Returns, faults and cancelling
Almost everything we make is personalised to you, and the law treats personalised goods differently. This page says exactly where you stand — including the part that is less generous than you might expect, which we would rather you read now than discover later.
The important part, up front
Because your keepsake is made from your own print and personalised to you, the usual 14-day right to change your mind does not apply. That is the law for goods made to a customer’s specification, and it is the case with almost every piece we sell.
It does not affect your rights if something is faulty, wrong, or not as described. Those rights are untouched and are set out below.
Cancelling before we start
You can cancel at any time before we begin work, and we will refund you in full. Work begins when we have confirmed your print, so there is usually a real window here. Email or call us and we will confirm in writing.
If a Print Taking Kit has already been posted, we keep a non-refundable £25 for the kit and its postage and refund the rest. No kit posted, no fee.
Once work has begun on a personalised piece we cannot cancel it, because it cannot be sold to anybody else. If we have started but not finished, ring us anyway — we will always look at what is possible.
Where the 14 days does apply
Some things we sell are not personalised: a spare chain, a clasp, a Print Taking Kit, a care kit. For those you have 14 days from the day they arrive to change your mind, and 14 days after telling us to send them back. They need to be unused and in a saleable condition. Return postage for a change of mind is yours; we refund within 14 days of getting them back.
To cancel, email [email protected] or call 0151 545 0773. You do not need a form or a reason.
If something is wrong with it
This is the part that always applies, personalised or not, under the Consumer Rights Act 2015. Everything we sell must be of satisfactory quality, fit for purpose and as described. If yours is not:
- Within 30 days — you can reject it and have your money back in full.
- Within 6 months — we will repair or replace it. If that does not resolve it, you can have a refund.
- Up to 6 years (5 in Scotland) — you may still have a claim for a fault that was present when it was made.
We pay the postage both ways for anything faulty. Do not post anything back before speaking to us: a photograph is usually enough for us to see the problem, and it saves you a trip.
If we got it wrong
If we have engraved the wrong words, used the wrong metal, set the wrong print or sent the wrong piece, we will remake it at our cost and as fast as we can. Just tell us.
If the mistake is in what was given to us — a spelling that came to us that way — we cannot remake it free of charge, but we will always quote you kindly for putting it right.
How a print turns out
A print is a real thing taken from a real person, and it carries the character of the skin it came from. Faint ridges, a slight gap, a line that is deeper on one side: these are the print, not a fault in the jewellery. We will always tell you before we start if we think a print will not give a good result, and offer to take another.
Repairs and resizing
We repair and repolish our own pieces for as long as you own them. Some of it is free, some is chargeable depending on what happened — a broken chain after five years is wear, not a fault. Send us a photograph and we will tell you what it needs and what it costs before doing anything.
Hygiene
For health reasons we cannot accept the return of earrings for pierced ears unless they are faulty. This does not affect your legal rights.
How to reach us
Email [email protected], call 0151 545 0773, or write to 18 Hermes Road, Gilmoss Industrial Estate, Liverpool, L11 0ED. A person will answer, and we will tell you what we can do before you send anything anywhere.
Last updated 27 September 2026. Silver Fingerprint Ltd, trading as Recollections Jewellery. Registered in England and Wales, company number 06754636. Registered office: 18 Hermes Road, Gilmoss Industrial Estate, Liverpool, L11 0ED. VAT registration GB 976 6267 64.
0151 545 0773 · [email protected]