Frequently Asked Questions

General Questions

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We also accept Shop Pay, Apple Pay and Android Pay.

In addition to these credit / debit card payment methods, we also accept Paypal Express Checkout and Klarna.

If you decide to use either of these two methods, you’ll be taken to either the PayPal or Klarna website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our website once your transaction is complete.

How do I measure for a bracelet?

Our bracelets are made to order, so ensuring you order the correct size is really important. Please measure your wrist bone and add a little for comfort (1.5-3cm is about right, depending on whether you like a snug or looser fit). You can use a piece of string or strip of paper to wrap around your wrist, and then measure that string with a ruler, or use a cloth tape measure. The size you order will be the size we make the bracelet.

How do I measure for a ring?

When ordering rings, it is vital that you order the correct size. The difference between sizes is just 1mm, but this can make all the difference between a ring fitting comfortably, and being too loose or uncomfortably tight. All our rings are made to measure. We recommend you use a professional measure prior to ordering. Click here to order one of our ring sizers.

What will the soundwave on my Soundwave ring look like?

Soundwaves are unique to the recording, the only way two rings would look identical would be if they both have the same recording. The ring in the product imagery is a man's voice, speaking loudly.

If your recording is softly spoken and quiet, your Soundwave will be less dramatic and will have less, or even no, high peaks. If you want to see what the soundwave looks like for your chosen recording you can open your MP3 file in audio software like "Audacity". If you have already have your soundwave saved as a JPeg, please send this to us with your MP3 recording.

Can I choose a different font or typeface for personalisation?

We use various processes to personalise our jewellery and gifts. Some items are hand inscribed, using our own fair hands. For hand stamped items, we use three different steel stamp sets. The fonts for handstamped items are shown on the product photos. If there is a choice between fonts these will be offered during the ordering process.  If you are having an item custom laser engraved we will use OVO typeface.

This is clear, easy to read font for inside rings, backs of cufflinks etc, as an example the pink banner on our homepage is OVO font. If you would like a different style font you must send the font file to us before you order and have confirmation that it is compatible with your chosen jewellery.

We will not accept items back because you don't like a font, don't like a certain letter, or anything relating to a font set. The letters/numbers in a font are not interchangeable.  If you would like to see a whole alphabet in any of our font styles for any item, please ask before ordering. If you are unsure which font you will have on your chosen item please ask before ordering. Please note we cannot send examples of handwritten inscriptions.

I need my order to arrive quickly and by a certain date, what should I do?

When placing an order with us you are agreeing to our terms of sale and you accept our terms and conditions which include the time it takes us to physically make your order, the “making time”.

The definition of “making time” is clearly defined on each product and forms an important part of our agreement with you.

You can choose the shipping method (i.e speed of delivery after despatch) but you cannot dictate how much time we need to make your order.

If you want to check whether an item can be fast tracked, made quicker, or made by a particular date; you must to do so before placing your order. Do not assume that by sending a message with or after placing your order will mean that your order will be put ahead of other customers orders.

If you do not have our prior written agreement, the date we are aiminmg to have your order completed will be as shown on your order confirmation.

Please be aware that there are many designs where it is not physically possible to complete an item quicker than the process physically takes and that we will already be working on many other customers orders when your new order is placed.

What type of metals do you work in?

For our Twisted Typist collection we work with sterling silver, copper, brass, aluminium and 9ct gold. We are able to plate silver with rose gold, yellow gold and black rhodium on some of our pieces.

For Fingerprint, Ten Tiny Toes, PeaPods and Little Picasso jewellery we only work in sterling silver. All items of jewellery requiring hallmarking are sent to Birmingham or Sheffield Assay Offices for testing for purity and hallmarking with the assay quality mark and the FingerPrint Jewellery Sponsor mark.

What does hand-stamped mean?

Each character is struck by hand, using individual letter punches and a hammer. This quirky look is the signature style of our Twisted Typist collection, and adds to the unique handcrafted nature of our hand stamped designs.

Will the Pandora-Style Charm fit any similar style bracelet?

