“I chose the large heart fingerprint pendant for my late husbands fingerprint. The item itself took a long time to arrive. When it did the fingerprint that I provided was imprinted much scaled down in size onto the large silver heart, the fingerprint itself barely covered half the heart pendant so is quite difficult to even see the detail, the image on the website was false representation of what to expect. I opted for the standard chain as there was no where on the website to compare what the chains looked like so I didn't actually know what I would be receiving even if I paid extra for the longer chain. The chain was very flimsy and felt was not substantially enough to hold a heavy pendant. I ended up having to replace the chain with my own chain. I do not feel the cost of this item reflects what I received. I am disappointed in my item which I was really looking forward to receive and cherish as a lasting memory of my late husband”
Thank you for taking the time to get in touch with your feedback. We are so sorry to hear that you are unhappy with your jewellery. We truly appreciate how special this piece is to you, and it is never our intention for a customer to feel disappointed with their order.
Regarding the creation time, we do our best to be as transparent as possible by quoting dispatch dates on the product page, at checkout, and in your confirmation email. However, we completely understand that you had hoped to receive your jewellery sooner.
With regards to the fingerprint engraving, I have looked into your order and can confirm that, as per our product description, your husband's full fingerprint was used to create your jewellery. We are sorry if it does not look quite as expected -our website images are for illustration purposes, and because every fingerprint is unique in shape and size, the placement and appearance on the jewellery will naturally vary. In your case, as the fingerprint provided was longer in shape than our example image, it had to be positioned differently to ensure the best fit on the pendant. Due to the handmade nature of our jewellery and the individuality of every print, each piece will be truly one of a kind.
We are also sorry to hear that the standard chain was not what you had expected. We do try to provide a range of chain options to suit different preferences, but we appreciate your feedback and will certainly pass this on to our team.
We would never wish for you to be left with a piece of jewellery that you are unhappy with. If you would like to discuss this further, please do not hesitate to reach out to our customer service team at studio@handonheartjewellery.co.uk. We would love to work with you to find a resolution that ensures you have a cherished piece to remember your husband by.
Kind Regards, Team HoH x
“From start to finish my experience was what a fabulous shop . My friend had some jewellery from here and my mum passed recently so I thought I would buy from this shop too . Fabulous jewellery , easy to order and just perfect for remembering loved ones . Thank you x”
We're thrilled to hear that your experience with us from start to finish was nothing short of fabulous! We strive to make the ordering process as easy and seamless as possible, and we're delighted that you found it to be so. Thank you for your kind words and for entrusting us with such a meaningful purchase - Team HoH x
Thank you so much for your kind words! We're delighted to hear that you had an excellent experience from start to finish and that the beautiful necklace brings you comfort. It warms our hearts to know that our efforts have made a positive impact during what may be a meaningful and sensitive time for you - Team HoH x
We are truly touched by your words. Knowing that the piece we created holds such sentimental value for you is incredibly meaningful. If you ever need anything else or have more ideas, please don't hesitate to let us know. Wishing you comfort and treasured memories. - Team HoH x
Thank you for your feedback. We're delighted to have provided you with a perfect experience. Your satisfaction means a lot to us. Take care! - Team HoH x
“My world fell apart when I lost my Dad Jan 2023. In the full throw of grief, I ordered the fingerprint heart pendent. The team reached out to ensure they could provide the best level of detail on the memorial piece of jewellery and when my necklace arrived which was beautifully presented I just cried. I have my Dad close to my heart everyday. Thank you.”
Thank you for your extremely kind feedback. Here at Hand on Heart, we pride ourselves on providing our customers with the very best customer service and high-quality products and so it really is wonderful to hear how delighted you are with our service. Although it is the saddest of circumstances, we are pleased to have been able to create an extremely precious keepsake in memory of your Dad, which we hope will bring some comfort following your loss - Team HoH x
