FREQUENTLY ASKED QUESTIONS

 WHAT DO YOU MEAN BY ELEMENTS OR INCLUSIONS ?

By elements and inclusions we mean anything that you would like us to include in your piece of jewellery. This could be human hair, animal fur or human/animal cremation ashes.

IM INTERESTED IN HAVING A PIECE MADE WITH A LOVED ONES FINGERPRINT. DOES ITS MATTER HOW OLD THEY ARE ?

Finger print quality varies greatly from one person to the next and a lot of factors can influence the detail seen in prints. Although there is no upper limit for age at which prints can be taken we do not recommend fingerprint pieces for children younger than 18 months due to the fact that their fingerprint details will not be as well developed possibly effecting the quality of print detail seen. A nice alternative would be to consider using a babies hand or footprint instead.

HOW MUCH HAIR OR ASHES DO I NEED TO SEND ?

Please never send us all of the elements. These are very very precious and although we promise to take incredibly good care of your elements there is always the possibility that for reasons out of our control that things may happen such as them getting lost or damaged in the post. 

I LIKE THE IDEA OF THE HAND/FOOT/PAW PRINT JEWELLERY UT CAN THIS ONLY BE DONE WITH VERY SMALL PRINTS?

This is a very common question. any size print can be used for our pieces. Each print is shrunk down in editing software so that it can fit onto your chosen piece.

WILL YOU USE MY ACTUAL PRINTS?

We will only ever use the prints supplied by you to create your piece. I f for any reason we do not feel that the prints are suitable we will contact you and discuss possible alternatives.

WILL MY PRINTS BE CHANGED

We will never completely change your prints. we will often use basic editing techniques to improve quality if necessary. when prints are shrunk down to fit onto jewellery detail may be less obvious.

THE RING I ORDERED DOESN'T FIT ?

All rings will be made to the size you have provided and we can not accept responsability if wrong size has been given to us. If however you feel we have made an error please get in touch with us with 10 days of reciept of item. after this time we will not be able to accept liability.

IF I PLACE AN ORDER HOW QUICK WILL I RECIEVE MY PRINT TAKING KIT?

Once an order has been placed we will post out a print taking kit within 1 week via 1st class post. if you need a kit urgently please contact us directly.

A LOVED ONE HAS PASSED AWAY PLEASE CAN YOU HELP ?

We are incredibly sorry that you have found yourself here for this reason. We appreciate this is a difficult time and will go out of our way to help with the collection of prints/elements. Please send us a message so we talk through your options and to discuss any way in which we can make the process easier for you such as communicating directly with funeral home etc.

I WOULD LIKE TO BUY A GIFT FOR SOMEONE BUT DON’T KNOW WHAT THEY WOULD LIKE

not a problem at all. We can provide either gift vouchers or a gift pack which contains everything the recipient needs to take prints and chose their own piece. 

CAN MY PIECE BE PERSONALISED?

Many of the items we make can be personalised. The option of personalisation will be listed if possible. If you have a specific request please contact us directly.

HOW DO I GET MY INCLUSIONS OR PRINTS TO YOU ?

PRINTS - with most prints we can work from clear in focus photographs that can be emailed to us. If original prints are required we will notify you via email. For fingerprint moulds, these will need to be sent to our contact address. 
INCLUSIONS/ELEMENTS -

Hair

A cutting of clean hair should be tied loosely with thread and placed inside a tissue and then inside an envelope labelled with your name. Put this inside another envelope and send to address below. Please do not sellotape. Approx 2-3cm long and 3mm thick will give best results but please send what you have.

If you are having multiple hair inclusions, please package each inlcusion separately.

Ashes

A maximum of 1 teaspoon should be sealed in ziplock bag or similar. Placed in another bag then envelope and sent to the address below. Please label the bag with your name. If you are required to declare the contents at the Post Office please say 'item for jewellery making'. Any ashes not use will be returned to you with your jewellery.

HOW WILL MY ORDER BE POSTED

Please see our shipping policy 

HOW MUCH IS POSTAGE?

UK postage is free with all of our orders. If you would like priority mail service or need orders shipping over seas please contact us prior to making an order.

WHEN WILL I RECIEVE MY ORDER?

every piece that is bought from us is handmade to order. For this reason we currently have a lead time of 6-8 weeks. This time may decrease or increase during busy or quieter periods. If you need your piece urgently or by a specific date please contact before ordering also that we can discuss this with you. Priority service is possible at additional cost but if timing is not discussed with us prior to you placing your order we cannot guarantee delivery any sooner than our average of 6-8 weeks. By placing an order we assume that you are understanding and in agreement of this .

I WOULD LIKE DIFFERENT STYLE OR LENGTH OF CHAIN, IS THIS POSSIBLE ?

As standard all necklaces unless specified are supplied on an 18” sterling silver ball chain. If you would prefer a different chain style or length please contact us

WILL MY PIECE BE EXACTLY AS THE PICS ON YOUR SITE?

The simple answer is no ! And why would you want it to be ? Each of our pieces is handmade specifically for you using your prints handwriting or elements. Every piece of hair or every sample of ashes we use will be different from each other and so no 2 pieces will ever be exactly the same. Our pieces are made by hand and not by machine so minor variations are always to be expected. This is actually the appeal of handmade. No one else will ever own a piece exactly the same as you.

HELP MY PIECE HAS TARNISHED ?

Don’t panick. All silver and gold will tarnish. This is not a fault. Please read our care instructions on how to look after your piece and to remove tarnish.

CAN I CANCEL MY ORDER

You have 7 days to cancel your order from point of sale. After 7 days and once we have received prints or elements we will start making your piece and therefore cannot accept cancellations from this point on.

WHAT MATERIALS DO YOU USE?