No, not all similar styles of bracelet are the same size as a Pandora, some will need a larger core. Please check with your bracelet supplier that it is compatible with Pandora sized charms before ordering as we do not accept any responsibility for compatibility with other brands.

I have my Father's handwriting in a Birthday Card, could I have a few words captured on a necklace? It would mean so much to me.

We hope so, we would ask that you scan or photocopy the original and send this to us. We will then be able to tell you what is possible and talk to you about this before you place your order.

I don't like what you've made, can I return it for a refund?

Although not a "Frequently asked question", thank goodness, this is covered by the terms of sale and it is important that you undertand Legal cancellation rights and why they don’t apply to most of our products so we have added a link to our Terms of Sale again here.

Consumers in the United Kingdom and Europe are generally entitled by regulation to certain cancellation rights in relation to contracts concluded at a distance. However, the regulations provide that no such cancellation rights apply in relation to goods that are made to the consumer’s specifications or which are personalised – which covers the majority of our hand-crafted products.

Items that are made to order to your specification include; items made to your size, colour, metal or combination. You acknowledge and accept that you are not entitled to cancel any order for such products made through the Site once we have started making those products. However, in relation to any non-customised or non-made to order products, you will have the cancellation rights set out in this section.

Having said that - our aim is for 100% customer satisfaction - and if there is an issue with what we have made, we would love the opportunity to work with you to put it right, so please let us know.

Fingerprint / Hand or Footprint Questions

Do you really make your Fingerprint/Ten Tiny Toes jewellery by hand?

Absolutely! Nothing is machined or engineered, all the shaping, stamping, polishing and finishing is done by hand. We strive to produce items that retain their handmade quality, they won't look as though they have been stamped out of a machine and engraved...because they haven't been! You may find small marks or blemishes which should not to be seen as defects, these are characteristics of the methods and metal we use to make your jewellery. Be assured that piece made is carefully handcrafted and finished, just for you!

I would like to buy several Fingerprint/Ten Tiny Toes items as gifts for more than one recipient, do I need to place separate orders?

Yes if the impressions will be sent back separately. We will need to receive all the impressions back before we can begin to make any of the items listed on a single order as all items will be made together and sent together in one parcel. If impressions are likely to arrive separately you are advised to place separate orders for each recipient so that each order can be made, and despatched, independently.

I would love a charm made of my pet's paw print, can you do this?

We certainly can! We use the same technique to capture pet prints as we use for our Ten Tiny Toes range so anything we make with hand and footprints we can also make using your pet prints. Just order as a Ten Tiny Toes item, make a note in the comments box that it’s for a pet's print and we will send you everything you need to capture their print. We are told that it’s easier to take a cat's back paw print than it is to take their front paw prints, and hairy dogs may need their hairy toes trimmed first, but other than that they are easy to take.

How do I get an impression kit?

Just browse our website and choose the item(s) you like, add them to the basket, filling in the personalisation details when prompted and make your payment. We will then confirm your order by email and send your impression kits to you by first class post, if needed.

Although we used to ship a kit for our FingerPrint Jewellery, we have switched to using prints taken on paper using ink or pencil (see here for details) - but if you still need a piece of our 'Classic' FingerPrint Jewellery to match an existing item you already have, please let us know and we'll be happy to help.

I have placed an order but I would like a replacement impression kit?

The details on how to order a replacement impression kit if you need one are printed on the instruction leaflet sent with your order. Or you can click here to order a fingerprint kit. If you need a replacement Hand/Footprint Kit, please click here.

I'm really pleased with my Fingerprint/Ten Tiny Toes jewellery, I would like to order something else, can I re-order using the same impressions or do I need to retake them?

We aim to keep all the impressions with previous orders for up to 12 months from the date of the original order unless you instruct us otherwise. This means you can order new items without needing to retake the impressions. 

I would like to order another fingerprint/hand/footprint charm to look identical in every way to the one you previously made for me, can I do this?

As everything we make is handcrafted individually no two items will be absolutely identical, even if they are the same fingerprint, with the same name and made at the same time by the same person! That, after all, is the beauty of handcrafted jewellery. You will receive exactly the same quality jewellery but each item will be individually handcrafted using the impressions provided with the original order.

