Thank you so much for your kind words! We’re so pleased to hear you were happy with the communication and that your order arrived ahead of time.
Team HoH x
We are so pleased to hear how simple you found the process of ordering and receiving your jewellery, thank you for choosing us to create it for you.
Team HoH x
“I think it was delivered on the 20th of May, don’t get me wrong the locket is beautiful and I love it, but the chain is really flimsy, today I bent over picking something up and for some reason I felt to see if my pocket was still there, it all come to bits in my hand, am absolutely heart broken as paid all that money for it to last a month, I’ve had cheap stuff and worn 24-7 and lasted years! Looks like I’m going to have to make a trip to a local jewellers to see if the chain is repairable if not I’ll have to spend more money to buy a new chain for the locket!”
Thank you so much for getting in touch, we're so sorry to hear what’s happened with your chain. We understand how upsetting this must be, especially when the piece holds such deep personal meaning. Please know this is not something we would ever expect to see, and your disappointment is completely valid.
All of our chains are covered under warranty, and we would never want you to feel like you're left having to replace or repair something so soon after receiving it. After checking our system, it looks like we haven’t received any previous messages from you, so thank you for reaching out now—we’d really like the chance to make this right for you.
When you have a moment, could you please send us an email at studio@handonheartjewellery.co.uk with your order details so that we can look into this properly and arrange a solution for you as soon as possible.
Thank you again for your kind words about the locket itself, it means a lot to know that you love it.
Team HoH x
We would like to express our sincere thanks for your kind feedback and recommendation, we are honoured to have been able to create such a special keepsake for you.
Team HoH x
“It is a beautiful way to remember somebody and to ‘do something’ with their ashes. Quality of the rose is 5 ⭐️, but the only reason I’ve given 4 stars is because I was a little disappointed at how little it actually holds. It may have been covered in the product description and I completely missed it and may not have purchased had I known. I thought / assumed the rose itself would be hollow and would’ve been able to take more.”
Thank you for taking the time to write to us with your feedback, and for choosing us to create this keepsake for you. We are so sorry to hear that the Urn did not quite meet your expectations and your comments will certainly be passed on to our design team for future reference.
Team HoH x
“Delivery was quick,the rose is quite heavy for the plastic stand, had to put something against it to stop it to topple over. Very happy with the purchase.”
Thank you for your feedback on the Rose Urn and the stand supplied, we are sorry that you have had some trouble with your stand and will certainly have this passed on to our design team for future consideration.
Team HOH x
Thank you for taking the time to get in touch with this lovely feedback, we are so pleased that we have been able to create this special piece of jewellery for you.
Team HOH x
“Very good service and quick postage, my only gripe would be after contacting customer service about what to do with the ashes. I got told to wait for the pot to send back to hand on heart so they could do the ashes for me in the rose urn, but the product arrived so fast that I ended up doing the ashes myself, which isn't anything really bad but would have liked the option for hand on heart to do it for me, as I was very nervous doing it my self”
Thank you so much for your thoughtful feedback, and we're really pleased to hear that you found our service and delivery speed to be good.
We’re truly sorry for the confusion around the ashes process — we completely understand how important and delicate this step is, and we're sorry if the communication led to any uncertainty.
Your comments have been passed to our team so we can look at how to improve the clarity of our guidance in future. Thank you again for sharing your experience, and we're truly honoured to have been able to create something so meaningful for you.
Team HOH x
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