Customer Services

Here at Button & Bean we are always happy to take your calls and to answer any queries you may have – whether it is about our products or our service.  We want you to have fun choosing your jewellery and accessories and to know what is happening at any time in the process of creating it.

The information below will hopefully provide you with all you need to know but please contact us if  you need any additional help.

Taking your impressions and the clarity of your prints

 

We will supply enough impression putty to take 2 impressions of each fingerprint and full instructions will be provided. In most cases the fingerprint is very clear but it does depend on age and the depth of lines on the finger. Tiny babies will have less defined prints as the lines will not have developed.  The shallower the lines the less defined the ridges may be. You will be able to tell from the putty impression how defined the print will be. But even with few lines or undefined ones you still get a lovely finger shaped dimple imprint, as unique as your child and an everlasting memory of how small they once were.

We ask you to sign that you are happy for us to use the moulds you have supplied. If you are not happy with your moulds please let us know and we can send you out a second set of impression putty. There will be a £3 charge for this. If your moulds are deemed by us to be unusable when we receive them we will ask you to take them again.  There will be a £3 charge for this.

Impression kits for taking hand, feet and paws will include special wipes and paper that enable you to take a number of prints.  As with fingerprints we ask you to sign that you are happy for us to use the images you have supplied.  If you are not happy with your images please let us know and we can send you out a second kit. There will be a £6 charge for this. If your images are deemed by us to be unusable when we receive them we will ask you to take them again. There will be a £6 charge for this.

Item descriptions

All individual pieces are handmade and may vary slightly from those shown. Each piece is cast, engraved and polished to a very high standard. This gives a great tactile quality which is superior to machine made jewellery. By it’s very nature it is organic in look and feel and any irregularities are part of its charm. Size will depend on the individual prints and images supplied so will vary accordingly.

Postage &  delivery times

Delivery within the UK is £2.50 This includes posting of your Impression Kit by first class post, pre-paid return postage to us of your impressions and Signed For delivery of your completed item within the UK.

We also offer an express delivery service for completed items, which is £5 for Royal Mail Guaranteed by 1pm next day delivery.

Postage to the EU is £8 including posting the impression kit and final item to you. Costs for returning the impression kit back to us are the responsibility of the customer.

Postage to the Rest of the World is £12 including posting the impression kit and final item to you. Costs for returning the impression kit back to us are the responsibility of the customer.

Oversea orders may be subject to import duties which are valid in your country for which you are responsible for.

Impression kits are despatched within 2 days of receiving your order by first class post.

Finished items are despatched within 21 days of receiving the impression kit back from the customer. They are sent on a Royal Mail signed for service.

At busy times of the year such as Christmas, Mother’s Day & Father’s Day Production turnaround times may be longer. Full details will appear on the Button & Bean Website and we will contact customers where appropriate.

Cancellation policy

An order may be cancelled prior to the despatch of the impression kit. At this stage a full refund of any payment will be made.  Should the impression kit have already been despatched the order may be cancelled but a charge of £6 will be made to cover the cost of the kit and the postage. We regret that an order cannot be cancelled once work has started on the individual product.

Please refer to the Consumer Protection (Distance Selling) Regulations 2000 http://www.legislation.gov.uk/uksi/2000/2334/contents/made

Returns

We work hard to ensure your order is produced to the highest standard and we hope that you will be delighted with your purchase. Personalised items cannot be returned once made and delivered. Exceptions to this are:

  • Delivery of a product that is different to that ordered
  • Where a name or message appears differently to what is specified on the order e.g. it is spelt wrongly
  • Product is faulty

Please inspect the goods when you receive them for damage. If you are not entirely satisfied with your purchase  please contact us within 48 hours of receipt of goods. We will do everything possible to resolve the problem.

Please note; items personalised wrong due to the fault of the customer such as wrong spellings or dates, cannot be replaced or refunded so please double check all information added to your order.

If an item is to be returned we recommend that goods be dispatched via recorded delivery and a receipt is obtained for proof of postage. Until Button and Bean receive the returns they are the responsibility of the customer. We are unable to accept liability for goods lost or damaged in transit.

Late/non arrival of an order

If your delivery is late or does not arrive within the specified time scale please contact us. In the event of a non-delivery we have to wait 15 working days from original despatch before producing a replacement. This is the period of time the Royal Mail allow before they classify a parcel as lost.

Urgent orders

Please let us know if you have an urgent order or specific deadline as depending on circumstances we will often try our hardest to work our magic to fulfil it!

Christmas/Mothers Day/ Father’s Day

Due to the high number of orders placed at these times, we will clearly state on our website the latest time for ordering and returning of impressions. Any orders placed, or impressions returned after these dates cannot be guaranteed for delivery before that occasion. We are unable to accept cancellation of any orders missing these deadlines once your impressions have been returned.

Gift packs

Gift Packs must be redeemed within 6 months of despatch. If they are redeemed after this date there may be an additional cost due to the fluctuations in the price of silver.

Caring for your jewellery

All jewellery is delicate and susceptible to damage and scratching. Solid silver is a relatively soft metal and we recommend that you remove your jewellery (especially bangles) when doing manual work such as housework or gardening. To maintain the original condition of your silver jewellery, polish your pieces regularly using a non-abrasive cleaning cloth. Avoid using commercial silver dips as they may remove the antiquing finish. Regularly check all fittings for wear and tear. When not in use store your jewellery carefully and separately.