Made with care. Returned safely to you.
Production times.
Once your inclusions have arrived safely with us, we’ll let you know they have been received and your jewellery can begin its journey through production.
Our usual production time is approximately 2-3 weeks from receiving your inclusions, depending on the piece you have chosen.
Each piece is individually created, so timescales can occasionally vary depending on the item ordered. If there is anything different about the expected timescale for your order, we’ll let you know.
We’ll always do our best to keep you informed if an unexpected supplier or courier delay affects your order.
Getting your piece home.
Delivery back to you is included in our prices.
All jewellery is returned using free Royal Mail Special Delivery. All other gifts are returned using Royal Mail 24-hour tracked delivery.
You’ll receive an email when your order has been dispatched, along with the tracking information for your parcel.
At present we deliver within the United Kingdom only. We are currently unable to deliver to Ireland.
Returned with the same care they arrived with.
Personal pieces are different.
Most Remember When jewellery is created specifically for the person ordering it. This may include your chosen size, design, personalisation and, most importantly, ashes, hair, fur or another precious inclusion belonging to you or your loved one.
Because these pieces are personalised or made to a unique specification, they cannot normally be returned simply because you have changed your mind once the bespoke work has been completed.
A memorial piece containing someone’s ashes, hair, fur or other personal inclusion cannot simply be placed back into stock and sold to another customer.
Change-of-mind returns
If something is wrong
Standard items may have different return rights.
If something isn’t right.
We want you to be completely happy with the piece you receive. If your jewellery arrives damaged, appears faulty, or you believe something is not as it should be, please get in touch.
We’ll look at the circumstances of your order and work with you to provide the appropriate solution. Depending on the issue, this may include a repair, replacement or another remedy available to you under your statutory rights.
Please contact us.
Need to change something?
If you notice an error in your delivery address, ring size, personalisation or another order detail, please contact us as soon as possible.
Because many pieces are made specifically for you, we may not be able to change certain details once production has started, but we’ll always do what we reasonably can to help.