Terms & Conditions

1. Overview 

Moments Remain creates handmade memorial jewellery using the inclusions you choose to share. Every piece is crafted with care, intention, and respect. These Terms & Conditions outline how orders, payments, shipping, warranties, and cancellations are handled so you always know what to expect. By placing an order, you agree to the terms below.

2. Custom Work & Inclusions

Each piece is made specifically for you using your inclusions. Once I begin working with your inclusions, the process is permanent and cannot be reversed without damaging the piece.

This means:

  • refunds are not possible once work has begun
  • exchanges are not possible once work has begun
  • cancellations are only possible before work begins

Customers are responsible for the cost of sending inclusions to Moments Remain. The method of sending depends on the type of inclusion — please see Section 7 for full details.

3. Handling of Inclusions

(Ashes, Fur, Hair, Fabric, and Other Materials)

Your inclusions are treated with the utmost care and respect from the moment they arrive. Each order is processed individually to ensure that inclusions are never mixed, combined, or handled alongside another client’s materials.

To maintain clear chain‑of‑custody:

  • all inclusions must be properly labelled using the instructions provided in your collection kit or the emailed packing guide
  • each order is assigned a unique barcode and order identifier
  • inclusions are kept in separate, sealed containers throughout the entire process
  • only one client’s inclusions are worked with at a time

Any remaining unused inclusions will always be returned to you with your finished piece.

If inclusions arrive unlabelled or unclear, work cannot begin until the correct identification is confirmed.

4. Payments

All payments are processed securely through Shopify.
Orders must be paid in full before work begins.

5. Refunds & Cancellations

Refunds are available only if work has not yet begun.

If you cancel after sending your inclusions, the cost of returning your inclusions to you is your responsibility. Return will be arranged using an appropriate method for your inclusion type.

Orders cannot be cancelled once work has begun or once the finished piece has shipped.

Full details are available in the Refund Policy.

6. Exchanges

Because each piece is made with your inclusions and cannot be disassembled without damage, exchanges are only possible before work begins.

Once work has begun or the item has shipped, exchanges are no longer possible.

7. Shipping & Insurance

Outbound shipping (finished pieces)

Once your finished piece has been handed to the postal service or courier, it is in their care.

If you would like protection against loss or damage during transit, shipping insurance can be added at checkout. If an insured parcel is lost or arrives damaged, the carrier will cover the cost of replacement through their claim process.

Sending your inclusions to Moments Remain

The method of sending inclusions depends on the type of material:

  • 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 wish to use human ashes, please contact me before placing your order so we can arrange a suitable collection, drop-off, or courier option together.

Customers are responsible for ensuring their chosen method of sending inclusions 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.

Customers are responsible for the cost of sending inclusions to Moments Remain.

8. Warranty

Every piece comes with a lifetime warranty covering craftsmanship issues.

The warranty does not cover:

  • accidental damage, breakage, or wear‑and‑tear
  • incorrect ring size or material chosen at checkout
  • tarnish on non‑solid‑gold items
  • loss of the item
  • items altered or set by jewellers other than Moments Remain
  • damage caused by improper care, storage, or exposure to substances outside the jewellery care instructions

All jewellery must be cared for according to the care guidelines provided. Resin and inclusion‑based pieces are sensitive to water, chemicals, heat, and abrasion. Damage resulting from not following the care instructions is not considered a craftsmanship issue.

If something happens outside warranty coverage, I’m always happy to help with repairs or discounted replacements where possible.

For full details please see Refunds & Warranty.

9. Natural Material Behaviour

All jewellery materials change over time with normal wear. These changes are not considered faults or craftsmanship issues.

Resin

Resin is durable but organic. Over time, it may:

  • develop slight cloudiness
  • shift subtly in colour
  • react to UV exposure
  • show micro‑surface wear

These changes are normal and expected for resin‑based jewellery.

Gold Plating

Gold‑plated jewellery naturally wears over time, especially with daily exposure to:

  • water
  • sweat
  • soaps
  • lotions
  • perfumes
  • cleaning products

Gold plating is not suitable for daily wear. Wear‑through of plating is normal and not considered a defect.

Sterling Silver

Sterling silver naturally oxidises and darkens over time. This is a normal characteristic of the metal and can be polished or cleaned.

For detailed information about metals, finishes, and how your jewellery is expected to age, please see our Materials Guide and Jewellery Care Guide.

10. Resin Care, Polishing & Repairs

If your resin piece becomes cloudy, lightly scratched, or simply needs refreshing, it can be sent back to Moments Remain for assessment.

I can evaluate whether polishing, resurfacing, or repair is possible for your specific piece. Not all resin pieces can be fully restored, but many can be improved with careful work.

Customers are responsible for the cost of postage when sending items in for assessment or repair. I will always let you know what is possible before any work begins.

11. Altering Existing Jewellery

In some cases, I may be able to add inclusions to existing jewellery if the design allows for it.
This is assessed on a case‑by‑case basis to ensure the piece can safely hold resin or inclusion settings.

12. Privacy

Your inclusions, personal information, and order details are handled with respect and confidentiality.
For full details on how your data is used and protected, please see the Privacy Policy.

13. Contact

If you have any questions about your order or these terms, you’re always welcome to reach out. I’m here to help.