FAQ

How long will my keepsake take to make?  We aim to deliver all sterling silver keepsakes within 10-14 days of receiving your ashes/hair. We aim to deliver all 9ct gold keepsakes within 35 days of receiving your ashes/hair. 

Do you send back any ashes/hair? Yes, we do not store any remaining ashes/hair here. We return this back to you with your keepsake. We always recommend that you keep a small amount of ashes/hair somewhere safe, incase of the unfortunate incident of loss, theft or damage to your keepsake. 

Will my keepsake be hallmarked? In line with British Hallmarking Laws, items made from Sterling Silver (925) weighing less than 7.78g are not required to be hallmarked. We therefore do not hallmark these items. All items made from 9ct gold require a hallmark. Please allow additional time for these items to be sent to the London Assay Office for hallmarking. 

I've changed my mind, can I cancel my order? We offer a 7 day 'cooling off' period if you change your mind. If we have already sent you an 'inclusions Pack' we will deduct £5.00 from your refund amount. We do not accept cancellations after the 7 day cooling off period as we will have already started making your keepsake. See our refund policy for further information. 

What happens if my keepsake is faulty or incorrect? We thoroughly check each keepsake before we carefully package and post it. If you find a problem with your order then contact us straight away via email and we will aim to resolve this as soon as possible. Every keepsake comes with a 12 month warranty from manufacturing fault. This does not cover accidental damage.

Can I include ashes from more than one person or pet? Absolutely! Once you have placed an order pop us an email quoting your order number and we will make sure we supply your 'Inclusions Pack' accordingly. 

 What is my keepsake made from? Each keepsake is made using precious metals, and high quality UV resin and mica powders.

- The sterling silver and gold we use is sourced from a UK based supplier, who only supply recycled metals. This in no way impacts the quality of the piece as all metals are of hallmarking standard. They are recycled from things such as unwanted jewellery and medical equipment.

- The resin we use is the best available on the market, with higher levels of durability as well as the best non-yellowing properties. It is also non-toxic. 

How do I care for my keepsake? We send out a care advice card with all orders, this will help keep your keepsake looking its best for many years to come. You can also read more about this in the ‘Keepsake Care’ section.  

I'd love a keepsake but I'm not ready to buy yet, will prices change? As prices of precious metals fluctuate daily, we try to keep our prices as affordable as possible. Sometimes this is out of our control, as varying factors can dramatically impact the price of silver and gold such as world events and market changes. Sign up to our mailing list where we will send you updates, and occasionally offers.