Browse Categories
Welcome to my

Frequently Asked Questions

 

How do I get the Ashes to you?

UK orders: After purchasing your Ashes piece we will send out a collection pack. 
This will have everything you need to collect the ashes and send them to back to us. 

WORLDWIDE: We are happy to send a collection pack anywhere in the world, we do suggest that you send us a teaspoon of ashes in a grip lock bag as this will help us get your jewellery back to you faster. We would also love pictures and information about the pet/person sent to us with the ashes or via message. We will message you our address once jewellery has been purchased. Please send your ashes tracked and signed for, we can not be held responsible for any lost ashes.

 

 

What if something happens and the stone falls out?

No worries. If it's been less than 30 days of shipping, then you can send your item back and I will replace a stone for you with no charge.

If it's been after 30 days, feel free to still send it back to me. I will replace the stone. The cost variesfrom£25 and up. Shipping fees will be applied if 30 days have passed.

 

 

What if my ring band or chain breaks?

No worries. If it's been less than 30 days of shipping, then you can send your item back and I will replace the band or chain for you with no charge.

If it's been after 30 days, feel free to still send it back to me. I will replace the stone.

The cost varies from £5 and up. Shipping fees will be applied if 30 days have passed.

 

 

Can I return an Ashes Order?

I'm afraid we cannot accept returns or refunds on Ashes orders unless damaged when received in the post.

If it arrives damaged, please message immediately so I can help resolve any issues.

I must have the item returned to me to evaluate the return. If I can't, I will return the item back to you if It isn't salvageable.

Shipping fees will be applied.

 

 

Can I return Custom or Personalised orders?

I'm afraid we cannot accept returns or refunds on Custom or Personalised orders unless damaged when received in the post.

If it arrives damaged, please message immediately so I can help resolve any issues.

I must have the item returned to me to evaluate the return. If I can't, I will return the item back to you if It isn't salvageable.

Shipping fees will be applied.

 

 

Care instructions

While we try and make sure we used the strongest metals possible, the stones, however, are precious and may break, chip or fall out if not cared for correctly.

Please do not hit your jewellery against any hard surfaces as this can damage the stone and metal.

Avoid contact with cosmetics, hairspray, perfume, household chemicals & smoke

We recommend removing rings and bracelets while cleaning and also necklaces as some of the utensils and heat can damage your jewellery. 

Don’t place your jewellery in direct heat or under the sun for too long because it may make the stone brittle or the metal warp.

Please keep all jewellery away from young children as they can be a choking hazard and the chains have to potential to break when pulled on

 

 

Sizing

Please note for Phoenix and Full Band rings we size the rings according to the Official International Ring Size Chart.

We cannot accept returns due to incorrectly sizing your finger.

We recommend going to get your finger measured by a jeweller or getting a ring sizer as once the stone is blown into the ring it cannot be removed.

All sizes for all our items are stated in the descriptions.

Adjustable rings should not be manually adjusted. Please seek a jeweller to help. Manually manipulating the ring could cause the ring to break

 

 

Gift wrapping and packaging

Our Ashes and custom Jewellery comes gift boxed with a colour coordinated ribbon. 

Our Meteorite and Moon Dust Jewellery come gift boxed and with a certificate of Authenticity including the genuine holographic stamp with your unique authenticity code.

You can have gift boxes customised with your own message for no extra cost, please leave a comment after purchase.

 
 
 
 
 
 
 
 
 
 
 
Shipping & Delivery
All our Products are Handmade to order, each piece can take up to 30 days to be made. If you need your order by a certain date please contact us before placing your order as we cannot issue a refund on Ashes and custom order. We will ship all orders once all pieces are finished.
 
UK orders:  
Orders under £25 will be shipped by 1st class stamp, we receive a proof of postage on all our post. 
Orders over £25 will be shipped by 1st class signed for Royal Mail. 
 
Worldwide orders:
All orders shipped World Wide will be sent via air mail. (Tax may be added within your Country this is your responsibility as the customer to pay this when item enters your Country)
We keep all proof of postage receipts in case we need to find lost orders. 
Please contact us if you do not receive your item within 21 working days once shipped
 
Collection:
Collection only at Asda West Swindon on 
26th, 27th & 28th May 2018
23rd, 24th & 25th June 2018
21st, 22nd & 23rd July 2018
18th, 19th & 20th August 2018
29th, 30th September
1st, 20th, 21st & 22nd October 2018
24th, 25th & 26th November 2018
 
Any orders you would like to collect must be placed 14 before the first show day for that mounth.
Ashes or custom orders may require a longer time period for compleation. We will contact you if this is the case.
If you change your mind on collaction, you can still have it sent to you. Please get in contact with us. Shipping fees will apply.
 

Shipping & Delivery For Ashes Pieces 

All Ashes pieces UK or Worldwide are sent Special delivery.
 
Privacy & Security
All images sent to us are kept on a secure computer within our workshop, We have a high-security system on all our computers. Every image is deleted after the order has been sent. We do not keep your images once we have used them.  
Returns & Replacements
Sorry we can not accept any returns as every item is custom made. If we have made a mistake on your order (wrong colour, wording etc.) please send up a picture via e-mail. We will offer a refund or a replacement product. 
Ordering
When placing an order online please make sure all information is correct, as any mistakes cannot be rectified once products are made.
Payment, Pricing & Promotions
We accept Paypal and all card payments. We do not accept Cheques or cash on our website sales. 
All Sugar products are Priced individually, we are not eBay and do not accept offers. We are happy to do bulk order discounts, please e-mail us for a consultation (this will be in person, via phone call or Skype call) 
Promotional codes can be used at the checkout, you can only apply one code per transaction. 
Viewing Orders
You will receive an e-mail that you can view your order on. You have 1 hour to rectify any mistakes you have made, after this hour we cannot offer a refund or change your order. 
Updating Account Information
Please sign up for our Newsletter if you would like exclusive offers, discounts, and new product information.