Help & Support - FAQs
Personalised Memorial Jewellery FAQs
1
How do I start the process?
To get the process of creating your piece started, you just need to choose which piece you'd like from the collection and order it. That alerts me, and I start to prepare your welcome pack.
2
Do I need to post ashes?
No. Ashes and inclusions are handed directly to your jeweller in person rather than sent through postal systems so that you can relax knowing your loved one is safe. If distance makes this difficult, alternative arrangements can be discussed.
3
Who handles the ashes/inclusions?
Ashes and inclusions are ONLY handled by your jeweller (me) throughout the entire process from beginning to end.
4
Can I meet my jeweller in person?
Yes. An appointment is made after an order has been placed to discuss designs, handover inclusions or view options in more detail.
5
Is any part of the process outsourced?
Absolutely not. Pieces are personally created and handled ONLY by me throughout the process, with no anonymous workshops or production chains involved.
6
How are ashes stored and handled?
Ashes and inclusions are treated with great care, respect and discretion throughout the process. Each Personalised Memorial Jewellery order and its inclusions are kept in a sealed envelope, separate from any other until the moment it is worked on. Only one piece is EVER worked on at a time to guarantee there can be no cross-contamination. For additional reassurance, photographs of the ashes set into the piece can be provided before sealing, and video recording may also be available on request. Certificates of authenticity are also provided.
7
How much ash or inclusion material is needed?
Only a very small amount is needed to create your piece and you will be provided with everything you need to make sure you give the correct amount. Exact amounts will depend on the design chosen. As a rule, just ¼ of a teaspoon is generally more than enough for one piece.
8
Can fur, hair or other inclusions be added?
Yes. A wide range of inclusions can be incorporated into memorial jewellery and keepsakes wherever physically possible.
9
How long does the process take?
Timescales can vary depending on the design and level of customisation. Estimated turnaround times will always be discussed before work begins but they can range from a couple of days to about 6 weeks in some rare cases.
10
Can colours be customised?
Yes. Colours, finishes and design details can all be customised to create something personal and meaningful. I also do my best to ensure I never use the exact same colour, additions etc in any two pieces to make your piece truly one of a kind.
11
Will I receive updates during the process?
Yes. Clear communication is provided throughout the process, including updates where appropriate for reassurance and peace of mind. Additionally, you are welcome to get in touch at any point.
12
Can multiple inclusions be added?
Yes. Multiple inclusions can often be incorporated depending on the design and available space within the piece.
13
What if I’m unsure which design to choose yet?
Guidance and suggestions can be provided to help you choose a design that feels right for you and your loved one but ultimately, it must be your choice.
14
Can I see the ashes set into the jewellery before the final finish is applied?
Yes. Photographs can be provided before the ashes or inclusions are permanently sealed, and video recording may also be available if requested for additional reassurance.
15
What metals are used?
Unless otherwise requested, jewellery is created using 925 sterling silver. Alternative materials may also be available on request. Please see Number 23 for information on Gold Filled jewellery
16
Do you create bespoke Personalised Memorial Jewellery pieces?
Yes. Bespoke and custom designs can often be created to make your piece as personal and meaningful as possible.
17
My resin has dulled, can I fix it?
Yes. Minor surface marks can often be gently improved at home using the shine side of a nail buffer very carefully and lightly. For regular care, the jewellery polishing cloth provided with your order is recommended to help maintain shine and finish. Avoid harsh pressure or abrasive products.
18
Can more than one loved one’s ashes be included in a piece?
Yes. Multiple loved ones’ ashes can often be incorporated into the same piece, either blended together or separated into different settings depending on the design chosen.
19
What if I’m not happy with my order?
Customer satisfaction is my top priority. Every piece is created with great care and attention to detail. Clear communication is provided throughout the process, and any concerns will always be discussed fairly and compassionately. Existing 5-star reviews across Trustpilot, Google and Facebook reflect the level of care and service provided.
20
What if I don't know my ring size?
Don't worry. You will receive a universal ring sizer in your welcome pack so you can measure it over and over again until you are sure and then just drop me a message with your ring size or wait until you come for your first meeting. You don't need to know ring sizes when you initially place your order.
21
Use of AI
Some of the jewellery images on the site use AI purely to show where your chosen ashes, hair, fur or other inclusions and resin will sit within the finished piece. The actual design, shape and details of the jewellery are never changed or altered. I do this so I don't have to buy every piece upfront and pass those costs on to my clients. For reassurance, you can see real finished pieces on my Instagram and Facebook pages, and read my genuine customer reviews on Trustpilot and Google.
22
Can I pay on collection?
Unfortunately not. Payment is required in full before your order can be started, with no exceptions.
This is because each piece is individually made and may contain human/animal remains, including ashes, hair or other precious inclusions. Once your materials have been incorporated into a piece of jewellery, it cannot simply be resold if an order is cancelled or payment is not completed.
For this reason, all orders must be paid in full before I begin making your keepsake. This allows me to handle your loved one’s remains with the care and commitment they deserve, while also protecting both you and my small business. There are credit options available for those who want to use them.
23
What is the difference between Gold Filled & Gold Plate?
