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, inclusions, cancellations, warranties, and other aspects of the service 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.

Work is considered to have begun once your inclusions have been received and production preparations have commenced.

Due to the personalised nature of keepsake jewellery created using customer-supplied inclusions, certain cancellation and refund rights may not apply once work has begun.

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

Full details are available in the Refunds & Warranty Policy. 

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 returned using the pre-labelled materials provided in your Collection Kit, or otherwise clearly identified if alternative packaging has been agreed
  • each order is assigned a unique 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.

All inclusions are photographed, documented, and stored individually throughout the creation process.

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 & Exchanges

Refunds are available only before work begins.

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

Because each piece is created specifically using your inclusions, exchanges are subject to the terms outlined in the Refunds & Warranty Policy.

Full details regarding refunds, cancellations, exchanges, repairs, and warranty coverage are available in the Refunds & Warranty Policy.

6. Shipping

Collection Kits, sending inclusions, tracking, processing times, and delivery information are covered in the Shipping Policy.

7. Warranty

Outbound shipping (finished pieces)

Every piece comes with a lifetime craftsmanship warranty.

Full details regarding warranty coverage, exclusions, repairs, and support are available in the Refunds & Warranty Policy.

8. Materials & Natural Ageing

Precious metals, resin, plating, and other jewellery materials naturally change over time through normal wear and ageing.

Information about material characteristics, durability, and expected ageing can be found in the Materials Guide.

9. Jewellery Care & Repairs

Information about jewellery care, cleaning, polishing, storage, and repair services can be found in the Jewellery Care Guide.

If your piece requires assessment or repair, you are always welcome to contact the studio.

10. Existing Jewellery

In some cases, inclusions may be added to existing jewellery if the design allows for it.

This is assessed on a case-by-case basis to ensure the piece can safely accommodate resin or inclusion settings.

11. 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.

12. Contact

If you have any questions about your order or these Terms & Conditions, you're always welcome to get in touch.

I'm here to help.