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.

General questions about an order

When will I receive my order? 

All standard Under the Rose orders are dispatched on a Royal Mail tracked service. You should expect your parcel to be delivered 2-3 working days after you receive your dispatch confirmation email. Any orders with an engraving, like our men’s leather bracelet range, placed before 2pm are dispatched on the same day (Monday to Friday).

Christmas, Valentine’s Day, Mother’s Day, and Father’s Day are our busiest times of the year so production and order turnaround times are expected to take a little longer than usual. Please check our website and social media pages around these times for further information. We will always contact customers with any updates when necessary.

My order still hasn’t arrived and is late.

We are so sorry to hear your order is taking longer than expected. Please contact us if the delivery is late or the package doesn’t arrive within the specified time scale. In the event of a non-delivery, we have to wait 15 working days from original dispatch before starting a replacement. This is the period of time before the Royal Mail classifies a parcel lost in transit.

Can I order something bespoke? 

We may be able to help you with any particular requests you might have. Please drop us an email of what you have in mind and our customer services team will aim to get back to you within 24 hours.

Do you offer gift wrapping? 

All our jewellery and accessories are packaged in a luxury branded gift box ready to be gifted. Beautiful gift bags can also be purchased.

I need my order urgently.

Please let us know if you need your order urgently in the additional notes section at checkout – we will always try our hardest to fulfil it! We strongly advise selecting express delivery to avoid disappointment if there are any postal delays.

 

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 £4.50 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.

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.

 

Photo jewellery

What sort of photograph should I send?

One you love!  The photo should be sharp, focused and not cropped. The higher the resolution, the clearer the photo will appear. We will crop and convert your photo into a small black and white photo to be incorporated into your jewellery.

Can you use a professionally taken photograph?

Because of copyright laws, we cannot accept professionally taken photographs unless you have been granted permission to use the photograph. Please ensure that this has been granted before uploading a photo that has been taken professionally to the site.

Can I have my photo in sepia or colour?

Yes. As standard our products are made in black and white so please let us know when ordering if you would like something different.

How long will it take for me to receive my photo order?

After you have approved our photo proof, it takes approximately 5 business days to process your order. We will notify you when your order has been dispatched.

Can I get my jewellery wet?

Although your jewellery is permanently sealed, we do not recommend that you wear your jewelry in the shower, bath, swimming pool or hot tub because of the chemicals, chlorine and soaps etc that could ruin the jewellery’s finish

 

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 £3. 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 offer an express delivery service for completed items, which is £7.50 for Royal Mail Guaranteed by 1pm next day delivery. We also offer Royal Mail Saturday delivery which is £12.

Postage to the Rest of the World is £10 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 dispatched within 2 days of receiving your order by first class post.

Finished items are dispatched within 14 working 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 dispatch of the impression kit. At this stage, a full refund of any payment will be made.  Should the impression kit have already been dispatched 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 are 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 timescale please contact us. In the event of a non-delivery, we have to wait 15 working days from original dispatch 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/Mother’s 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.