Here at FTTJ we are very busy working on your orders. We work hard to make the best possible handmade product we can.
Items are packed carefully and posted via Royal Mail, who we feel do the best job with taking care of precious cargo.
Found a fault?
Dont worry, we are here to help all our customers.
Firstly we need to establish the fault or damage , ie did the package get broken in transit.
1, Please fill in the returns form at the bottom of this page.
2, Pop a brief description of the fault on the form ( faults on personalised items are such things as miss spelt words, broken or damaged parts, faults will be rectified as soon as possible. Such things as colour matching, light hairs not showing as well and final design are not faults and as such the nature of personalised items allow for this. It is the customers responsibility to be specific about their order before it is made as refunds and remakes are not given for change of mind or not liking a personalised product.)
3, Wait for your returns number to add to your parcel.
4, Once your item arrives safely at FTTJ headquarters we will contact you with the options and see how you would like to proceed.
Make sure a valid email address is on the form
Please read the following terms regarding returns before filling in the form.
Repair - Replace
Personalised items are non refundable as per the distance selling regulations for such things as change of mind.
Faults however - miss spelt names that are our error as an example are easily fixed with a replacement. Please be aware items need
to be returned within 7 days of receipt if considered faulty.
Our Repair Guarantee
Items broken due to manufacturing faults are covered for free repairs for 3 months after receiving your order.
Wearing items around the yard during heavy work can sometimes damage jewellery. If your product has been damaged whist being worn, you can still return it for repair and will be charged at a reduced rate.
The small print aka the boring stuff
Personalised items are non refundable unless faulty and cannot be rectified. Products cannot be resold if personalised so its important to bear this in mind when ordering. Please see our terms and conditions for further details.