T&Cs
Terms & Conditions
These Terms and Conditions apply to all orders placed through our website. By placing an order, you agree to be bound by these Terms and Conditions. Our business operates in accordance with the laws of England and Wales, and all contracts are governed by those laws.
1. Ordering
Orders can be placed at any time via our website. We aim to dispatch orders placed before 12:00pm on a working day on the same day. Orders placed after this time, or on weekends or public holidays, will usually be dispatched on the next working day.
Delivery times are typically 1–2 working days, however these are estimates only and delays may occur due to circumstances beyond our control (including courier delays or adverse weather). We are not liable for delays caused by third-party delivery services.
2. Non-Arrival of Goods
If your order has not arrived within 3 working days of dispatch, please contact us as soon as possible so that we can investigate the matter with the courier and assist you.
3. Stock Availability
All products are subject to availability. If an item you have ordered is unavailable or there is any issue with your order, we will contact you promptly to discuss an alternative, a replacement, or a refund.
4. Products and Descriptions
We make every effort to ensure that product descriptions, images, and specifications on our website are accurate. However, minor variations may occur and we reserve the right to update or change product details at any time without notice.
We will not be held liable for minor errors or inaccuracies, provided they do not affect your statutory consumer rights.
5. Complaints and Contact
If you have a complaint or query, please contact us during working days using the contact details provided on our website or by email at:
We aim to respond and resolve issues promptly and fairly.
6. Returns & Right to Cancel (Non-Personalised Items)
In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 days of receiving your goods, provided the item is:
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Unused
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In its original condition
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Returned in its original packaging
To return an item, please send it to:
Urns With Love
Unit 5J, Bestwood Business Park
Nottingham, NG6 8TQ
You are responsible for the cost of return postage unless the item is faulty or incorrect.
We recommend using a tracked delivery service for returns, especially for items valued over £50, as we cannot guarantee receipt of returned items.
7. Faulty or Damaged Goods
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.
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If an item is faulty on arrival, please contact us immediately.
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If a fault develops after use, returns may not be accepted; however, we encourage you to contact us and we will do our best to resolve the issue fairly.
8. Personalised Items
Personalised or custom-engraved items are non-returnable unless they are faulty or an error has been made by us.
If there is any issue with a personalised item, please contact us and we will work with you to find a suitable resolution.
9. Refunds
Approved refunds will be processed using the original payment method. Once a returned item is received and inspected, refunds will be issued within a reasonable timeframe.
10. Changes to These Terms
We reserve the right to amend these Terms and Conditions at any time. Any changes will apply to orders placed after the updated terms are published on our website.