Songsofinkandsteel Avis 

I ordered a handwriting locket from Songs of Ink and Steel using a sample of my late grandmother’s handwriting, and I genuinely don’t think I’ll ever have the words to properly describe how much this piece means to me.

Update 13/08/26 - I am most grateful to James, a member of the Customer Service team for 'Not on the High Street' for his swift intervention with the issues described below. I am updating this review to acknowledge how professional Not on the High Street have been as they have taken the issues described below seriously and a refund has been issued today. This is a good outcome for me as many messages later all I got from Songs of Ink and Steel was that they were going to refuse delivery of my return.

Complaint details:
Firstly, the messages via the 'Not on the High Street' platform have been pleasant in tone, not as other reviewers here have described them. However, this company definitely needs to re-think its customer service policy. I have purchased a ring and immediately upon receipt messaged to say it was not to my liking, mainly because it did not match the images on the site. Messages then went back and forth. I explained that I was going on holiday for a week and would return it the week after, possibly for an exchange but I was undecided at that point. I then sent it back asking for a refund and very strangely, the same ring arrived back with me a couple of days later. I blamed Royal Mail and re-sent it 'signed for', messaging the company to inform them what had happened, that it was on it's way back to them and to look out for it. I then get a message back saying they couldn't refund it as it was outside the 14-day period and they were going to refuse delivery! What?! Now....at no point did anyone point out it was a 14-day refund policy, indeed my message from them says "return it when you're ready". Commonsense and basic knowledge of contract law would dictate that you need to point out anything important in a contract. Also, the Not on the High Street's policy for refunds is 28 days.

I am not enjoying dealing with this company at all. It is time consuming and frustrating. They can't be that desperate for one sale of £50 that they go to the lengths of refusing deliveries and not caring what customers think of them, surely?

I bought a beautiful ring off this company. The engraving was perfect and customer service was excellent. Highly recommend.

I placed an order with them for a spinner ring. When it arrived, it was beautifully made and good quality. However there was a small error in the inscription. Once I sent pictures, they immediately offered to make a replacement ring and even sized it down for me free of charge.

Amazing customer service and beautiful jewellery. I would absolutely recommend.

Well i would score less than 1 star if it were an option. Buyer beware do not personalise anything with this company as you cannot return.
The item ordered was a Mum locket. Paid £140 reduced from £180. HAs since been increased in price can you believe!! ON arrival locket extremely light weight, Miniature in size and what i would consider child size. As purchased for 85 year Mother unable to gift to her. Because i had personalisation done to rear of locket which was horrible i bold black ink this meant unable to return. item magnified on Notonthehighstreet. The chain delivered was also the wrong size however that is being refunded another £32.
Do not trust pictures you are looking at, read small print completely and my advise avoid Songs of Ink and Steel and Notonthehighstreet.com.

Jewellery was lovely and the customer service i experienced was very good. When there was a problem with my order they responded extremely quickly, even over the Xmas period and rectified it promptly and with understanding. More than be said for some other companies.
Thank you Songs of Ink and Steel

I bought this locket necklace as a Christmas present for my Nan, and it’s absolutely perfect. It’s engraved beautifully on the back and the seller really understood my vision (I added ashes with resin to the other side of the locket and the seller suggested which side would be best. I purchased through etsy and had great communication with the seller throughout. The craftsmanship is beautiful and it feels really special delicate, but high quality. She was so emotional when she opened it and hasn’t taken it off since. It’s such a meaningful piece and a lovely keepsake. I couldn’t be happier with this purchase and would definitely recommend it to anyone looking for a sentimental gift.

Ordered a ring on Etsy and it arrived and was the incorrect size (not what had been ordered). Sent photos and measured this which confirmed it and was advised not eligible for a refund despite incorrect item being sent as it had been personalised.
Seller continually sent abusive messages such as
“ Are you ok? Are you having a bad morning? Is there anything I can do to help?”

“ You genuinely overreacted there.”

“ Of course. You overreacted, and its my fault. Gotcha.

Merry Christmas!”

“ Did you just get bored this morning and decide to be offensive and rude almost an entire month after we last spoke?”

Extremely disappointed. The St Christopher necklace I received was cheap, flimsy and looked nothing like the photos on the website. It was personalised and meant to be a gift for my friend’s son 21st Birthday, but I was embarrassed by the quality and couldn’t give it to him.

When I contacted the company to request a refund or even a partial refund, my concerns were completely dismissed. I was simply told the item was a “true representation” and no refund was offered.

I am now out of pocket and have had to buy another present from elsewhere. Poor quality product and equally poor customer service. I would not recommend this company.

So I placed an order with this company via "Not On The Highstreet". YES it is the same seller because the items being sold are the same.
I purchased a pair of button earrings as a gift but when they arrived they didnt match the quality of those pictured in the sellers photos.
I would have shared a photo of them here but trustpilot dont have this feature.
Anyway, here in the UK we have a thing called "statutory rights" which protects the buyers for corrupt sellers.
This company claimed their return policy had more standing than my "statutory rights" which is just not true. Statutory rights are a legal entitlement, their "policy" means nothing when goods are not as described or pictured!
In the end I had to take my complaint to "Not On The Highstreet" who did give me a refund for the earrings when this seller point blank refused, many times.
To "Songs Of Ink & Steel", Your hygiene policy does not counter act my LEGAL statutory rights you morons. You are very lucky I dont take further legal action against you!!!
Im still waiting for a refund on a ring I purchased at the same time, which was returned because of their poor attitude! So they have lost out!

DO NOT BUY FROM THIS COMPANY.

I purchased a bangle for my daughters birthday, unfortunately it was too big. I had to pay to return it via Royal Mail myself. Songs of Ink and Steel are not issuing a refund as they say it is scratched.

When looking into previous reviews for this company, buyers are having the same issue when trying to return something. I have asked several times for photos of the scratched bangle and got nothing back. Absolute fraudsters and the dialogue from them is all AI generated so you just go round and round in circles not getting anywhere. I am now completely out of pocket!

Firstly to say the product delivered was of good quality and this would have been a recommended supplier - if I hadn't had to use their returns process.
I purchased a silver chain (via their not on the high street store font). While the chain for my sons birthday was great, he would have preferred a slightly longer chain so I asked if I could exchange and was told not a problem and to return.

Rather than have any returns label or system they asked me to send it back via Royal Mail registered delivery, so prepared a sturdy padded envelope, printed the order info to include in the pack and went to the post office and queued a long time to pay the high costs Royal Mail charge (I normally send everything via other couriers). I despatched at the post office and thought despite all the hassle it was worth doing to get the longer chain so waited to hear from Songs of Ink and Steel.

After a while I still hadn't heard to enquired, they asked for the tracking number of the receipt - and I know this is my failing - but I just couldn't find it.

Well that was pretty much game over, they said they had no record of it arriving and without that receipt there was nothing that could be done and it was my loss.

While I know I should have kept that receipt, I think this only happened due to their process and insistence on Royal Mail. If it'd have been up to me it'd have gone with a different courier that I'd have used my online account with full integrated tracking. Alternatively if they'd some form of returns label that would have avoided this problem.

At the end of the day I have paid for both the necklace (and Royal Mail costs) and ended up with nothing.

As said the product I had looked good, so if you don't need to ever return you may be fine - but if anything goes wrong then you could end up out of pocket. In future I'll stick to Amazon, who while not being the best for products, at least have the processes in place to avoid these issues or make good if anything goes wrong.