Store Policies

Terms and Conditions

Please ensure you carefully review the terms and conditions before purchasing any jewellery. By placing an order with Olivia Laura Jewellery, you agree to the following terms and conditions.

Turn Around Times

Please note that turnaround times are guidelines and not guaranteed. For standard sterling silver jewellery, the estimated timeframe is typically between 2 to 4 weeks, starting from the date I receive your breastmilk/inclusions, not from when the order is placed. As I require these materials to create your jewellery, I cannot begin the process without them.

If an item falls outside the standard 2-4 week window, the product description will provide the specific turnaround time. Custom orders, 9k gold pieces, and birthstone rings require 8 to 10 weeks to complete, as additional materials are needed for these personalised pieces.

Be aware that these timeframes may be subject to delays beyond my control, such as third-party supplier or courier issues. While I aim to meet deadlines, especially for special occasions, please understand that the provided timelines are estimates.

If you need your jewellery by a specific date or require a more precise turnaround time, don't hesitate to contact me. However, I cannot guarantee delivery for special occasions unless I have confirmed it with you directly.

Shipping and DNA Collection Process - Read Carefully

DNA collection kits are dispatched via 1st Class Royal Mail and typically arrive within 7 working days. However, during busier times, such as Christmas and New Year, delivery may take longer. If you place your order before 12 pm, the kit will be sent the same day; after 12 pm, it will be posted the next working day, excluding weekends and bank holidays.

The collection kit includes a 1st Class Large Letter return envelope. If you are concerned about sending your inclusions, I recommend taking the completed collection kit to the post office and upgrading to a more secure delivery method. Please do not send me the last of any of your breastmilk and/or inclusions, parcels can be lost in transit and I’d hate for you to lose something so special. I am not responsible for breastmilk or inclusions lost during transit.

All finished jewellery will be shipped using either Royal Mail Tracked and Signed for 48 or Special Delivery by 1 pm (fully insured), depending on the shipping option selected at checkout. Please note that I have no control over courier delays. If you prefer to use a different delivery service, feel free to contact me for a quote.



Ring Orders

For all ring orders, it is crucial that customers provide an accurate ring size. Clear instructions for using the ring sizer are included in the packet, and if you need any help or advice, please don't hesitate to contact me.

Additionally, not all rings in my collection can be resized without risking damage to the inclusion stone. In such cases, a new setting may be required, which will incur an additional charge.

A complimentary ring sizer can be included in the DNA Collection Kit upon request when you place your order. It is your responsibility to note your confirmed ring size on the form provided in the kit. Since rings are custom-ordered from my suppliers, any delay in providing your size may affect the dispatch time.

All rings have a 3 month warranty should any accent stones become lose, get in touch with me on catriona@olivialaurajewellery.co.uk to arrange a repair.

Breastmilk and Inclusions

To create your keepsake, I kindly request 15ml of breastmilk. This amount is sufficient to make at least 5-6 pieces of jewellery, and I always keep an extra portion safely stored in case of loss or damage. If you have concerns about providing this quantity, please reach out—I’ve successfully worked with as little as 3ml, and I don’t want you to miss out on such a meaningful piece.

As part of my standard practice, your preserved breastmilk will be carefully stored under optimal conditions in case you wish to have more jewellery made or if any issues arise. However, if you prefer your preserved breastmilk to be returned to you, just let me know, and I will include it with your finished piece. For more details, please refer to the 'Ordering Process' section.

For hair inclusions, the required amount varies by setting. A few strands work well for a ring, while a larger curl is ideal for necklaces or charms. Please note that pale hair may not be as visible against a milky white background, and thicker hair could limit the design options if specific shapes are desired.

When sending an umbilical cord, please avoid sending the entire cord to reduce the risk of loss. A 0.5cm slice will suffice, and the 'red/brown' sections tend to create the best visual result when encased.

For ashes, half a teaspoon is the perfect amount, and any unused ashes will be returned to you with your completed jewellery.

Please remember that you are responsible for posting your inclusions, and I cannot be held liable for any items lost during transit.


ARTIST'S DISCRETION POLICY

I want to emphasise that each piece of jewellery I create is entirely unique. The breastmilk and hair inclusions used in our designs will naturally vary from one mother to another. While I appreciate receiving pictures of our previous pieces as a source of ideas and inspiration, please understand that it may not always be feasible to replicate previous works exactly. Rest assured, I will strive to come as close as possible, but ultimately, your jewellery will be a one-of-a-kind creation, completely unique in its own right.

