Guidelines for product and company reviews

How do we check and publish reviews?

Reviews help customers get a clearer picture of our products, service and way of working. Because an urn, memorial jewellery item or other remembrance product is often a personal and emotional purchase, honest customer experiences are especially important to us.

We publish positive, neutral and negative reviews, as long as they relate to a genuine experience with legendURN and meet our guidelines. We do not pay for reviews and we do not ask customers to share only positive experiences.

Why are reviews important?

Reviews give other customers insight into real experiences. They can help with questions such as: was the item carefully packed, did the colour match the photo, did the material feel suitable, how was the contact with customer service and was the order delivered carefully?

Reviews are also valuable to us. They show what we are doing well and where we can improve. Customer feedback helps us improve product information, packaging, service, photography, dimensions and the overall webshop experience.

Product reviews and company reviews

There are different types of reviews. A product review is about a specific item you have ordered, received or used. A company review is about your experience with legendURN as a webshop, for example our service, delivery, communication, advice or how we handled a question or issue.

Product reviews

Product reviews are intended to help other customers understand how you experienced a specific item. Product reviews should be based on a product that you have ordered, received or used. You can write about material, finish, size, colour, packaging, ease of use or whether the product matched your expectations.

Company reviews

Company reviews are about your experience with our service. This may include ordering, delivery, telephone or email contact, advice, returns handling or another concrete experience with our webshop.

When can you write a review?

You can write a review when you have had a recent and genuine experience with legendURN. This may be the case when:

• you have bought something from us;
• you placed an order, even if it was later cancelled;
• you contacted us by telephone, email or chat;
• you visited our webshop and had a concrete experience with our product information, customer service or checkout process;
• you used our products or services in another genuine way.

What should a review include?

To keep reviews fair and useful, we ask you to keep the following guidelines in mind:

• write about your own experience with legendURN;
• preferably describe a recent experience;
• keep your review relevant to the product, order or service;
• do not share personal data of employees, customers or other people;
• do not use threatening, discriminatory, offensive or unlawful content;
• do not post advertising, spam or links that are unrelated to your experience;
• do not write a review on behalf of someone else unless you clearly explain that you are writing on behalf of a person involved.

Do we also publish negative reviews?

Yes. Critical or negative reviews may also be published, as long as they are based on a genuine experience and meet our guidelines. We believe reviews should give a fair impression. Showing only positive reviews would not be reliable.

When a customer is dissatisfied, we try to respond where possible and offer a suitable solution. A critical review is not removed simply because it is critical.

When may a review be refused, hidden or removed?

A review may be refused, not published or removed if it does not meet our guidelines. This may be the case with:

• fake reviews or reviews without a genuine experience;
• reviews written in exchange for payment, reward or pressure;
• spam, advertising or inappropriate links;
• swearing, threats, discrimination or hateful content;
• privacy-sensitive information, such as addresses, telephone numbers, order details or names of employees;
• content that concerns another company;
• a clear conflict of interest;
• repeated reviews about the same experience with the purpose of influencing the overall impression.

When is there a conflict of interest?

A review should be independent. You should not write a review about a company:

• that you own or have owned;
• that is owned by someone in your close family;
• that you work for or have worked for;
• with which you have a direct business relationship;
• that is a competitor.

Do we edit reviews?

We do not change the content of a review to make it more positive or more negative. The opinion of the customer remains the customer’s own opinion.

If a review contains personal data, offensive content, spam or other content that does not meet the guidelines, we may ask the reviewer to adjust the review or we may decide not to publish it. For reviews placed through external platforms such as Trustpilot, the guidelines of that platform also apply.

Do we pay for reviews?

No. We do not pay for reviews and we do not offer discounts, gifts or other rewards in exchange for a positive review. Customers may share their experience voluntarily: positive, neutral or negative.

When customers receive an invitation to leave a review, the purpose is to collect an honest experience. The invitation is not a request for a positive review.

Can we respond to reviews?

Yes. We may respond to reviews, for example to thank someone, provide additional information or contact a customer when they are dissatisfied. In the case of a complaint, we may ask for additional details so that we can find the order or contact moment.

We do not ask customers to remove a negative review in exchange for a solution. A customer may, of course, decide to update a review later if the experience has changed or a problem has been resolved.

Trustpilot and external review platforms

For company reviews, we use external review platforms such as Trustpilot. Trustpilot has its own guidelines for reviewers, including rules about genuine experiences, conflicts of interest, respectful content and avoiding paid or incentivised reviews.

When you write a review through Trustpilot, both our general principles and Trustpilot’s own terms and guidelines may apply.

Questions about a review?

Do you have a question about a published review, an invitation to write a review or our review guidelines? Please feel free to contact us. We are happy to look into it with you.

You can reach us through the contact form, by phone at +44 808 169 4319 or by email at [email protected].