We understand that losing a loved one is a terribly traumatic time for anyone, and that entrusting someone with your loved ones ashes can seem very daunting. Its normal to have many questions.
We have composed some questions and answers which we feel will be beneficial in helping you feel at ease with allowing us to work with your loved ones ashes.
How long will my order take from start to finish?
Our current time frame for orders is 4 weeks.
Once you have decided on which piece of jewellery you would like and have placed your order online, we will send out your order pack the next working day. This will be sent 1st class and you should receive this within 1-2 working days. Once we receive your loved ones ashes back into the studio, we will email you to confirm that we have received them begin to make your very special piece. Your keepsake will be sent back to you recorded delivery within 4 weeks of receiving your ashes, unless it's at peak times, (Christmas) therefore we will update order times on our website before you choose to order.
We strive to keep you updated with every step of your order. We will notify you either by email or text message each step of the process.
Do you post first class?
Absolutely! Your order pack will be sent first class, the next working day and your treasured pieces once complete will be sent first class recorded delivery so you can be sure that your precious keepsake will arrive back to you quickly and safely.
I'm allergic to nickel. Do you use real sterling silver?
Yes, all metals we use or stock are from reputable jewellers and are all from the UK. None of our metals contain nickel, as we understand this poses various allergies for many individuals and we want your keepsakes to be nothing but perfect.
Can I deliver my ashes to you in person?
Yes, that it absolutely fine. We want this process to be as enjoyable and stress free as possible for you. if you feel uncomfortable about sending your loved ones ashes via the post you are more than welcome to deliver them in person to our studio. Please use the contact form to make an appointment, alternatively call our studio to arrange. We will look forward to meeting you.
Where will the ashes be kept once I have posted them?
Once we receive your ashes, they are in such good hands. We secure your loved ones ashes in a sealing bag, which is labelled with a serial number, name and address along with a specifics sheet. These are then kept safe in a locked cabinet within our studio until we are ready to make your keepsake. Your loved ones ashes never leave the studio until they are ready to be posted back to you. We follow strict data protection when storing details, and strict rules when storing and handling ashes.
What if you don't have the specific colour I am looking for?
That really isn't a problem. We show only a basic range of colours which are our most popular colours, however we are more than happy to work with you to create a specific shade to ensure the perfect piece. Customer satisfaction is our main goal. we understand the diversity of individuals, that's why we stock a vast range of colours which can also be mixed to get that perfect shade for you to fall in love with before you order that perfect piece. Please send us a picture of the specific colour you would like and we will try to match it as closely as we can. We will confirm with you prior to making your keepsake.
How much ashes do I need to send?
When we send your free order pack out to you, we will include a small plastic spoon and zip lock bag. We only need a very small amount to make one keepsake piece for you. We do ask for a small teaspoon worth of ashes for each order. All remaining ashes will be sent securely back to you with your completed keepsake ( or kept on file for 12 months if requested, in case you decide you want more pieces in the future). Your order pack will contain everything required including clear instructions for collecting and sending your loved ones ashes back to us.
Are my payment details secure?
Absolutely. We use a very secure payment gateway. Our website is powered by stripe, allowing you to pay by credit or debit card. If you feel uncomfortable paying online we do accept cheque, cash in person if you live close to our workshop. If you would like to discuss alternative payment methods or have any other questions please don't hesitate to contact us. Our office hours are Tuesday to Saturday 8.30AM - 5.00PM.