UPDATED 6th July 2020
Dear Hand on Heart Community,
As you may already know at the end of March 2020, we were forced to make the difficult decision of temporarily closing our Studio, in order to protect the wellbeing of our valued employees and also ensure that delivery and courier companies were only being used for essential purposes, during the current pandemic.
During the past few weeks, we have been extremely busy adapting our systems and implementing new safety measures in order to create a COVID-19 safe working environment. Following successful vital checks on our new systems, we are delighted to announce our studio has now reopened and we are working to create your unique keepsakes as quickly as we can and we kindly ask that you are able to please bear with us as we slowly get back to what we do best.
The Hand on Heart Team
I have placed an order and selected a free print kit, when will this arrive, please?
We are aiming to have all printing kits dispatched within 1-2 working days of an order being placed. Unless otherwise stated all kits are dispatched via Royal Mail and usually arrive within 5-7 working days. Please note; due to the current pandemic and high demand of the Royal Mail postal service, we expect there may be some delays.
I have already placed an order and returned my prints, when will I receive my order?
In order to ensure the safety of our team and ensure social distancing rules are adhered to, we are operating on minimum team numbers and reduced hours, meaning that we only have a limited number of design slots allocated each day, therefore, orders will be designed in date order of prints being received.
We are currently aiming to have your order dispatched within 28 days from your prints being received but this is only an estimate and you will be notified once your order has been allocated a design slot and is ready for dispatch.
I have placed an order but yet to supply my prints/artwork. What will happen to my order?
If you are yet to supply your prints/artwork for your order, your order will simply have been placed on hold. If you have selected a free printing kit, this will be dispatched within 1-2 working days of your order being placed. We kindly ask that you are able to supply your prints and upload via our Magic Print Uploader as normal, at your earliest convenience. Upon receipt of your prints, your order will be allocated the next available design slot, however, at this stage we cannot confirm exactly how long we expect that to be.
UPDATED 25TH MARCH 2020
Following Government guidance during the current pandemic, we have been forced to make the difficult decision of temporarily closing our production studio in order to not only protect the wellbeing of our valued employees, but also ensure that delivery and courier companies are only being used for essential purposes. While we are able to work largely remotely and adhere to ‘Social Distancing’ rules in the Studio, we feel that we have a social responsibility to protect other suppliers and delivery companies, sorting offices and their workers too. By continuing to send out parcels, these services require staff to collect, sort and deliver and we strongly believe that EVERYONE should now be following the Government's advice to stay at home unless absolutely necessary. As much as we know how special our Jewellery is to people, we strongly believe that delivery services should only be being used for essential deliveries such as food and medical supplies right now.