Help Centre · Our Policies
Customer Service, Returns and Privacy Policy
How we look after you, your order and your personal information. Our overall goal is to provide an outstanding product that brings a high level of honour to loved ones, made by a team that is attentive to detail and devoted to making each project exceptional.
Customer service policy
Countless precautions are taken in the manufacturing of your personal item. Orders are never stamped out in mass, but are handled individually, as if our own. Instructions are followed carefully to bring exactly whatever your design may be.
While extraordinary care is taken in forming, manufacturing and engraving your order, there are times when delays can occur. We will be prompt in notifying you should needed materials arrive late, errors cause reconstruction, or other unforeseen problems arise. Within 5 working days you will be notified of any delay in shipment and a new arrival date arranged.
When a product is meant to last a lifetime, our company will make every effort to deliver the best quality with precise detail to make your satisfaction complete. We believe you will get long lasting satisfaction from your Forever Shining product. If you wish to contact us about making an order, or have an existing order with us, please do not hesitate to get in touch.
Returns and refunds
Every memorial is made to order to your exact design, so please take your time before you confirm. Check spelling, dates, layout and photographs carefully, and make sure the design is what you really want. We send a proof for approval, and we are always happy to help you get it right.
Please note: we cannot issue a refund if a mistake is made in the design you approve, so it is important to ensure all spelling, layout and photographs are to your satisfaction before you proceed with payment. If you do receive a product that is not accurately described, is different from the sample, or is faulty, you can choose an exchange or ask for a refund. Proof of purchase is required for any refund, exchange or credit.
Our products carry a full warranty against faulty materials or workmanship. If you experience any issue with your product, please contact us on +61 8 6191 0396 or email [email protected] and we will make it right.
Privacy policy
Forever Shining is committed to protecting your privacy in your dealings with our organisation.
Collection of information
“Personal Information” is defined in the Privacy Act 1988 as information or an opinion (including information or an opinion forming part of a database), whether true or not and whether recorded in a material form or not, about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion. The collection of personal information is necessary for the general operation of our business, to provide you with the products and services we provide, or for employment purposes.
Disclosure
Forever Shining will not provide any personal information collected to any persons outside of Forever Shining, other than to provide the services or products that you requested, or for employment, legal or lawful purposes. This may include (but is not limited to) disclosing information to legal or law enforcement agencies or agents, previous or future employers, and government agencies such as the Australian Taxation Office, WorkCover, Job Network members, employment agencies, the Department of Social Services and Child Support Agencies. Forever Shining may also use personal details, including where necessary disclosing them to third parties, so that we can send you information about our services or products, add you to our newsletter mailing list, or send you a thank you for using our services. This policy applies only to Forever Shining and not to other websites of companies or organisations to which the Forever Shining website may be linked. Other than as stated above, Forever Shining will not disclose personal information unless you have authorised us to do so.
Access and correction of personal data
If at any time the personal information you have supplied to Forever Shining needs to be accessed by you, or altered in any way, this will be provided only to the person or persons named on such information and only by written application accompanied by suitable identification.
Security
Whilst Forever Shining takes reasonable steps to protect your personal information, sending and receiving information over the internet is always at your own risk. No guarantee can be given that information sent over the internet is completely secure.
Contact
Should you have any questions or complaints about privacy issues please contact Forever Shining at PO Box 1268, Bibra Lake DC, WA 6965, Australia, or email [email protected].
Questions about an order?
Call (08) 6191 0396, email [email protected] or use our contact form. Our FAQ covers timeframes, delivery and installation.
We Stand Behind Every Memorial
Made individually, checked before it leaves, and backed by a full warranty against faulty materials or workmanship.