Shipping Policy

Processing Time

Each piece is handmade with care using your inclusions. Current processing time is 10–12 weeks from the date your inclusions are received. If you need your piece by a specific date, please reach out before ordering to confirm availability.

Shipping Responsibility

Once your parcel has been handed to the postal service, it is in their care. Moments Remain is not responsible for parcels that are lost, stolen, delayed, or damaged during transit.

If you would like protection against loss or damage, shipping insurance can be added. Please reach out to me personally if you wish to talk through your options. This insurance covers the cost of replacement if your parcel is lost or arrives damaged. If an issue arises, you’ll need to file a claim directly with the carrier, and I’ll support you through that process. 

Sending Inclusions

Customers are responsible for the cost of sending inclusions to Moments Remain. Please follow the packing instructions carefully and ensure your inclusions are clearly labelled using the unique Identification Number (ID) provided in your collection kit or email. 
The method of sending depends on your inclusion type: 

  • Pet ashes, fur, and hair may be sent by standard post or courier.
  • Human cremated remains cannot currently be sent via An Post or standard postal services, as they appear on the prohibited items list. If you are sending human ashes, please contact me before placing your order so we can arrange a suitable collection, drop-off, or courier option.

Customers are responsible for ensuring their chosen sending method complies with relevant postal and courier regulations. Moments Remain cannot be held responsible for parcels seized, delayed, or refused due to non-compliance with carrier rules. 

Customs & Import Taxes

We are not shipping internationally at this moment, but are actively working on finding a suitable courier service to transport human and animal remains in a dignified, safe and legal way.   

Shipping Location

All pieces are shipped within Ireland. Tracking is provided once your parcel is dispatched.