If you've previously asked for something bespoke (e.g. adding an extra initial) or we've made something for you in a very specific way, we are happy to recreate this for you on later orders! You can email / use web chat to send us an photo of what we've made previously - and you can add a comment in the 'Notes to Maker' section when you place your order as well!

I have received my Ten Tiny Toes Impression kit and have my taken daughter's hand and footprints, could I scan and email the images over to you and keep the paper prints?

Yes, absolutely. Please scan (not photograph) and save as a high resolution jpeg/jpg and send as an email attachment. Please remember to include your name and order number. We will confirm receipt by email.

I lost my baby and I have a paper copy of her hand and footprints that the hospital gave me, would it be possible to make jewellery from these?

Yes, of course. We are very passionate about our hand and foot print jewellery, and spent months developing the process to create a unique item of jewellery for a friend who sadly had lost her baby. We are very confident that we can produce the best possible results with as much fine detail as possible. After placing your order, please send a clear scanned copy of the prints either by email (preferred) or post and we will create the most beautiful keepsake for you to cherish.

Do you make fingerprint rings?

Absolutely - of course we do, and they're amazing! You'll find them in our 'Rings' collection.

How old does my baby have to be for FingerPrint jewellery?

There are no hard and fast rules about how old a baby should be as fingerprints, by their very nature, will vary from child to child. We would say that fingerprints become more defined generally from the age of 12m but this is not guaranteed. We have had excellent results, and really clear prints from newborn babies, but have received prints from quite old children, with far less definition.

How will my child's print look in the finished jewellery?

Fingerprints will appear in the finished jewellery just as they are taken in the impression putty, or on paper. If you are taking a baby’s print and they are only a few weeks or months old then the fingerprint impression will be tiny too. We directly cast from the impression you take so we ask that you check and approve the prints before returning them to us. We do not and cannot "improve" customer's fingerprint impressions. All impressions (hand, finger or footprints) returned to us are accepted as approved for us to use.

I am undecided what to order as my baby's hands and fingers are so small?

If you really want to be sure of a predictable result for very small or a young child with small fingerprints then you should opt for an item of jewellery from the Ten Tiny Toes range as these will show the complete hand or footprint rather than the finger only.

My son is a teenager, will his feet be too big for a Ten Tiny Toes charm?

This is probably our most frequently asked question and the answer is no he isn't too old, in fact there is no upper or lower age for ANY type of jewellery we make. All the hand and footprints are carefully miniaturised to fit your chosen item of jewellery. Even new born babies feet, as tiny as they are, need to be made even smaller to wear on your wrist.

Do I need to tell you which hand and footprints to use?

Yes if you have a particular preference, otherwise "no" as we will always use the print/s we feel will give the best results for the jewellery ordered.

Are you able to fit an adult’s fingerprint on a charm?

Absolutely! Although we recommend that you choose the larger charms or the pendants and use the little finger rather than a thumb!

Can I have prints on both sides of a charm or pendant so that it is double-sided?

No, this is not possible as the prints are set deep into the silver and we couldn't do this on both sides.

Can I have a name or date put on the back of a charm/pendant or cufflinks?

We cannot write behind fingerprints but we can write where the silver is full thickness and on the reverse of Ten Tiny Toes or Inked Fingerprint Jewellery.

We cannot write on the backs of cufflinks as the swivel backs are silver soldered into place and solder can flow into the lettering. Requests for personalisation on the backs of jewellery should be put in the "Notes to the maker" box when checking out but this does not guarantee that we will be able to meet your request and does not form part of your order.

The only personalisation that forms part of your order is as entered in the personalisation boxes of each individual item of jewellery.

Can I have a print from each of my 2 children on one Ten Tiny Toes charm?

Indeed you can! But be sure to let us know exactly what you would like (one hand, one foot etc.) when ordering, using the 'Notes to Maker' section when inputting personalisation details.

What's the difference between a pendant and a charm?

A pendant is larger than a charm and is usually worn on necklace. A charm is smaller and is suitable for a necklace or bracelet.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.morganandfrench.com/account/register and follow the instructions on-screen.

