FAQ’s

How can I contact you?
If you have a general enquiry prior to placing an order please contact us at info@twogreenlane.com. Once an order has been placed please contact us at studio@twogreenlane.com. You can also call us on 07858 701978.

 

How can I keep up to date with news and offers? 
Sign up via the link on the homepage to receive our monthly newsletter which features exclusive news, offers and competitions. You can also follow us on Facebook and Instagram to keep up to date

 

How do I send you my fingerprint?
When you place your order we will send you a kit with instructions so you can capture your fingerprint in a specialised mould. Once you have created your fingerprint mould please post it back to us and we will confirm receipt and start crafting your beautiful charm.

 

How do I send you my hand/footprint?
When you place your order, we will send you a kit with instructions so you can capture your hand or footprint on specialist paper. Once you have created your print please post it back to us and we will confirm receipt and start crafting your beautiful charm.

 

How do I send you my pawprint?
This process is exactly the same as for hand and footprints. However, please note if your pet has long hair between the pads on their paw it will need to be shaved as the paw needs to hair free on the underneath to ensure a clean print. You must also have a pet who is willing to allow their paws to be touched!

 

I’ve made a mistake when taking my prints/mould, what can I do?
Please contact us at studio@twogreenlane.com. We will be happy to send you out a replacement kit at a cost of £5.

 

Can I change my order?
If you wish to add something further to the order, please email us at studio@twogreenlane.com as soon as possible and we will endevour to add it to your existing order. If you wish to cancel an order, please contact us at studio@twogreenlane.com to find out the progress of the order. Dependent on the stage we may be able to offer a part or full refund. Further information can be found in the Returns Policy

 

What is your returns policy?
At Two Green Lane we pride ourselves on perfect quality and excellent customer service every time. We hope you are delighted with your purchase. However if in exceptional circumstances a product is damaged or faulty when you receive it, please let us know and we will work with you to resolve the issue. We accept returns for non personalised items as long as they are returned in the same condition within 7 days. Please note you are responsible for the postage. We recommend you use a tracking service. We are sorry to say we cannot accept returns for personalised items. To read our full returns policy please click here.

 

How much is Postage and Packaging?
Orders under £20 will be sent 1st class Royal Mail at a cost of £2.50. Orders £20-£59.99 will be sent 1st class Royal Mail confirmed (signed for) at a cost of £3.50. Orders £60 and over will be sent 1st class Royal Mail confirmed (signed for) free of charge. Next day and Special Delivery services are available on request at a charge.

 

How long will it take to make my jewellery?
Unless otherwise stated, we will post you out a kit for taking your print within 3 days of receiving your order. Once you return the kit to us we will start working on your keepsake in our studio. Standard turnaround time is 2 weeks but if you need your order quicker please contact us at studio@twogreenlane.com and we will endevour to meet your requirements.

 

Is the Keepsake jewellery real silver?
The Keepsake jewellery is made from 99.9% fine silver. This means it is not going to be as hard wearing as Sterling Silver (this contains metals other than silver to strengthen it). With this in mind we recommend taking as much care with the item as possible. If you wish to polish your jewellery we recommend using a soft silver polishing cloth taking care not to rub at the print. The accessories are made from a variety of different materials which are detailed in the product descriptions.

 

I’m a perfectionist, will my jewellery be perfect?
Each item of jewellery is handmade and hand polished which means there will always be an organic feel to the piece. We never try to create a factory ‘mass produced’ effect with the jewellery as we feel it would take something away from the charm – it almost becomes less personal as each item is identical except for the name and print. There may be some markings on the back or slight imperfections on the surface but we leave these in for this reason. We hope you agree that any small imperfections add to the jewellery’s uniqueness and charm, but if for any reason you are unhappy please do let us know. We can always polish the item further for you but there is a risk that the print will fade due to the additional rubbing.

 

Is the Keepsake jewellery hallmarked?
The only way to get silver jewellery officially hallmarked is to send it away to the assay office, this is a costly and lengthy process.  For this reason we do not generally hallmark the jewellery.  Hallmarking is not a requirement on items under 7.78g

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