Terms and Conditions

We take our work seriously and understand how important clarity is for our valued customer, especially in painful times. We have provided our Terms & Conditions for you to ensure we deliver the very best service to you.

Terms & Conditions

Product Variations: Each pendant is handcrafted, and slight variations in appearance may occur. These differences are part of the unique piece of custom-made jewelry. Small air bubbles, impression lines, small imperfections may occur this is part of your piece being handcrafted.
Intellectual Property: All designs, images, and content on our website are the property of A Sparrow’s Touch and may not be used without permission.
Privacy Policy: We respect your privacy and handle all personal information in accordance with our Privacy Policy.

Final Notes

By placing an order with A Sparrow’s Touch, you acknowledge and accept these Terms & Conditions. It is a privilege for us to craft a keepsake that carries such deep personal meaning, and we pledge to handle each piece with the care, dignity, and respect it deserves. Thank you for trusting us with your cherished memories.

Each of our pieces is lovingly made by hand with care, respect, and soul. Thank you for choosing us to help honour your memories — it means the world to our small business.

If you have any questions or concerns about your keepsake, care, returns, or repairs, please get in touch.

Our Terms and Conditions

Order Placement

All our fingerprint - palm print pendants are custom-made to honour your loved ones.

Ordering Process: Place your order by contacting our team directly. We will guide you through selecting styles, quantities, and the process for capturing fingerprints.
Fingerprint Submission: We provide instructions for capturing and submitting fingerprint - pal prints. It is essential to follow these guidelines to ensure the quality of the final product.
Order Confirmation: Once we receive your order details and fingerprint - palm impressions, we will confirm your order and provide an estimated completion date.
Payment Terms: Full payment is required upon order confirmation. We accept payments via direct banking, Visa and Afterpay.
Cancellations: Due to the personalized nature of our products, cancellations are only accepted within 12 hours of order confirmation.

Aftercare

Our pendants are crafted with care and require proper maintenance to preserve their beauty.

Cleaning: Use a soft, lint-free cloth to gently clean your pendant. Avoid using abrasive materials or harsh chemicals.
Storage: Store your pendant in a dry, cool place, preferably in a jewellry box to prevent scratches.
Avoid Exposure: Keep your pendant away from water, perfumes, lotions, and other chemicals that may tarnish or damage the metal.
Professional Maintenance: For deep cleaning or repairs, consult back to us.

Shipping & Delivery

We are committed to delivering your custom pendant safely and promptly.

Processing Time: Custom pendants typically take 3 - 4 weeks to create after receiving fingerprint - palm print impressions and payment.
Shipping Methods: We ship within New Zealand using tracked courier services. Shipping details and tracking information will be provided upon dispatch.
Delivery Timeframes:
- North Island: 2–3 working days
- South Island: 2–3 working days
- Rural Areas: Up to 7 working days

Shipping Costs: Shipping fees are calculated based on order size and delivery location and are non-refundable.
Damaged or Lost Items: If your package arrives damaged or is lost in transit, please notify us within 7 days of dispatch. We will work with the courier to resolve the issue.

Repairs & Returns

Due to the personalized nature of our products, we have specific policies regarding repairs and returns.

Change of Mind: As our jewellery is custom-made, we can not accept returns for change of heart. Please reach out with any questions before ordering.
Faulty or Damaged Items: If your piece arrives damaged or faulty, contact us within 7 days with photos. We will repair, replace, or refund depending on the situation.
Warranty: Our jewellery has a 6-month warranty covering manufacturing defects. This does not include wear and tear, accidents, broken chains, or neglect.
Post-Warranty Repairs: We offer repair services at a reasonable cost after the warranty period or for damage not covered. Contact us for a quote.

Returns: We do not accept returns for custom-made items unless they are defective or damaged upon arrival.
Repairs: If your pendant requires repair due to a manufacturing defect, please contact us within 14 days of receipt. We will assess the issue and, if applicable, repair or replace the item at no additional cost.
Exclusions: Damage resulting from misuse, accidents, or failure to follow aftercare instructions is not covered under our repair policy.

Repair Terms:

Assessment: We will examine the item when it arrives and confirm repair options. We may refuse repairs for items altered or too badly damaged.
Shipping Costs: Customers pay for return shipping. If a fault is confirmed within warranty, we will cover return shipping for the repaired piece.

Caring For Your Jewellery:

While our jewellery is carefully made, no piece is indestructible. Following our care guidelines is essential for protecting its appearance and strength over time.

Do:

Clean with a soft cloth and, for metal parts, you can use Silvo and a silver polishing cloth.
Store your jewellery in a small ziplock bag to slow tarnishing — especially for sterling silver — rather than in the gift box.

Avoid:

Chemicals & Oils: Keep away from perfumes, cleaners, hand sanitisers, and other harsh products.
Heat & Sunlight: Do not leave your piece in direct sunlight, extreme heat, or under artificial UV light.
Hot Water: Resin is water-resistant, but avoid hot water and submerging your jewellery.
Rough Activities: Remove your jewellery during sports, exercise, housework, or any activities that could knock or scratch it.

Additional Care Information:

Accidental Damage & Repairs

If your jewellery is accidentally damaged, we are here to help. We offer services like cleaning, polishing, reglazing resin. Please get in touch for advice and pricing. Remember, frequent adjustments or rough handling can weaken settings and should be avoided.

Handcrafted Nature

Each keepsake is made by hand, so small details like maker’s marks, tiny air bubbles, or mould lines are part of its unique, handcrafted piece — not flaws. If you feel an irregularity affects your piece’s beauty, reach out and we will happily discuss it with you.

Design Changes & Imagery

As each piece is custom made, slight variations from website photos are to be expected. We may occasionally adjust designs for improvement, and by ordering with us, you agree to receive a personalised, one-of-a-kind item.

Resin & Inclusion Stones Over Time

Our jewellery uses jewellery-grade resin, which may naturally develop a warm amber tone over the years — especially if care instructions are not followed. If your piece changes more than you would like, we can reglaze and refresh it for you.

Sending Inclusions

When ordering, it is your responsibility to send inclusions safely to us. By placing an order, you accept our terms, including our care recommendations, to help preserve your keepsake’s beauty.

Ordering Inclusions:

Preparing Your Inclusions / impressions: After placing your order, you will receive an email with detailed instructions on how to prepare and send your inclusions (such as cremation ashes, hair). It is very important to follow these guidelines closely to protect the materials during transit.

Shipping Your Inclusions/Impressions: We recommend using a secure, tracked courier service when sending your inclusions / impressions to our studio. Please note that we cannot be held responsible for any items lost or damaged in transit. Keep a record of your tracking details and let us know once your parcel is on its way.

Confirmation of Receipt: We will contact you as soon as your inclusions arrive safely. At that time, we will also confirm an estimated timeframe for completing your custom piece.

Responsibility and Care of Inclusions:

Respectful Handling: We recognise the deep personal significance of the inclusions / impressions you send. Each item is treated with the highest level of care and respect, using specialised methods to safely incorporate them into your jewellery.
Returning Unused Inclusions: Any inclusions not used in the creation of your piece will be sent back to you.
- Cremation Ashes & Hair: All unused materials will be carefully returned alongside your completed jewellery.
- Fingerprint / palm prints: Original moulds or ink prints will be returned with your order. We will also securely keep a copy of the prints on file in case you would like to order additional pieces or request a repair or replacement in the future.

We lovingly handcraft every piece using high-quality materials to ensure it is made to last. However, like all fine jewellery — especially pieces with delicate materials — your keepsake needs gentle care and regular maintenance to stay looking beautiful.