When will my order arrive?

Each of our items requires a specific number of 'Making Days', and some items need you to send us prints, handwriting, drawings, etc., before we can start. We will stay in touch throughout the entire process, and let you know when your order is ready to send. For more detailed information about Turnaround Time, please click here.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Within the UK, orders under £25 are £1.95 to ship. Orders £25 to £50 are £2.95, whilst orders £50-£75 cost £4.95. We offer free 1st Class shipping on orders above £75, and we will upgrade this to free Special Delivery for all orders over £100 in the UK.

Our standard shipping within Europe is £25.00, rising to £35.00 covering the rest of the world.

Do you ship overseas?

We do! We are delighted to have made jewellery for customers in all corners of the world. The website is set up to accept international orders and will calculate the correct shipping costs automatically.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at orders@morganandfrench.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start making it. If you contact us straight away after ordering, via orders@morganandfrench.com, we may be able to cancel your order before it’s processed. Unfortunately, we cannot accept cancellations of personalised items once we have begun to make them.

Can I alter my order?

If you have only just placed your order, and you'd like to alter, amend or modify it - please let us know ASAP. For simple / non-personalised changes (e.g. if you have decided you want a bigger or smaller chain), we can accommodate these right up until dispatch - but if you are requesting changes to personalisation, we will need to know this before we have started making your order, or it is likely to be too late. Please email us (orders@morganandfrench.com) or use the online chat.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

How do I find out what is happening with my order?

We think it is important to keep in regular contact with our customers as their order progresses and their jewellery is made. We will send you update emails at various points throughout the process to let you know exactly how we’re getting on with your order. To make sure that these emails do not end up in your spam/junk folder please add us to your address book.

You can also contact us via Web Chat if you have any questions!

Misc

Do you sell gift vouchers?

Yes, we do. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead, and you can choose from many different denominations!

We will send out a physical Gift Card and full instructions on how to redeem - and this can be done in-store or online.

Welded Jewellery

What is a welded bracelet?

A welded bracelet is one that is fitted permanently onto your wrist, rather than attached with a clasp that opens / closes.

Is it painful or dangerous?

Absolutely not... the 2 ends of the bracelet are welded together using a specialist jewellery laser-welding machine. This only takes a couple of seconds, and is completely safe!

How do I remove a welded bracelet?

It is really simple! For this type of jewellery, we use a very fine silver or gold chain which can be snipped off using strong scissors or pliers, if necessary to do so - so if you do need to remove it for any reason, it is very easy to do. If you want to have the bracelet rewelded, we do recommend you snip it at the jump ring (where we connected the 2 ends of the bracelet together) - and we are happy to re-weld or even add a clasp for a small fee.

Where can I get this done?

At present, welded jewellery is available in our store in Stamford, Lincolnshire. Please see our store details for our location and opening hours, or you can book an appointment online.

Do I need an appointment?

Whilst we may be able to accommodate occasional drop-ins, we cannot guarantee an immediate appointment. A pre-booked appointment will secure you a slot, and will provide you with the best possible service. You can check for availability and book an appointment online.

Please note - there is a £25 deposit to book a solo appointment (£40 for a couple), which is then fully applied towards your chosen bracelet(s).

We do not usually refund this in the event of a cancellation or no-show - but if you cannot make your appointment for any reason, please give us as much notice as possible and we will endeavour to rearrange it for you.

Is there an age restriction?

Not specifically, but anyone under 16 will need to be accompanied by a parent / guardian / responsible adult.

What are the advantages of a welded bracelet?

There are several! Firstly, the concept of it being 'permanent' and the requirement of having it done 'in-person' makes it much more special / symbolic, as well as being an experience in itself! It is also an experience you can share with friends, with family or with a loved one - getting bracelets to mark or celebrate a special friendship / relationship.

Because the bracelet is custom-fitted to your wrist, rather than being a generic size, it will fit and feel much better / neater. A welded bracelet has a look that you just can't achieve with a traditional, removable 'clasp' bracelet.

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