and agree to these terms regarding the handling, transformation, and disposal of personal clothing items.

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Timescales

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Production begins once we receive your inclusions. Estimated turnaround times are listed on our FAQ page and may vary seasonally.

Delays may occur depending on workload, stock levels, or drying/setting times (especially for flower preservation). You will be notified of any major delay.

Sending Your Inclusions

 

You are responsible for safely packaging and sending your ashes or flowers to us. We recommend tracked or signed-for postage.

Please follow the instructions in our collection kit or FAQ page. If any postage fees are underpaid or incorrectly applied, these will be passed on before we can continue work on your order.

Return delivery of your completed item is included and sent via Royal Mail Tracked 24 or Special Delivery.

 

Please ensure your shipping address is correct at checkout. We cannot be held responsible for parcels delivered to outdated or incorrect addresses.

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Handmade Quality & Returns

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All of our jewellery and keepsakes are individually handcrafted. Slight differences in colour, texture, or the presence of small air bubbles are natural in handmade resin work and are not considered faults.

 

Because your item is made with personal inclusions, refunds are not available once work has started, unless:

  • The item is faulty due to our error.

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We offer a 6-month guarantee for workmanship issues (not including accidental damage, wear and tear, or misuse). Where applicable, we will first attempt repair. If repair is not possible, a replacement will be issued. If the original is unavailable, a similar product or refund will be offered.

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We are not obligated to replace broken chains or repair items damaged accidentally, but we will try to help where we can—additional costs may apply.

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If a return is agreed, you may be asked to send the item back for inspection. Do not return any item without prior arrangement.

 

Ring Sizes

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Ring sizes are the customer’s responsibility. We cannot refund or replace rings ordered in the wrong size. Please use our guide or visit a local jeweller to measure before ordering.

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Payment Terms

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Full payment must be made before we dispatch your finished item. If payment is not received within 14 days of request, your order will be cancelled, and your inclusions will be returned to you at your expense.

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Updates to Terms

 

Starshine Memorials reserves the right to update these Terms & Conditions at any time to reflect changes in our services, policies, or business operations.

 

If anything is unclear, or if you’d like guidance before sending your inclusions, please contact us — we’re always here to help.

With warmth and care,
The Starshine Memorials Team

 

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