Advertising and Social Media

I want to inform you that pictures of your completed jewellery may be utilised for advertising purposes on our website and primary social media platforms, such as Facebook and Instagram. Please rest assured that all order details will be treated as confidential, adhering to the data protection act.

However, if you prefer not to have your jewellery shared on our social media or website, kindly get in touch with me, and I will take note of your preference. I will refrain from posting photos of your jewellery until after you have received it; you should be the first to see and cherish your special keepsake.

Return and Refunds Policy

At Olivia Laura Jewellery, I strive to ensure that every customer is delighted with their purchase. However, I understand that there may be occasions when you need to return or request a refund for an item. Please review the following policy carefully.

Custom-Made Jewellery

As all jewellery pieces are custom-made and contain personal inclusions such as breastmilk, hair, or ashes, I am unable to accept returns or offer refunds for these items unless there is a fault with the product.

If there is a defect in your custom jewellery or it arrives damaged, please contact me within 7 days of receiving your item. I will assess the issue and arrange for a repair, replacement, or refund as necessary. Please note that minor variations in color or appearance are natural due to the handmade nature of the jewellery and the unique properties of the inclusions, and are not considered defects.

Non-Custom Jewellery

For non-custom items, such as jewellery pieces that do not involve personal inclusions, I am happy to accept returns and provide a refund if you notify me within 14 days of receiving your purchase. The item must be returned in its original, unworn condition and packaging.

Please note that the cost of return postage is the responsibility of the customer, and I recommend using a tracked and insured service for your protection. Refunds will be processed once I have received and inspected the returned item.

Order Cancellations

If you wish to cancel your order, please contact me as soon as possible. Cancellations of custom orders may only be accepted, provided that I have not yet begun working on your jewellery or received your inclusions. After this period, cancellations may not be possible due to the personalised nature of the items.

Faulty or Damaged Items

If you receive an item that is faulty or damaged, please notify me within 7 days of receipt. I will require photos of the damage for assessment. Once verified, I will arrange for a repair, replacement, or refund at no additional cost to you.

Return Process

  1. Contact me at catriona@olivialaurajewellery.co.uk within the specified timeframe.

  2. Provide a detailed description of the issue, including photos if applicable.

  3. I will provide return instructions, including the return address.

  4. Once I receive and inspect the item, I will process the repair, replacement, or refund as agreed.

Refund Processing

Refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to reflect in your account, depending on your payment provider.

Shipping Costs

Please note that shipping costs are non-refundable. If your return is accepted, you will be responsible for the cost of return shipping, except in cases where the item is faulty or damaged.

Contact Information

If you have any questions or need further assistance regarding returns or refunds, please contact me at catriona@olivialaurajewellery.co.uk

Privacy and cookies policy

Introduction

1.1 We are committed to safeguarding the privacy of our website visitors and customers; in this policy we explain how we will handle your personal data.

1.2 By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

1.3 Our website incorporates privacy controls which affect how we will process your personal data. By using the privacy controls, you can specify whether you would like to receive direct marketing communications and limit the publication of your information.

  1. How We Utilise Your Personal Data

    In this Section 2, we outline the following:

    (a) The general categories of personal data that we may process.

    (b) In the case of personal data that we did not directly obtain from you, the source, and specific categories of that data.

    (c) The purposes for which we may process personal data.

    (d) The legal bases of the processing.

    2.2 We may process data related to your use of our website and services ("usage data"). This usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation paths, as well as information about the timing, frequency, and pattern of your service use. The usage data originates from Jetpack, Google, and Facebook Pixels. We process this usage data to analyze the use of the website and services, and the legal basis for this processing is our legitimate interests, particularly in monitoring and enhancing our website and services.

    2.3 We may process your account data ("account data"), which includes your name and email address. The source of the account data is you. This account data is processed for operating our website, providing our services, ensuring the security of our website and services, maintaining backups of our databases, and communicating with you. Our legitimate interests in proper administration of our website and business serve as the legal basis for this processing.

    2.4 We may process information that you post for publication on our website or through our services ("publication data"). The purpose of this processing is to enable such publication and administer our website and services. The legal basis for this processing is our legitimate interests in the proper administration of our website and business.

