Service Delivery Policy

Last updated: 19 September 2026

No customer shipping required

Never Forgotten is primarily a grave-care service. We do not ship the grave-care service to your home and there is no delivery or shipping charge at checkout for our standard grave-care products.

Where the service is carried out

Work is carried out at the cemetery or burial ground specified in your order. You do not need to be present. Please provide accurate grave-location details so that we can identify the correct plot.

Flowers and plants

Where flowers or plants are included or added to a visit, they are taken to and placed or planted at the grave as part of the service. They are not normally shipped to the customer's billing address.

Timing

The expected timing for each service is shown on the relevant product page or in your order confirmation. Weather, cemetery opening arrangements, access restrictions and other circumstances outside our reasonable control may occasionally require a visit to be rescheduled. If a material delay occurs, we will contact you.

Service area

Our standard service area is London and Surrey. If the cemetery is outside our normal area, please contact us before purchasing so we can confirm whether we can help and whether any additional charge applies.

Questions

If you are unsure whether we cover a cemetery, contact hello@neverforgotten.co.uk before ordering.