We normally use Royal Mail or APC for all our deliveries; however, we reserve the right to select the most appropriate option to suit the products that you have purchased.
All parcels will either be scanned or require a signature upon delivery. Once your order has been dispatched you will receive either an email or text notification with your tracking information.
Keepsake Jewellery will not be responsible for delays caused by their couriers (such as bad weather or Christmas delivery) or any other matters outside of our control.
The delivery fee within the United Kingdom is paid by Keepsake Jewellery Ltd. Any delivery fee to return the product to us is to be paid by the Customer. For more information, please refer to our Refunds and Returns Policy.
Sending the Ashes
Ashes are no longer a forbidden item to send via Royal Mail as long as they don’t exceed 50 grams. When we send out your order pack we will enclose an instruction kit. We also advise that you send your pack to us Signed for so that you can track where your package is until it reaches us.
Depending on the product, most personalised orders take around 3-4 days to hand craft.
Our standard delivery time is around seven (7) working days. If you want to send your ashes directly to us without waiting for your kit to arrive please telephone us and we can tell you the best way to do this. Delivery time may exceed depending on the production and nature of the order.
If your order is super urgent, please email us on email@example.com and we can check if it is possible to ‘express’ your order.
How do I get an ashes collection kit?
Once you place an order for one of our pieces of jewellery, a full instruction kit on how to send us your ashes will automatically be sent out. It will include everything you need to be able to send us your ashes in a safe and secure way.
We do not send out kits prior to an order being placed. We have a very strict process in place which we believe is paramount when dealing with people's ashes. We have a zero cross contamination policy. When you place your order a unique order number is generated against your name, this is placed onto the ashes collection pack. This number with your name is on every document we have for you ensuring the safety of your loved one’s ashes. When we receive a person’s ashes back, we know exactly who they belong.
Our Jewellery can be shipped internationally. However, please contact us on firstname.lastname@example.org in the first instance. Any duties/customs/taxes costs incurred to the Jewellery outside the U.K. will be paid by the Customer.
For more information or any concerns, please send us an email on email@example.com and out Customer Support team will be happy to assist you.