Terms and conditions

Sugar Oh Honey Honey Terms & Conditions:

1. About Us

This website www.SugarOhHoneyHoney.co.uk and www.SugarOhHoneyHoney.com is owned and operated by Vicky Rose owner of Sugar Oh Honey Honey

Tel: 07557766529

Email: vrsugarohhoneyhoney@gmail.com

If you need to contact us please use the details above.

2. Making a contract with us

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

2.2 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

2.3 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories unless stated in the description.

2.4 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

2.5 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.6 This contract is covered by English law.

2.7 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

2.8 Please note any upgrades and options are added to the cart separately. If you delete any upgraded options from the cart they will not be added to your final piece even if shown on paperwork. We will contact you to make sure you are aware you have deleted any options before starting your piece.

2.9 Our Jewellery can take up to 12 weeks to make due to material delays by covid and brexit limitations. This 12 weeks is from the date we receive the ashes. If the time is extended for any reason we will contact you directly. 

3. How to place an order

3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 07557766529.

3.2 The buyer assumes responsibility for the goods being suitable for the persons for which they are being purchased for.

3.2 Carriage charges will be shown prior to you placing your order.

3.4 You will be required to pay for the goods in full at the time of ordering.

3.5 We use secure payment facilities for online purchases. You can pay for your order by 

3.6 Promotional prices only apply during the period stated.

3.7 All prices on our website are in UK pounds and include Value Added Tax at the current rate.

3.8 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3.9 Once your order is complete we will notify you of the dispatch date.

3.10 Only voucher codes obtained from Sugar Oh Honey Honey's Website or at a show will be honoured. Any vouchers from this website that are over 12 months old can be considered expired and will not be accepted.

3.11 Customers are responsible for any taxes once the item has been sent

3.12 Any engraving and gift messages will be copied word for word. We are not responsible for mis-spelling of names, words or grammar. 

4. Delivery & Carriage Charges

4.1  We are not responsible for any lost ashes that are sent to us. Please ensure you send the ashes signed for or special delivery. 

4.2 Any Ashes we do not use will be sent back with finished jewellery. 

4.3 We will try to get your jewellery sent back to you within 7-28 days, please note these are handmade items and can take longer. If we are struggling to get certain components we will message you to let you know it may take longer. If any engraving is added to a piece it can add another 7-28 days to finish dispatch your order.  Dispatch may be delayed in accordance with point 4.6.

4.4. We will contact you as soon as we receive the ashes. 

4.5 Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within two working days of delivery of the items. 

4.6 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of God, war, riot, civil commotion, malicious damage or the default of our suppliers. We are not responsible where this causes a delay or failure in delivering your goods.

4.7 Free delivery is available on orders where the goods cost more than £250. 

4.8 Please send ashes as a gift.

4.9 Any fees that accrue will be the sender's responsibility to pay.

5. Cancellation and returns

5.1 This policy does not apply to goods custom made or personalised.
Any items which have been custom made, such as ashes items, engraved items, custom picture items and earrings for health and safety.

5.2 You can cancel your 24 hours after the date of ordering (excluding if your item had already been shipped) To do this, please e-mail, or phone us. Please refer to point 5.1 for items exempt from this term.

5.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

5.4 If you request a refund, you must return the goods within 14 days of cancellation, complete with the original packaging you must return to us  (or any other UK address specified by us), at your own expense. The post must be sent signed for as we are not held responsible for lost goods. You must ensure that the goods are packaged adequately to protect against damage.

5.5 You may properly examine the goods for 14 days providing it has not been worn, except for trying on once. For exempt goods please see point 5.1.

5.6 If you fail to return the goods, or if you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the full item. 

5.7 We will refund all monies paid to us by you excluding any postage/carriage within 30 days, less any costs due under this contract. Please see point 5.1 for exemptions.

5.8 We reserve the right not to replace any item that has been customised and/or worn, as we will deem this acceptance of the goods. So please measure fingers before ordering an ashes ring. Once made we cannot change the ring size. We are not responsible for wrong sizes ordered. 

5.9 We will not be held liable for fitters fees or any other professional trades persons fees due to late, damaged, incorrect sizing or lost deliveries.

5.10 We are not liable for any lost ashes if sent incorrectly 

5.11 We reserve the right to refuse replacements on any damaged items reported to us outside of two working days. Please refer to points: 4.10 and 4.11. 
This cancellation policy does not affect your legal rights - for example, if goods are faulty.

5.12. You are responsible for all the images you send to us. This includes any Copywrite issues.

5.13. We hold the right to refuse any images we deem inappropriate. 

5.14. We hold the right to refuse any order. 

6. Faulty Goods / Guarantee

6.1 If there is a problem with the goods, please notify us by email or phone providing details of the problem. In addition, you must provide us with a digital photograph of the problem as this saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights. Please see points 4.10 and 4.11 for time restrictions.

6.2 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.

6.3 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.

6.3 If an exchange is necessary due to our mistake, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until either an indicative digital image is supplied by the customer, or the original goods have been received at our workshop and checked. 
The cost of returning goods to us is your responsibility, however, on inspection, we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however, you will be required to cover our reasonable postage costs.

6.4 Jewellery should be cleaned in accordance with our care and maintenance instructions, failure to do so may void your warranty.

6.5 If an item is no longer available we will offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance, you will have the option of a refund on the items under the warranty claim.

6.6 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

6.7 We are unable to guarantee an exact colour match due to the nature of the product.

6.8 All colours of ashes jewellery will be different from images. We will try to get the colours as close to the sample images but the natural ashes change the shade and colour of the final piece.

6.9 We guarantee the ashes in your piece are 100% the ashes you provide us with. Each order is made in its own station from start to completion. There is no way it can get mixed up with anyone else's orders. 

6.10 Any photos you send to us with the ashes will be sent back to you with complete order. 

6.11 All photographs sent for personalised picture jewellery will not be given to any third party or stored on our system once made. 

6.12 When we receive your e-mail, name, address and phone number we will share this information with our mailing company. We will not give your information to any other 3rd party that is not for shipping and handling purposes. 

7. Liability

7.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.