FAQ,


Frequently Asked Questions

COVID-19 ... We are still operating as normal,  We also send made ashes keepsakes to you special next day delivery  - royal mail are doing their best at this time but can not promise it will be next day at the moment - possibly or a few days later.

 How do I send ashes and how much do you need? 

If you are in the UK we will post you our an ashes collection kit for you to post back to us. If you are not in the UK please pop us a message and we will let you know how to post 

We only require a small teaspoon, only a pinch goes into your jewellery and a teaspoon into art, any left over we will return home to you with your made keepsakes. 

If you are not planning on sending straight away please just pop us a message and let us know a rough time frame. 

How do you post home my keepsakes?

we now have half price special next day delivery tracked royal mail UK when returning your keepsakes 

 

See caring for jewellery further down. 

 

How do I send Hair or fur;

Please send a small clean lock (free from hairsprays or gel as these could alter the colour of the resin) approximately 2 cm and a good pinch, please keep strands as together and neat as possible as it is easier for me to work with and if possible secure with string (no tape). Matted or tangled will not give a very pleasing aesthetic appearance and is hard for us to work with. However in special circumstances, if the hair or fur is all you have I will do my very best for you (please do not send the entire amount you have if you can't get any more.) Place the lock in a small clear bag or neatly folded in kitchen roll or tin foil. put the bag in an envelope marked with order number, name and address written clearly. Then place the envelope in a small padded envelope and post to Flat 4 Brunel Court, Ridsdale Road, Anerley, London SE208AD. 

please also note white or blonde fine hair can become translucent and may not be as visible as coarse hair. 

 

How long will my order take?

Please bear in mind that I work alone and how long your piece will take varies due to many factors. How many orders are in front of you, if I have in stock your desired base or I need to order from the manufacturer who can take up to 6 weeks to deliver as some are based in the USA etc, we do not buy bases in bulk as we are only a small business.. So If I have the base in I would guesstimate 3 weeks possibly sooner if not then up to 6 weeks or sooner. If you want something special sooner then we suggest the ashes into fine silver such as the Hugo's heart or circle of love collection of ashes into fine silver. 

Can you make custom orders?

or if I have seen a design from another ashes provider can you make the same? 

We don't do custom designs but you can have certain colours just send me a text or email before you place your orders.

All Memorial designers have their own beautiful unique style of which they are proud of and worked hard for, so the answer to that question is a no I'm afraid, I can not recreate a piece you have seen somewhere else. However since our website has been up we have seen similar items we make being made for a much higher cost which is upsetting to us. As i started this business to bring people more affordable jewellery. 

Remakes and exchanges 

If I have purchased and don't want to go ahead can I get a refund? yes I can refund within 48 hours after the 48 hours we will refund minus 10% due to the fact we will have purchased your silver and admin fees.  

damages?

we inspect items carefully before they are sent out, we have a six month remake guarantee, so please send back to me for inspection, we will not replace, or repair if the item is resin with water or sun damaged which has obvious signs of this resulting in the care sheet not being followed, we pop a care sheet in with every order.  (please see taking care of jewellery further down)  But if the problem is with the base etc, then sincerest apologies we have no problem in making a repair or replacing for you. 

Do you have a brochure?

We are a small family business so we do not have brochures to send out, all our products are listed on here and fully detailed. 

 

 

                                   IMPORTANT; how to care for jewellery  

(please note this does not apply to the ashes into silver pieces, the ones with the ECO friendly sticker, these have no rules) 

Things to avoid, remove your resin jewellery when doing the following

(fine silver collection excluded ie Hugos heart or circle of love collection) 

  • using sunbeds 
  • in the sun 
  • washing up (rings) & using cleaning chemicals. 
  • showering/bathing
  • take off when in harsh UV rays
  • putting on lotions
  • putting on perfume
  • spraying your hair
  • swimming
  • cooking with ingredients that contain sulphur 
  • fake tanning products

 

Sterling silver and resin do not like humid wet conditions. Oxidation is caused when oxygen comes into contact with sterling silver (tarnish), to prevent this, store your jewellery in a little box, in an area with low humidity. With all sterling silver, unless it is rhodium plated which is costly, tarnish can occur if not looked after. Use a silver polishing cloth Keep your jewellery dry but do not use the polishing cloth on the actual ashes cabochon.