2.5 Information submitted through enquiries regarding goods and/or services ("enquiry data") may be processed for offering, marketing, and selling relevant goods and/or services to you. The legal basis for this processing is consent.

2.6 Information relating to transactions, including purchases of goods and services made with us and/or through our website ("transaction data"), may include your contact details and the transaction details. This data is processed for supplying the purchased goods and services and maintaining proper transaction records. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and our legitimate interests in proper website and business administration.

2.7 Information you provide for subscribing to our email notifications and/or newsletters ("notification data") may be processed to send you relevant notifications and/or newsletters. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

2.8 Information contained in or relating to any communication sent to us ("correspondence data"), including the communication content and metadata associated with the communication, may be processed for communicating with you and record-keeping. The legal basis for this processing is our legitimate interests in proper website and business administration and communication with users.

2.9 We may process any of your personal data identified in this policy when necessary for the establishment, exercise, or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests in protecting and asserting our legal rights, your legal rights, and the legal rights of others.

2.10 We may process any of your personal data identified in this policy when necessary for obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice. The legal basis for this processing is our legitimate interests in properly protecting our business against risks.

2.11 In addition to the specific purposes mentioned in this Section 2, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject or to protect your vital interests or the vital interests of another natural person.

Providing your personal data to others

  1. 3.1 Your personal data may be disclosed to any member of our group of companies (which includes our subsidiaries, our ultimate holding company, and all its subsidiaries) to the extent reasonably necessary for the purposes stated in this policy and based on the legal bases specified herein.

    3.2 We may disclose your personal data to our insurers and/or professional advisers as far as reasonably necessary for obtaining or maintaining insurance coverage, managing risks, seeking professional advice, or for the establishment, exercise, or defense of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

    3.3 Your order details may be disclosed to our suppliers or subcontractors to the extent reasonably necessary for fulfilling an order.

    3.4 Financial transactions related to our website and services are handled by our payment services providers, PayPal, and Stripe. We will share transaction data with these providers only to the extent required for processing your payments, issuing refunds, and addressing queries or complaints related to such payments and refunds. You can find information about the privacy policies and practices of PayPal and Stripe on their respective websites.

    3.5 We may disclose your enquiry data to selected third-party suppliers of goods and services listed on our website for the purpose of enabling them to contact you and offer, market, and sell relevant goods and/or services. Each of these third parties will act as a data controller regarding the enquiry data we provide to them. Upon contacting you, each third party will provide you with a copy of its own privacy policy, governing the use of your personal data by that specific party.

    3.6 In addition to the specific disclosures of personal data outlined in this Section 3, we may disclose your personal data when such disclosure is necessary to comply with a legal obligation to which we are subject or to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data when necessary for the establishment, exercise, or defense of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.International transfers of your personal data

Transferring Your Personal Data Outside the EEA

In this Section 4, we provide details about the circumstances under which your personal data may be transferred to countries outside the European Economic Area (EEA).

4.2 Both we and our other group companies do not have offices and facilities in other countries.

4.3 The hosting facilities for our website are located in various countries. The European Commission has issued an "adequacy decision" regarding the data protection laws of each of these countries. As a result, transfers to these countries will be safeguarded by appropriate measures, such as the use of standard data protection clauses adopted or approved by the European Commission.

4.4 Any subcontractors we use are based in England and Scotland. The European Commission has also issued an "adequacy decision" regarding the data protection laws of these countries. Transfers to these countries will similarly be protected by suitable safeguards, specifically the use of standard data protection clauses adopted or approved by the European Commission.

4.5 Please be aware that any personal data you submit for publication through our website or services may be accessible worldwide via the internet. As a consequence, we cannot control or prevent the use (or misuse) of such personal data by others.

Retaining and deleting personal data

5.1 This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

5.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

5.3 We will retain your personal data as follows:

(a) Order and account details will be retained for a minimum period of five years following the completion of your order, and for no maximum period.

5.4 In some cases it is not possible for us to specify in advance the periods for which your personal data will be retained. In such cases, we will determine the period of retention based on the following criteria:

(a) the period of retention of order and account details will be determined based on our hosting capacity

5.5 Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

Policy Updates and Notifications

6.1 To reflect any changes, we may update this policy periodically by publishing a new version on our website.

6.2 It is advisable to check this page from time to time to ensure you are content with any alterations made to this policy.

