Terms & Conditions
Terms and Conditions
Please read these terms and conditions carefully before placing your order as they affect your rights and liabilities under the law. When you make a purchase via this website, you are agreeing to be bound by these terms and conditions, if you do not agree with these terms, then please do not use our site.
Personalised Keepsakes (i.e. Fine silver jewellery moulds)
Please return your impressions/prints as soon as possible, so we can fulfil your order, manage our stock and workload, failure to return prints within 4 months from ordering may result in your order being cancelled and refunded less the cost of the impression kit or putty, fees and postage; if you still want your item then you will need to purchase again. Some personalised orders that are cancelled after they have been ordered will be liable for a cancellation charge, this is to cover any expenditure incurred by us in preparation of your order, and this will also include any postage charges, any necessary components already sent out & any other admin expenses incurred due to cancellation of your order. As bespoke items are produced especially for you, you will be unable to cancel the order once it has been started, we will only replace if a mistake has been made on our part, so please ensure all details you give us are correct, there will be some variations in positioning of photos and text as each product is handmade and different fonts will alter the overall finished appearance, this should be allowed for with bespoke items. Refunds are not normally due on any specially produced, bespoke personalised items, unless there is an error on our part; we may then choose to replace your item rather than refund if your item is faulty, please note when cancelling any bespoke item after work has begun may be subject to a cancellation fee. All of our products are handcrafted and not machine made. The nature of handmade items means that no piece will be without any minor imperfections or faint scratches, no two pieces will ever be exactly the same. Products and product designs can be updated at any time, please read the product descriptions carefully. Please note that you are responsible for the quality of any photos you send us to engrave, if you send us a poor quality photo then this may mean that the quality of the finished engraved image is not of the best quality too, we will try and notify you beforehand if possible but if we think the image may be suitable then we may go ahead and print, once printed we cannot change the image, so please ensure that you send good quality prints.
* You can purchase our goods directly via this website, using Pay pal or any major credit card via our encrypted payment system, or by postal order, made payable to ‘Borrowed Moments’ (goods will not be sent out until full payment is received and cleared),
* In person from our Torpoint studio, see our items before you buy, pay by cash, or any major credit card, (please call first to ensure that someone is available to show you our products) or if you know what you want to purchase, then you can book online and pay when you pick up.
* By telephone, office hours;
Mon – Thurs 09.30 -4.30; Fri 09.30 – 3.00; and Sat 10.30 – 12.30
- By post, send your order, payment and full contact details to us at: Borrowed Moments, Unit A1 Trevol Business Park, Trevol Road, Torpoint, Cornwall PL11 2TB. Your item will not be sent out until payment has cleared.
We aim to get every stock item out as quickly as possible; once you have placed an order, kits may be dispatched the same day or the next day depending on the time the order was placed, most of our items are bespoke and so may take longer to dispatch as they are specially made for you, we will endeavour to dispatch your items as soon as possible. We mainly use a next day delivery courier for most of our items, ensuring a fast and reliable service. If you wish to cancel your order after it has been dispatched, you will be charged for the delivery and any fees incurred. We cannot guarantee delivery times due to circumstances beyond our control, like vehicle break-downs and during very busy times like bank holidays and Christmas, with all courier items, you will be emailed a tracking number when the item is dispatched, please ensure that you check your spam box if you do not receive this. Our couriers make every effort to deliver your items, if you are left a calling card then please ensure that you act on it to re-arrange the delivery at a suitable time, if after all attempts by them to contact you and to deliver the kit have been exhausted and should you have still not contacted the courier to re-arrange a convenient time/place for the delivery, then the parcel will end up being returned to us, which will incur extra charges, (please note that the courier return charge is currently approx. twice the price of the original delivery charge, it is a fairly hefty charge). We will only be able to re-send your orders after all of these charges have been paid and you have paid a new postage charge.
DAMAGE THAT HAS OCCURRED IN TRANSIT MUST BE REPORTED BY EMAIL OR BY PHONE: 01752 815444 WITHIN 24 HOURS OF RECEIVING YOUR PARCEL
Failure to do so means we will be unable to refund your delivery costs which you will still be liable for. Signing for a parcel means that you are signing to say that the goods have been received in good order so please check all courier items immediately. We advise you to keep all packaging until you are satisfied with the product.
