Here at Hand on Heart, we are committed to providing exceptional customer service. We work hard to ensure that our jewellery pieces are perfect, the transaction is quick and that the overall customer experience is enjoyable.

We are a local family run business based in Cumbria, on the outskirts of the Lake District. We are an internet based company, which means that we don’t get to have a lot of face to face interaction with our customers. So how do we ensure that our customers receive a personal Customer Service experience?
 

- We continually review and update the website to ensure that our site is easy to navigate and all purchase transactions are quick and efficient for our customers. We have a great offers page too which is updated regularly with some of our new and classic designs that are available at fantastic prices. We currently have our engraved personalised rings on offer which are really stunning, unique and pretty popular!
 

- We keep our customers updated on the progress of their order every stage of the production process and post all of our orders recorded delivery so you don’t have to worry about your order going missing!

- We measure our level of customer satisfaction via Feefo and we are very proud of our score! Customer feedback is very important to us and we love to receive your comments and reviews, which help us to improve and strengthen our processes for future customers. We especially like to hear how much our customers love their jewellery! Many even tag us in their social media posts along with pictures of their new jewellery pieces. Our Facebook page is particularly popular!

- On the rare occasion where a customer isn’t entirely satisfied with their order, we ensure that we handle their concerns quickly and efficiently. The feedback we receive is shared with the rest of the team too.

- We promote a strong customer service culture within our team of employees to ensure everyone is focussed on our customer needs. Due to the personal nature of the products and service we offer, especially within our memorial range, we are always sensitive and flexible to our the needs of our customers. We will always try to accommodate any unusual requests.

 - We are always looking to create new products and ranges based on our customer feedback. We recently launched our butterfly charms as a result of requests from our loyal customers.

We are very lucky to have such a fantastic team of employees who are all focussed on producing gorgeous jewellery, providing excellent customer service and ultimately growing our Hand on Heart brand.