6.3 In case of any changes to this policy, we may notify you through email or via the private messaging system on our website.


Your Rights

7.1 You have the right to request access to any personal information we hold about you. Please note that providing such information will be subject to:

(a) Payment of a fee (currently fixed at GBP 20); and

(b) Supplying appropriate evidence of your identity. We typically accept a photocopy of your passport certified by a solicitor or bank, along with an original utility bill displaying your current address.

7.2 There may be circumstances where we are permitted by law to withhold certain personal information upon your request.

7.3 You have the option to instruct us not to process your personal information for marketing purposes.

7.4 In most cases, you will have the opportunity either to expressly consent in advance to our use of your personal information for marketing purposes, or we will provide you with an option to opt-out of such use.

Third-Party Websites

8.1 Within our website, you may find hyperlinks to, and information about, third-party websites.

8.2 It's important to note that we have no control over, and are not accountable for, the privacy policies and practices of these third-party websites.

Personal Data of Minors

9.1 Our website and services are intended for individuals who are 18 years of age or older.

9.2 If we come across any indication that we possess personal data of a person under the age of 18 in our databases, we will promptly delete that information.

Updating Your Information

10.1 If there is any need for corrections or updates to the personal information we hold about you, kindly inform us, and we will make the necessary adjustments.

About Cookies

11.1 A cookie is a small file containing an identifier (a combination of letters and numbers) that is sent from a web server to a web browser and stored by the browser. The identifier is sent back to the server each time the browser requests a page from the server.

11.2 Cookies can be classified as either "persistent" cookies or "session" cookies. Persistent cookies are stored by a web browser and remain valid until their set expiry date, unless the user deletes them before that date. Session cookies, on the other hand, expire at the end of the user's session when the web browser is closed.

11.3 Typically, cookies do not contain any information that personally identifies a user. However, the personal information we store about you may be linked to the information stored in and obtained from cookies.

Cookies We Use

12.1 We use cookies for the following purposes:

(a) Authentication - We use cookies to identify you when you visit and navigate our website.

(b) Status - Cookies help us determine if you are logged into our website.

(c) Shopping Cart - We use cookies to maintain the state of your shopping cart as you browse our website.

(d) Personalization - Cookies store information about your preferences and personalize our website for you.

(e) Security - Cookies are part of the security measures used to protect user accounts, prevent fraudulent use of login credentials, and safeguard our website and services.

(f) Advertising - Cookies assist us in displaying relevant advertisements to you.

(g) Analysis - We use cookies to analyze the use and performance of our website and services.

(h) Cookie Consent - Cookies store your preferences regarding the use of cookies in general.

  1. Cookies Used by Our Service Providers

    13.1 Our service providers utilize cookies, and these cookies may be stored on your computer when you visit our website.

    13.2 We employ Google Analytics to analyze the usage of our website. Google Analytics collects information about website usage through cookies. The information gathered concerning our website is used to generate reports about its usage. You can find Google's privacy policy at: https://www.google.com/policies/privacy/

    Managing Cookies

    14.1 Most browsers offer the option to refuse cookies and delete existing ones. The methods for doing so may vary depending on the browser and its version. You can find updated information about blocking and deleting cookies via the following links:

    (a) https://support.google.com/chrome/answer/95647?hl=en (Chrome);

    (b) https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences (Firefox);

    (c) Opera;

    (d) Internet Explorer;

    (e) Safari; and

    (f) Windows 10/Edge.

    14.2 Blocking all cookies may negatively impact the usability of many websites.

    14.3 If you choose to block cookies, some features on our website may become inaccessible for you.

    Ownership and Contact Information

    16.1 The owner and operator of this website is Catriona Boath, the proprietor of Olivia Laura Jewellery.

    16.2 Our main place of business is located at:

    17 Forest Avenue, Galashiels, TD1 1JS

    or

    PO BOX 13275, Galashiels, TD1 9AZ

    16.3 You can get in touch with us through:

    (a) Email: catriona@olivialaurajewellery.co.uk

    (b) Our social media pages on Facebook or Instagram

    (c) Sending mail to either of the addresses mentioned above.

Data Protection Officer

18.1 You may contact our Data Protection Officer, Catriona Boath, at catriona@olivialaurajewellery.co.uk for any inquiries or concerns regarding data protection.