Shipping, Refunds and Returns Policy

Shipping, Refunds & Returns

At Cherished Companion, we understand that purchasing an urn is not just a transaction, it is part of remembering a much-loved companion. We handle every order with care, sensitivity and respect.

Shipping Information

Processing Time

  • All urn orders are processed within 2–5 working days, unless otherwise stated.
  • If an item is made-to-order, personalised, or temporarily out of stock, we will notify you as soon as possible with an estimated dispatch date.

Delivery Times

  • Standard UK delivery: 2–4 working days after dispatch.
  • Express delivery (contact us for details): 1–2 working days after dispatch.

Please note that delivery times are estimates and may vary during busy periods.

Delivery Location

  • We currently ship within the United Kingdom.
  • For international shipping enquiries, please contact us directly before placing your order.

Delivery Charges

  • Delivery costs £5.95 for standard delivery
  • For express delivery please contact us for pricing

Damaged or Incorrect Items

We carefully package every urn to ensure it arrives safely.

If your item arrives:

  • Damaged
  • Faulty
  • Or incorrect

Please contact us within 48 hours of delivery at:
📧 admin@cherishedcompanion.co.uk
📞 07857 191672

Include:

  • Your order number
  • Photographs of the item and packaging
  • A brief description of the issue

We will arrange a replacement or refund as quickly as possible.

Returns

We hope you are completely satisfied with your purchase. However, if you change your mind:

Standard (Non-Personalised) Items

  • You may return unused items within 7 days of delivery.
  • Items must be returned in their original condition and packaging.
  • Return postage costs are the responsibility of the customer unless the item is faulty.

Once received and inspected, we will process a refund within 5–7 working days.

Personalised or Engraved Items

Due to the bespoke nature of personalised urns:

  • Personalised or engraved items cannot be returned or refunded, unless they are faulty or damaged upon arrival.

Please ensure all engraving details are checked carefully before submitting to us.

Refunds

Refunds will be made to the original payment method.

Please allow:

  • Up to 7 working days for the refund to be processed
  • Additional time depending on your bank or card provider

Cancellations

  • Orders may be cancelled within 24 hours of placing the order, provided they have not already been dispatched or personalised.
  • After this time, cancellation may not be possible.

Returning an Item

Before returning any item, please contact us to obtain return instructions.

Returns should be securely packaged and sent to:

Cherished Companion
Reservoir Keepers House
Melandra
Glossop
SK13 6JQ

We recommend using a tracked and insured service, as we cannot be responsible for items lost in transit.

Our Commitment

We understand that ordering a memorial urn is often done during a time of grief. If you are unsure about sizing, style, or suitability, please contact us before ordering. We are always happy to guide you.

📞 07857 191672
📧 admin@cherishedcompanion.co.uk
🌐  www.cherishedcompanion.co.uk