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Shipping, Cancellations & Returns Policy
Last Updated: 21 August 2026
Thank you for choosing Golden Thistle Memorials.
Many of the keepsakes I create are personalised or made especially for each customer. This policy explains production times, delivery, cancellations, returns and what to do if there is a problem with your order.
If you have any questions, please contact:
Email: goldenthistlememorials@yahoo.com
Website: www.golden-thistle-memorials.co.uk
1. Production Times
Golden Thistle Memorials is a small independent business and many products are individually made or personalised to order.
Estimated production times vary depending on the product.
Memorial Photo Slates - Personalised photo slates can normally be completed within approximately 3 business days following approval of the final design proof.
Jewellery and Other Made-to-Order Keepsakes
Please allow approximately 1–2 weeks following approval of the final design proof for items such as:
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Engraved jewellery
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Personalised pet tags
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Collar holders
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Hanging decorations
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Other made-to-order keepsakes
Some jewellery and materials are ordered specifically for an individual customer's keepsake and therefore cannot be produced immediately.
Any estimated production time shown on the website is a guide rather than a guaranteed delivery date unless a specific date has been expressly agreed with you.
If I become aware of a significant delay affecting your order, I will contact you as soon as reasonably possible.
2. Digital Proofs and Design Approval
Where applicable, a digital proof or visual design will be provided before your personalised keepsake is completed.
Please carefully check all details shown on your proof, including:
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Names
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Dates
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Spelling
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Photographs
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Paw or nose prints
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Personal messages
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Layout and positioning
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Any other personalisation requested
Production will begin once you have approved the final design.
Estimated production times are calculated from approval of the final proof, rather than necessarily from the date the original order was placed.
Please see the Golden Thistle Memorials Terms & Conditions for further information about proof approval and customer-supplied personalisation.
3. Dispatch
Orders are normally dispatched Monday to Friday, excluding public holidays.
Once your keepsake has been completed and dispatched, you will receive any relevant dispatch information available for the delivery method selected.
Production time and delivery time are separate.
For example, a product with a 3-business-day production time will still require additional time for delivery after dispatch.
4. UK Delivery
Golden Thistle Memorials delivers throughout the United Kingdom.
Orders may be sent using Royal Mail or another appropriate postal or courier service depending on the size, value and nature of the order.
Estimated delivery times will depend upon the service selected or provided at checkout.
Delivery estimates are not guaranteed unless the delivery service expressly provides a guaranteed service.
Postal or courier delays can occasionally occur due to circumstances outside my reasonable control, including severe weather, industrial action and unusually busy seasonal periods.
5. Delivery Charges
Applicable delivery charges will be displayed before you complete your purchase.
Charges may vary depending upon:
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Parcel size and weight
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Delivery destination
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Value of the order
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Delivery service selected
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Whether additional tracking or insurance is appropriate
You will have the opportunity to review applicable delivery charges before placing your order.
6. Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your delivery details carefully.
If you realise that an address is incorrect, contact me as soon as possible at:
goldenthistlememorials@yahoo.com
If your order has not yet been dispatched, I will make reasonable efforts to amend the address.
Once an order has been dispatched, I may not be able to redirect it.
Additional postage charges may apply where an order has to be resent because an incorrect or incomplete address was supplied by the customer.
7. Personalised and Made-to-Order Goods
Many Golden Thistle Memorials products are created specifically for an individual customer.
This can include keepsakes incorporating:
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Photographs
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Paw or nose prints
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Names
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Dates
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Personal messages
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Custom engraving
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Customer-approved memorial designs
Where an item is made to your specifications or is clearly personalised, the normal statutory right to cancel an online purchase simply because you have changed your mind may not apply.
This does not affect your legal rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
8. Cancelling an Order Before Personalisation
If you wish to cancel an order, please contact me as quickly as possible:
goldenthistlememorials@yahoo.com
If work has not begun and the item has not been specially ordered, personalised or created for you, I will confirm whether the order can be cancelled.
For personalised or bespoke goods, your statutory change-of-mind cancellation rights may not apply.
Where an item is not personalised or bespoke and statutory cancellation rights apply, you will normally have 14 days after receiving the goods to notify me that you wish to cancel.
You will then normally have a further 14 days to return the goods.
Nothing in this policy is intended to restrict your statutory consumer rights.