We sincerely hope that you are delighted with your bespoke item purchase, we strive to maintain high standards of quality control, however if any items do not meet your expectations, please ring or e-mail us first to see if the problem can easily be sorted out; as most of our keepsake items are bespoke (made specially to order) please do not return goods until you have sent us an email or telephoned us and been given your returns reference number, we will normally replace any faulty parts as bespoke items cannot normally be refunded, unless an error has been made on our part. If you change your mind then you may return any ‘off-the-shelf' item to us for a full refund (excluding delivery charges) within 14 days from the day following delivery, providing the item when we receive it is unused and in its undamaged, original packaging, suitable for resale, the customer is responsible for the postage costs incurred when returning an item to us, goods must be returned via a secure, traceable method and all tracking numbers should be retained to ensure that the goods do reach us, (we cannot be held responsible for items that go missing in the post or are damaged during transit and we take no responsibility for items sent back to us until we have received them), once the goods have been received and checked, your refund will be processed and you will be credited as necessary. Any items that are sent back to us that are not in a suitable condition may be refused or a full refund may not be issued. Bespoke items will only be exchanged if they are faulty or incorrect and the mistake is on our part. If you receive goods which do not match those that you ordered, for example, the wrong product or name engraved, you should contact us within 14 calendar days to arrange return. We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), we will issue replacement goods at no additional cost to you. Returned items should be sent (after first speaking with us to obtain a returns number) with your returns number to: Customer Support, Borrowed Moments, Unit A1, Trevol Business Park, Torpoint, Cornwall Pl11 2TB.
As bespoke items are produced especially for you, you will be unable to cancel the order once it has been placed, we will only replace if a mistake has been made on our part, so please ensure all details you give us are correct, there will be some variations as each product is hand made and different fonts will alter the overall finished appearance, this should be allowed for with bespoke items. Refunds are not normally due on any specially produced, bespoke personalised items, unless there is an error on our part; we may then choose to replace your item rather than refund if your item is faulty, please note when cancelling any bespoke item after work has begun may be subject to a cancellation fee. All of our products are handcrafted and not machine made. The nature of handmade items means that no piece will be without any minor imperfections or faint scratches, no two pieces will ever be exactly the same. Products and product designs can be updated at any time, please read the product descriptions carefully. If you receive goods which do not match those that you ordered, for example, the wrong product or name engraved, you should contact us within 14 calendar days to arrange return. We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith, sometimes this can be done via photos) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), if we are in the wrong then we will issue replacement goods at no additional cost to you. We may use photos of your completed personalised pieces on our website or our Facebook page without seeking separate permission from you, these will be used without any reference or tagging, so are completely anonymous unless you wish to comment or tag them yourself, we will not make any personal reference to you when using photos of your keepsakes on any of our pages or websites.
All complaints will be investigated and any follow up action will be taken internally. We will treat your complaint confidentially, seriously and quickly. This procedure sets out what will happen when someone wishes to make a complaint about Borrowed Moments services and how it will be dealt with. A complaint can only be made by the person who placed the order, it will be investigated by a manager and the manager's decision is final, no further investigation will be entered into. It is important to let us know that you are unhappy and give us the chance to put things right if there is a fault on our part. Don’t be afraid to speak to one of the managers she or he might be able to easily sort out the problem straight away.
We are always looking to improve our site and products and we welcome your comments and feedback; please use our guest book to leave your comments on our site and our products. If we feel that they are appropriate then they may be published on our site and we reserve the right to do this. We love to receive pictures of your completed keepsakes and feedback on how you found your whole experience, please send these to: gallery @ borrowedmoments .co .uk
PLEASE NOTE THAT BY SENDING YOUR PICTURES AND COMMENTS TO US, YOU ARE AGREEING TO THEM BEING VIEWED THROUGH OUR WEBSITE
Product Descriptions & Availability
Whilst every effort has been made to portray items accurately, slight variations may occur. Please note that photographs are for representational purposes only and are not necessarily to scale, colours and content may vary slightly from the images shown as different screen resolutions can lead to slight colour variations. All items are offered subject to availability at time of ordering. However, should an item be out of stock there may be short delays in delivery and we will notify you immediately.
Borrowed Moments Group take every possible measure to ensure that our customers are inconvenienced as little as possible but sometimes there are hold-ups that are beyond our control, we will have no liability to you for any failure to deliver goods that you have ordered or any delay in doing so for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems, failures or sub-contractor transport or network access, flood, fire, explosion or accident, we do try and get your items to you as soon as is humanly possible.
Fine Silver Jewellery Care
Our fine silver jewellery has a 99.9% silver content, fine silver is a soft metal, therefore care should be taken not to knock it against any hard surfaces, or rub, scratch it, as this may cause your jewellery to lose some of its detail, this is to be expected and is classed as normal wear and tear. Silver naturally tarnishes over time and your charm will need polishing, do this with a special silver polishing cloth to restore shine, but be careful not to rub the hand print, footprint or fingerprint in any personalised jewellery, otherwise you could make it fade. To keep your fine silver jewellery at its best: keep away from any humid environment; remove your jewellery before swimming, bathing, showering, using cleaning materials or applying hygiene or beauty products; try keeping a piece of silver foil in your jewellery box as this may help to lessen tarnishing of your jewellery; remove your jewellery at night; your jewellery should be treated as a special piece of jewellery, it is a precious memory piece and should be treated carefully.
To the maximum extent permitted by law, we accept no liability for any direct or indirect loss or damage, foreseeable or otherwise, including any indirect, consequential, special or exemplary damages arising from the use of the website or any information contained therein. You should be aware that you use the website and its content at your own risk.
Borrowed Moments is a member of the Borrowed Moments Group (BM Group)