We use a combination of sterling silver 9ct gold and sterling silver clay to make our pieces. We also use resin to encapsulate elements. 

I WOULD LIKE A SPECIFIC COLOUR?

the colour options for use with our resin pieces are huge. If there is a specific colour that you would like but can’t see on our site please drop us a message

THE HAIR I SUPPLIED LOOKS DIFFERENT IN THE RESIN

In order to encapsulate your hair sample we set it into resin. This wets the hair. The paler the hair to start of with the more the chance of it looking slightly darker when set. Pale hair may also appear less prominent in the finished piece but we can help advice on colour options to best show the hair in your piece.

MY PIECE IS DAMAGED

please contact within 7 days if your piece arrives damaged or faulty. Each piece is guaranteed for 1 year and during this time we will repair or replace . This does not cover general wear and tear or damage caused by you

I NEED A PRINT KIT URGENTLY

Please contact as soon as possible so that we can help you in anyway possible

WILL MY PIECE BE HALLMARKED?

The Silver Keepsake Company is registered with the London Assay Office. When hallmarking our pieces only pieces which need to be legally hallmarked due to their weight will be hallmarked as standard. If your piece is under the legal weight but you would still like it to be hallmarked this is possible at an additional cost. Please contact us to discuss this. 

 

FREQUENTLY ASKED QUESTIONS

 WHAT DO YOU MEAN BY ELEMENTS OR INCLUSIONS ?

By elements and inclusions we mean anything that you would like us to include in your piece of jewellery. This could be human hair, animal fur or human/animal cremation ashes.

IM INTERESTED IN HAVING A PIECE MADE WITH A LOVED ONES FINGERPRINT. DOES ITS MATTER HOW OLD THEY ARE ?

Finger print quality varies greatly from one person to the next and a lot of factors can influence the detail seen in prints. Although there is no upper limit for age at which prints can be taken we do not recommend fingerprint pieces for children younger than 18 months due to the fact that their fingerprint details will not be as well developed possibly effecting the quality of print detail seen. A nice alternative would be to consider using a babies hand or footprint instead.

DO I NEED TO SEND ALL OF THE HAIR OR ASHES THAT I HAVE

Please never send us all of the elements. These are very very precious and although we promise to take incredibly good care of your elements there is always the possibility that for reasons out of our control that things may happen such as them getting lost or damaged in the post. any elements that we do not use will be returned to you. when sending ashes we usually ask for half a teaspoon. please feel free to contact us to discuss how much to send prior to placing an order.

I LIKE THE IDEA OF THE HAND/FOOT/PAW PRINT JEWELLERY UT CAN THIS ONLY BE DONE WITH VERY SMALL PRINTS?

This is a very common question. any size print can be used for our pieces. Each print is shrunk down in editing software so that it can fit onto your chosen piece.

I ALREADY HAVE PRINTS CAN YOU USE THESE ?

Most of the time we are able to use prints that you already have. If you would like to check the suitability of the prints please send us an email with a photo of them so that we can confirm that we can use them before you place an order.

I WOULD LIKE A PIECE MADE BUT I DON'T ALREADY HAVE PRINTS. CAN I STILL ORDER ?

On our site you will find easy to follow instructions on taking prints if you don't already have the. we can also send out a print taking kit Once and order is placed we we will send out a kit if requested.

CAN WE COME TO YOU FOR PRINT TAKING OR TO DROP OFF COLLECT ELEMENTS

At this time we do not have a bricks and motar shop and all of our pieces are created in my home studio. For this reason we can not have people come here.

DO I HAVE TO SEND THE ORIGINAL PRINTS?

We are aware of how precious original prints can be especially in the case of memorial items. In many cases such as with hand/foot/pawprints and ink fingerprints we do not need the originals and can work from in focus photos instead. If you have fingerprint moulds these may be able to be used to produced and digital ink print but if not or if you want a piece with an actual impression then it will need to be sent to us. We would recommend recorded delivery for this situation and they will then be returned to you with your finished item.

IF I SEND HARD COPIES OF PRINTS WILL THEY BE RETURNED TO ME?

any actual prints that are sent to us will be returned with your finished piece. it is advised to keep hold of these incase you ever wish to purchase another piece.

CAN I CHANGE MY MIND ABOUT PEROSNLAISATION DETAILS USCH AS ENGRAVING OR COLOUR ?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it was the first time you were visiting the site, you’d understand your answer.

I DON'T KNOW MY RING SIZE?

If you do not know your ring sizer you can purchase a ring sizer from us for a small cost.

WILL YOU LET ME KNOW WHEN YOU RECEIVE MY PRINTS OR ELEMENTS

yes. We will send an email confirmation that your previous elements have arrived safely with us.

I WOULD LIKE A PIECE MADE BUT NOT SURE WHAT EXACTLY I WANT

this is not a problem. We handmake our pieces so we are able to customise pieces exactly for you if you have an idea in mind. Please drop us a message if you’d like to discuss a bespoke one off piece 

HOW LONG DO I HAVE TO GET MY PRINTS OR ELEMENTS TO YOU ?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it was the first time you were visiting the site, you’d understand your answer.

IF I HAVE MORE THAN ONE PIECE MADE WILL THEY BE IDENTICAL

if you are ordering more than one of the same item we will do our best to make them as similar as possible. BUT please remember that each piece is handmade to order and therefore it is impossible to make 2 pieces exactly the same and there will likely be some minor differences. We actually think that this is one of the attractions of handmade items.

HOW DO I CARE FOR MY JEWELLERY

please visit our section on caring for your jewellery. Here we give detailed instructions on how best to look after your piece 

HOW DO I TAKE PRINTS ?

We have easy to follow instructions on taking different print types on our page including memorial prints

 

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