Care, Handling & Custody 

We recognise the significance of the inclusions entrusted to us and treat them with the utmost care, respect and discretion. Each order is assigned a unique reference and is carefully documented upon arrival. Inclusions are securely stored in a designated area and handled individually throughout the creation process. Only one order is worked on at any given time within the workspace, ensuring complete separation. All tools and surfaces are thoroughly prepared between pieces. From receipt through to completion, every stage is managed with precision, respect, and attention to detail. 

Return of Materials 

Any remaining inclusions are carefully wrapped and will be returned with your finished piece.

Care & Responsibility 

Entrusting us with ashes, hair, or fur is an act we regard with great respect. While we operate with rigorous care and established processes, these materials are, by their nature, irreplaceable. In the unlikely event of loss or damage while in our possession, our responsibility is limited to the value of the service provided. We are unable to accept responsibility for emotional or sentimental value, or for losses beyond our control. Nothing in this statement affects your statutory rights.

Ring Sizes 

It is the responsibility of the customer to order the correct ring size, we do not except returned due to mistakes made in the ordering process.

Feedback & Complaints 

We are committed to providing a considered and attentive service. If any aspect of your experience does not meet expectations, we welcome you to contact us directly. Please include your order reference and a brief outline of your concerns so we may assist you promptly. We will acknowledge your enquiry within 2 working days and aim to resolve all matters with care and fairness. Each piece is individually made, and any concerns are reviewed on a case-by-case basis.

Returns/Refunds 

Due to the personalised nature of memorial jewellery, we do not accept returns or offer refunds unless damaged or defected on receipt. On receipt if your piece is damaged or defected, please contact us with 2 days. You may be asked to provide photographic evidence for assessment. We will discuss the best way to resolve this with you.

Personal information 

We collect only the information necessary to fulfil your order and provide our service. Your details are handled with discretion, stored securely, and never shared beyond what is required for delivery and communication. You may request access to or deletion of your personal information at any time. We are committed to protecting your privacy at every stage.