FAQs
Here you'll find answers to the most common questions about ordering bespoke memorial jewellery from REMEMBER WHEN. If you can't find what you're looking for, please don't hesitate to get in touch — I'm always happy to help.
Do you ship worldwide?
At this moment we only ship within the UK. Unfortunately due to the new GPSR we are also unable to ship to Ireland.
How do I order?
If you select your chosen setting you will then be taken through a series of questions to build your setting and complete your order. If your item requires more designing than the standard colours we will send you an email after your order to discuss your exact requirements. If you are unsure about any designs or stages in the process please contact us.
How do I know my ring size?
Having your finger measured by a jeweller is the best option to get the right ring size. We do sell ashes collection packs with ring sizers, but we can also advise you where to buy them should you not wish to purchase the pack. We will not accept ring sizes measured with string or tape as they are extremely inaccurate. It is important to get your ring size right as we cannot be held responsible for a wrong ring size. If you are local to us we offer an appointment service where we can measure your ring size.
Some channel rings are measured in US sizes. Please select the closest size to your UK size using this mandrel. If your closest US size is smaller than your UK size then select the next US size up. If you have any questions regarding your size please contact us. If you purchase our ashes collection kit with ring sizer and are ordering a channel ring the pack will include a US ring sizer.
UK to US ring size conversion chart — use this guide when ordering channel rings. Hover to enlarge.
How do I get my inclusions (ashes, hair or fur) to you?
Once an order has been placed you will receive an email explaining the safest way to send your inclusions to us. We do offer an ashes collection pack (at a small cost) which includes everything you need to send your inclusions to us. These can include a ring sizer if needed. We ask for a small teaspoon of ashes and a small snippet of hair/fur for items of jewellery. Any inclusions not used in your item will be returned back to you. Ashes collection kits can be purchased on checkout of your order.
We do offer an appointment service where your inclusions can be dropped off and your finished gifts collected from our address. This will save on cost and also prevent your inclusions/jewellery having to travel in the post. We are based in Westhoughton, Bolton.
How are my inclusions stored?
Once received, all inclusions are stored in a sealed bag with your order details and setting until needed. Once we are ready to make your item they are only removed in a safe and sterile environment and only your order will be made at that time. No inclusions are discarded and we treat your loved one with the utmost care and dignity.
How do you handle my personal data?
Your privacy is of the utmost importance to us. All personal data collected as part of your order is handled in accordance with UK GDPR.
What are your items made of?
Our jewellery is made from .925 Sterling silver or 9ct Gold unless stated. We do offer channel rings in other materials such as Titanium, Tungsten, Ceramic and Stainless Steel but these will be labelled as such. All .925 sterling silver jewellery weighing over 7.78g and ALL 9ct Gold jewellery is legally hallmarked at the Assay Office in the UK. It is illegal for any business to sell without it. Please ask if you have any questions in relation to the hallmarking process. Please see the video below for more information.
Dealers notice video regarding Hallmarking
We only use the very best resins for our jewellery and gifts, tested by us for durability. Care instructions must be followed to ensure your jewellery or gift is kept in the best condition possible.
What colours can I have?
We have a wide variety of colours available to choose from. Please note that colours may vary depending on the style of setting and also depending on the device you are using to view. Some colours are also not suitable for hair and are labelled as such. Colour collections can be seen here.
What can I have encased?
The main items we use in my gifts are ashes, hair or fur. We are also able to encase other sentimental items such as sand, some flowers, and clothing etc.
Please note that ashes differ in appearance. Whilst the majority of ashes are white, they can vary in colour to black. If we receive your ashes and they are darker than expected we will contact you prior to making your item to discuss how we should proceed.
Light hair/fur can also go transparent in resin. It is important to note that this may mean it is not visible to the naked eye. If we feel this might be the case with your inclusion we are happy to make a small tester so that we can see how the hair will react prior to making your item. You can then choose whether you wish to proceed if the hair is not visible. Most clients are still happy to encase the hair whether it can be seen or not.
Can my item be engraved?
Most of our jewellery settings can be engraved. If your chosen setting is able to be engraved then there will be a choice on checkout to include your chosen words. Please note some smaller settings may be limited in the number of characters that can be engraved. Please see further regarding the engraving process on the Bespoke Engraving page.
How long will my item take to make?
Please see the announcement bar at the top of the home page for current timescales. Please note that some gold and some sterling silver settings are made to order and can take approximately 10 weeks to arrive with us. This also takes into consideration the time taken for the hallmarking process. Larger gifts may take longer than my current timescales. We will discuss with you should your gift be expected to take longer than stated.
Any bespoke engraving pieces that do not include the casting of ashes/hair in resin have much shorter timescales of about 2 weeks.
What will my jewellery come with?
All jewellery comes in a logo branded box with a cleaning cloth and care instructions. All sterling silver pendants come with a choice of chains. Gold pendants are provided without chains but there is a choice on checkout to add a chain to your order. Your inclusions will be respectfully returned in a branded gift pouch. A certificate of authenticity with your loved one's name provides the final touch.
We also offer a personalised presentation package upgrade for jewellery orders at a small cost — a lovely touch especially if your order is a gift. The upgrade includes a fully personalised presentation package: an engraved gift bag, a custom envelope to contain your authenticity certificate and cloth, and tailored packaging for your jewellery, whether that's a pouch or jewellery box. Please see the Presentation Packages page for further details.
How will I get my order back?
Postage back to you is included in all our prices. Ashes/hair jewellery or gifts will be posted with 24hr tracked delivery. Other items may be sent 2nd class. All orders over the value of £200 come with free Special Delivery. There is also an option at checkout to upgrade your postage at an extra cost to Special next day delivery for orders under £200.
What happens if my item is lost or damaged in post?
In the unlikely event that your order is lost or arrives damaged, please contact us as soon as possible and we will do everything we can to resolve the situation. We take every care in packaging your items securely to minimise any risk during transit.
How should I care for my jewellery and resin gifts?
Please see Resin Care for how to look after your jewellery or gifts. You will be provided with care instructions with your gifts.
