HeldForeverStudio

CUSTOM & PERSONALISED ORDERS

We specialise in bespoke resin keepsakes incorporating sentimental materials, including (where agreed) flowers, hair, fabric, ashes, and other personal items.

By placing a personalised order, you agree to the following terms:

Customer-Supplied Materials

Customers are responsible for ensuring all materials sent to us are securely packaged and sent using a tracked service.

We are not responsible for damage, loss, or delay occurring during transit to our studio.

While every reasonable care is taken when handling sentimental items, resin casting is a permanent process. Held Forever Studio cannot accept liability for unavoidable changes, reactions, or damage inherent in the preservation process.

Unused materials will be returned where reasonably possible unless otherwise agreed.

Design Approval

Where design approval is required, production will not begin until confirmation is received. Once design approval has been given and production begins, the order cannot be cancelled.

Production & Processing Times

All pieces are handmade to order.

Standard items: 5–10 working days

Bespoke / keepsake items: 2–12 weeks depending on complexity and curing times

Where fresh flowers are provided by the customer, preservation is carried out using silica gel drying. This process can take up to 6 weeks before casting can begin, depending on flower type, size, and moisture content.

Processing times are estimates and may vary during peak periods. Customers will be notified of significant delays.

RIGHT OF WITHDRAWAL & EXEMPTION

Under the Consumer Contracts Regulations 2013, customers have the right to withdraw from non-personalised purchases within 14 days of delivery.

However, the right of withdrawal does not apply to:

Custom-made goods

Personalised items

Items made to the customer’s specifications

Items incorporating customer-supplied materials (such as flowers, hair, fabric, ashes, or other keepsakes)

Once production has started on a personalised order, it cannot be cancelled or returned unless faulty.

This exemption is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

DAMAGED OR FAULTY ITEMS

If your item arrives damaged:

Contact us within 48 hours of delivery

Provide clear photographs of the item and packaging

We will assess the issue and offer a repair, replacement, or refund where appropriate.

Due to the handmade nature of resin art, minor micro-bubbles, slight surface variations, or small inclusions are natural characteristics and not considered faults.

CREMATION ASHES (IF ACCEPTED)

Where cremation ashes are incorporated into a piece:

Only a small portion is required.

Customers are responsible for secure packaging and tracked delivery.

Once ashes are incorporated into resin, the process is irreversible.

By proceeding with an ashes order, you acknowledge and accept the permanent nature of the preservation process.

INTELLECTUAL PROPERTY

All designs, product images, branding, and written content remain the intellectual property of Held Forever Studio.

Reproduction, resale, or commercial use without written permission is prohibited.

LIMITATION OF LIABILITY

Our liability is limited to the purchase price of the item.

We are not liable for indirect, incidental, or consequential loss.

Nothing in these terms excludes or limits liability where it would be unlawful to do so under UK law.