Frequently Asked Questions

Your Questions Answered

Here at Timeless Memorials, we understand you might have questions about creating your unique memorial piece. We've gathered the most common queries to guide you through the process.

Can I drop off my inclusions or collect my finished order in person? Yes. We offer an appointment service for direct drop-offs of inclusions and collections of your finished gifts from our address in Chesterfield, Derbyshire. This can save you postage costs and provides extra peace of mind for your precious items.

How do I get my inclusions (ashes, hair, or fur) to you if I am not local? Once you've placed your order, we'll provide clear instructions on the safest way to send your precious inclusions. For your convenience, we offer an Ashes Collection Pack (at a small cost) which includes everything you need. This pack can also include a ring sizer if you need one. We typically require a small teaspoon of ashes or a small snippet of hair/fur for jewellery items. For larger pieces, we'll discuss the exact amount needed during your consultation. Any unused inclusions will always be respectfully returned to you.

What can be encased in my jewellery? Our main inclusions are ashes, hair, or fur. However, we can also encase other sentimental items like sand, breastmilk (at a small additional cost), or even small pieces of clothing. Please discuss your ideas with us.

What should I know about ashes and hair/fur appearance?

Ashes: While most ashes appear white, their colour can vary, sometimes even appearing darker or black. If your ashes are darker than expected, we'll contact you before making your item to discuss how you'd like us to proceed.
Light Hair/Fur: Light-coloured hair (blonde and grey) or fur can become transparent when encased in resin, meaning it might not be highly visible to the naked eye. If we think this might be the case with your inclusion, we're happy to create a small test piece for you. This allows you to see how the hair reacts before we make your final item, and you can then decide if you wish to proceed. Many clients are still happy to encase the hair regardless of its visibility, knowing it's always there.

What colours can I choose? We offer 45 colours and opals to choose from! you can view these online or in person if you book an appointment. Please keep in mind that colours might look slightly different depending on the jewellery setting and the device you're viewing them on.

Ordering & Shipping

Do you ship worldwide? At the moment, we only ship within the UK. Unfortunately, due to new regulations (GPSR), we're currently unable to ship to Northern Ireland.

How do I place an order? You can order through our website, social media pages, or face to face during a pre-booked appointment. Please reach out via our contact page to discuss your requirements. We're happy to process orders via PayPal or card payments.

Jewellery Details & Care

What are your items made of? Our jewellery is crafted from 925 Sterling Silver or 9ct Gold, unless otherwise stated. All 925 Sterling Silver jewellery weighing over 7.78g and all 9ct Gold jewellery is hallmarked at the Assay Office for your assurance of quality. We use only the highest quality resins, extensively tested for durability.

How do I know my ring size? The most accurate way to get your ring size is to have your finger measured by a professional jeweller. We offer ashes collection packs that include a ring sizer for a small cost, or we can advise you where to purchase one. For accuracy, we cannot accept ring sizes measured with string or tape. It's crucial to get your size right as we can't be held responsible for incorrect ring sizes. If you're local to Chesterfield, you're welcome to book an appointment, and we can measure you ourselves.

How are my inclusions stored? Upon receipt, all inclusions are carefully stored in a sealed bag with your order details and chosen setting until they're ready to be used. When it's time to create your piece, inclusions are only handled in a safe, sterile environment, and we work on one order at a time. We treat your loved one's inclusions with the utmost care and dignity, and no inclusions are ever discarded.

How long will my item take to make? We usually have an estimated timescale of 5-8 weeks. Please note that most gold items are made to order and can take approximately 10 weeks to arrive with us, as this includes the hallmarking process. We will discuss with you directly if there are any delays.

What will my jewellery come with? All jewellery arrives in branded gift packaging, complete with a cleaning cloth, wildflower seed, tissue, chocolate and essential care instructions (subject to change depending on availability). All sterling silver pendants include a choice of chains. Gold pendants are provided without chains, but we can source them for you at an additional cost if needed. Our jewellery packaging is of the highest quality and is anti-tarnishing. Your unused inclusions will be respectfully returned in a branded gift pouch.

How will I receive my order back? The cost of postage back to you is the customer's responsibility. We keep this separate from the jewellery cost as many clients prefer to drop off and collect, avoiding unnecessary postage fees. We send all completed items via Royal Mail 24hr Tracked Delivery or Special Delivery upon request.

How should I care for my jewellery and resin gifts? Detailed care instructions for your jewellery and resin gifts are available on our Resin Care page and will also be included with your order. Following these guidelines is essential to keeping your cherished piece in the best possible condition.