FREQUENTLY ASKED QUESTIONS
HOW QUICKLY WILL I RECEIVE MY KIT?
Wherever possible kits are dispatched within one working day of us receiving the order. Kits are
sent by first-class post and should arrive with you within 3-4 days of placing the order.
HOW LONG WILL IT TAKE TO MAKE MY PIECE OF MEMORIAL JEWELLERY?
If you are ordering an in-stock piece of memorial jewellery, the finished item should be returned to you within 10 working days from when we receive your completed order. If you are ordering a gold piece, please allow around up to 6 to 8 weeks for processing time.
HOW LONG WOULD A MEMORY BEAR TAKE TO BE MADE ANDÂ ARRIVE?
If the bear is in stock it can take up to 10 working days from start to finish. This can display a resin
heart on the teddy or inside it. If the teddy is to be made from an item, you would like. Then this
can take about 14 working days to complete. You can have the option of the teddy wearing a resin
heart filled with ashes and a colour of your choice too. We can also provide a personalised ribbon
with your own words added.
WHAT ARE YOUR DELIVERY METHODS?
Delivery is free on all orders. Once your memorial Jewellery has been completed. You will receive
a dispatch notification email or text. If you would like the Next Working Day delivery that would be
an extra charge. The price would depend on the area it will be delivered to and its weight.
CAN YOU SEND MY ORDER TO A DIFFERENT ADDRESS?
Yes of course. We can deliver your order to another location. This includes your home and work
address, or even the funeral director. Please let us know accordingly.
WHAT METHODS OF PAYMENT ARE ACCEPTED?
We accept most credit and debit cards for payment. We require the payment in full at the time of
placing your order.
ARE THESE ITEMS REAL SILVER?
Yes. All items are British hallmark quality solid silver 925 most items are stamped sil or 925. Only
items over approx. 7.8 grams legally need a hallmark.
ARE YOUR EARRINGS AND CUFFLINKS SOLD IN PAIRS?
All items that would need to be sold in pairs i.e. earrings or cufflinks are sold and priced in pairs.
HOW DO I CHECK FOR UPDATES ON MY ORDER?
We will send you regular updates via email throughout the process to put your mind at ease. If for
you. Please check whether the emails have gone into your spam folder first.
WHAT IF MY PIECE OF MEMORIAL JEWELLERY IS FAULTY?
We photograph and quality check all jewellery when the item is finished making the piece, before
releasing for delivery. However, if you do notice a fault then please do not hesitate to contact us via
email or phone and we will always be happy to help you.
WHAT HAPPENS TO THE ASHES?
The cremation ashes will be treated with the dignified respect & care that they deserve. They will
remain in the sealed labeled bag until it is time to add them to the resin. This is done with the
utmost care. If there are more ashes than required to make the piece of Keep them Close
memorial Jewellery, these will be safely returned in a sealed bag, with the finished piece.
WHAT KIND OF RESIN IS USED?
At Keep them Close we use a highly specialised Polymer resin which is UV resistant. This means
that it will not discolour over time even if exposed to direct sunlight. This unique resin will not crack
or smash, and it comes in a choice of colour’s. The final form is made up of several layers of
coloured resin mixed with ashes. The final layer is a super-hard transparent one which protects all
the other layers. Once made, the ashes are permanently sealed within the resin and cannot be
removed. They will remain suspended and visible forever.
HOW DO I CARE FOR MY MEMORIAL JEWELLERY?
You can wear your piece of memorial jewellery most of the time. However, please do make sure it
is removed when, doing housework, sunbathing, applying perfume and lotion, showering and
bathing. If you are wanting to clean your jewellery, we would recommend using the cleaning cloth
provided in the pack and soapy water that won’t be too harsh on the piece.
IS THERE A WARRANTY ON THE JEWELLERY?
Keep them Close memorial jewellery comes with a 1-year warranty on build defects, and the
coloured layer has a one-year guarantee from the date of purchase.
CAN I INCLUDE ASHES FROM MORE THAN ONE PERSON WITHIN MY ORDER?
Yes, you can send us more than one set of ashes. This is a lovely idea for someone that may have
lost both parents, wish for them to be together always. Just make sure that you send enough, as
per the guide in here. The pot we send you will come in a sealed plastic bag. So please ensure
that you return or deliver in this.
CAN I HAVE MORE THAN ONE COLOUR IN MY PIECE OF MEMORIAL JEWELLERY?
Yes, certainly you can. We have a few selected pieces available that can include more than one
resin colour. Please pop in, call or email if you are unsure whether you can have more than one for
your chosen piece.
CAN I ADD HAIR INTO MY MEMORIAL PIECE INSTEAD OF ASHES?
Yes of course you can. Just add a few strands of hair into the bag provided instead of ashes and
bring back, post or courier in the order packaging provided.
CAN YOU INCLUDE PET ASHES INTO THE MEMORIAL JEWELLERY?
Of course. You can include either pet ashes or fur into all our beautiful jewellery. Both is
acceptable to do at the same time though.
DO YOU OFFER JEWELLERY FOR MEN?
Yes, we offer a stunning range of memorial jewellery for men. This can include rings, pendants,
leather bracelets with a bezel attached and cufflinks.
WHAT IS DIAMOND DUST?
Diamond dust is the last layer that is added to the jewellery. It is not a glitter, or a sparkle and its
visibility can depend on the design you choose, resin colour, and also the ashes themselves. This
always incurs an extra fee.
CAN I GET MY MEMORIAL JEWELLERY ENGRAVED?
Yes, our memorial jewellery can be engraved. However, this is a service we subcontract out to be
achieved. This adds a further cost though. Yet it can be done by any jewellery shop that may
provide it too, for you to take.
WHAT HAPPENS IF I SCRATCH OR DAMAGE MY JEWELLERY?
We want you to treasure your jewellery piece forever. But accidents do happen. We offer a
refurbishment service which will include replating and replacing any missing pieces if necessary.
Please refer to the resin, gold and silver care within this booklet.