9. Returns of Non-Personalised Goods
Where statutory cancellation rights apply to a non-personalised product, please contact me before returning it.
Unless the goods are faulty, damaged or incorrect, you will normally be responsible for the cost of returning the item.
Goods should be returned securely packaged and, where reasonably possible, in their original condition.
You are responsible for taking reasonable care of goods while they are in your possession.
I recommend obtaining proof of postage when returning an item.
10. Faulty, Damaged or Incorrect Orders
I take great care when creating and packaging every Golden Thistle Memorials keepsake.
If your order arrives damaged, is faulty, is not as described or you believe you have received an incorrect item, please contact me as soon as reasonably possible at:
goldenthistlememorials@yahoo.com
Where possible, please include:
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Your name
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Order number
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A description of the problem
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Clear photographs showing any damage, fault or incorrect item
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Photographs of the packaging where the parcel has been damaged during delivery
Providing photographs can help me investigate the issue quickly, but this does not affect your statutory rights.
Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.
Where goods are faulty or otherwise do not conform to the contract, your rights are governed by applicable UK consumer law, including the Consumer Rights Act 2015.
11. Errors Following Proof Approval
Customers are asked to carefully check their digital proof before approving production.
If the finished item accurately reflects the final proof approved by the customer, I will not normally be able to offer a refund or free replacement because the customer later notices an error that was visible on and approved in that proof.
For example, this may include an incorrect:
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Name
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Date
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Spelling
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Message
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Photograph selection
However, if Golden Thistle Memorials makes an error and the finished product does not match the approved proof or agreed specification, please contact me so that I can put this right.
Nothing in this section limits your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.
12. Jewellery Box Personalisation
Where offered, customers may add a personalised engraved message to a jewellery presentation box for an additional £5.
The wording submitted for engraving will form part of the personalised order.
Where a proof is supplied for the engraving, please check the wording carefully before approval.
Personalised jewellery boxes may fall within the rules applying to personalised or made-to-order goods and therefore may not be eligible for a change-of-mind return.
Your statutory rights in relation to faulty or incorrectly produced goods remain unaffected.
13. Refunds
Where a refund is due, it will normally be returned using the original payment method unless otherwise agreed.
For eligible cancelled distance purchases, refunds will be made within the timescales required by applicable consumer law.
Where a refund depends upon goods being returned, I may wait until the goods have been received back or appropriate evidence of return has been provided, where permitted by law.
Where applicable, the refund of the original delivery charge will be dealt with in accordance with your statutory rights.
14. Exchanges
Because many Golden Thistle Memorials products are personalised or made to order, exchanges may not always be possible.
For eligible non-personalised products, please contact me to discuss whether an exchange is available.
This does not affect your statutory rights where goods are faulty, damaged or not as described.
15. Purchases Made in Person
Different change-of-mind rights generally apply to goods purchased in person at events, markets, fairs or other face-to-face sales.
Unless I have offered an additional returns policy, I am not normally required to provide a refund simply because you have changed your mind about an item purchased in person.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.
Personalised products ordered in person may also be subject to the provisions relating to personalised and made-to-order goods.
16. Returning Goods
Before returning an item, please contact:
goldenthistlememorials@yahoo.com
I will provide the appropriate return instructions where required.
Please package returned goods securely to reduce the risk of damage during transit.
Where you are responsible for arranging a return, I strongly recommend obtaining proof of postage and using an appropriately insured or tracked service for valuable items.
Where Golden Thistle Memorials is legally responsible for reasonable return costs, appropriate arrangements will be discussed with you.
17. Lost or Delayed Deliveries
If your order has not arrived within the expected delivery period, please contact me and I will investigate with the relevant postal or courier provider where appropriate.
Please do not assume that a delayed parcel has been lost.
Where Golden Thistle Memorials is responsible for delivery to a consumer, your statutory rights relating to delivery remain unaffected.
18. Your Statutory Rights
Nothing in this Shipping, Cancellations & Returns Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.
Goods supplied by Golden Thistle Memorials must meet the standards required by law, including being as described, of satisfactory quality and fit for purpose where applicable.
19. Contact
If you have a question about delivery, cancellation, a return or an existing order, please contact:
Golden Thistle Memorials
Email: goldenthistlememorials@yahoo.com
Website: www.golden-thistle-memorials.co.uk