FREQUENTLY ASKED QUESTIONS

Once you place your order, we will send you a free Premium Collection Pack with everything you need to safely return ashes or hair to our UK studio.

We only require a very small amount, and anything unused is always carefully returned to you with your finished piece.

Your collection pack includes pre-paid labels, protective packaging, and clear step-by-step instructions, making the process simple and secure.

You can return your pack by dropping it off at one of over 40,000 convenient courier locations across the USA, and we will notify you as soon as it arrives safely with us.

Everything is designed to make sending ashes or hair from the USA simple, secure, and stress-free.

Once you have received your Premium Collection Pack, simply follow the step-by-step instructions provided to prepare your ashes or hair for return.

Your pack includes everything required for safe and secure international shipping, including protective packaging and pre-paid labels.

You can then drop your package off at one of over 40,000 courier locations across the USA. The process is simple, fully tracked, and designed to give you complete peace of mind.

As soon as your package arrives at our studio, we will notify you to confirm it has been received safely.

No — there are no unexpected import duties or hidden charges for US customers.

We make the process simple and transparent, so you can feel confident that the price you see is the price you pay.

All shipping is fully tracked and handled securely, with no surprise costs when your finished piece is returned to you.

Yes — we offer free tracked courier shipping on all US orders over $200.

For orders under $200, a flat shipping fee of $20 is applied at checkout.

All orders are sent using secure, fully tracked courier services, ensuring your jewelry arrives safely and reliably.

Yes — it is completely safe to send ashes through the mail when using our specialised collection kit.

We provide secure, labelled packaging and fully tracked courier services, ensuring your loved one’s ashes are handled with the utmost care at every stage.

Each order is handled individually within our studio, and any unused ashes are always carefully returned to you with your completed piece.

Our entire process is carefully managed and quality assured, ensuring that each piece is created using only the ashes or hair provided for your order.

Every item is individually handled within our studio, and we maintain strict processes to guarantee that the ashes placed within your piece are those of your loved one.

Our team understands what it means to create something so personal. Each order is treated with the same care, respect, and attention we would give our own loved ones.

You can read more about how we handle your loved one’s ashes safely, or get in touch if you would like us to talk you through the process.

Any ashes or hair that are not used in the creation of your piece are always carefully returned to you with your completed order.

We only require a very small amount, and everything is handled with the same care and respect throughout the entire process.

Orders typically take around 4 weeks to complete.

If you have any questions about timings or need your piece by a specific date, please feel free to get in touch and we’ll be happy to help.

Once your order is complete, we will contact you to confirm your delivery details.

All orders are sent using secure, fully tracked courier services, so you can follow your delivery every step of the way.

We will arrange delivery with you before dispatch to ensure everything arrives at a suitable time.

We prioritise safety and security, ensuring your piece arrives with you smoothly and reliably.

If you’re unsure of your ring size, don’t worry — you can still place your order.

Simply select “I’m unsure — please send me a ring sizer” from the dropdown on the product page. You can then proceed to checkout as normal.

We’ll include a ring sizer in your free collection pack, so you can measure your finger at home and let us know your size before your piece is made.

In our glass designs, the ashes are visible within the piece, creating a unique and meaningful finish.

Our Secrets Jewelry Collection is designed to be more discreet, with the ashes or hair carefully placed inside the piece so they are not visible.

Yes — we regularly create pieces using ashes from more than one person.

We can also combine ashes with hair or fur within a single piece, allowing you to create a truly personal memorial.

We only require a very small amount — typically around one teaspoon for most orders.

If you’re unsure, please feel free to get in touch and we’ll be happy to advise.

Any ashes or hair that are not used are always carefully returned to you with your completed piece.

No — we do not use resin in any of our designs.

Resin is a type of plastic that can discolor over time, shrink, and become damaged by water, soap, cosmetics, and cleaning products.

Instead, we use durable materials and traditional techniques to create pieces that are made to last.

You can read more about our resin-free approach here

Yes — we are expert glass and jewelry makers who use traditional techniques to create each piece by hand.

Every item is carefully crafted within our UK studios, ensuring a high level of quality, precision, and attention to detail.

We are confident you will not find better quality anywhere.

Yes — we can design and create bespoke jewelry or glass artwork tailored to your ideas.

If you have something specific in mind, please get in touch and we’ll be happy to talk it through with you, or guide you through our custom design process.

We have two large jewelry studios based in the UK where all of our manufacturing takes place.

While we don’t have a storefront in the United States, many of our US customers choose to speak with us via Online Video Consultation, where you can ask questions and view sample pieces from the comfort of your home.

If you are travelling to the UK, you are very welcome to visit us.

When ordering online, payment is taken securely at checkout.

If you prefer, we can also take payment during an Online Video Consultation, where we’ll guide you through the process and answer any questions you may have.

You can place your order directly through our website by selecting your chosen design and completing checkout.

If you would prefer guidance, you can also book an Online Video Consultation where we can talk you through the options and help you place your order.

If you have any questions at all, please feel free to get in touch — we’re always happy to help.

In the unlikely event that there is an issue with your order, we will always work with you to put things right.

If your item is not as expected, please contact us and we’ll guide you through the next steps, whether that involves a repair or replacement.