Q1: How long does an order take or can I have an update on my order? Or any questions about ETA's, progress, status or any other queries about how orders are "coming along" or "doing".

 

A: New orders are estimated to take around one month from receipt of your returned kit to when I post your final piece. Orders can take up two months from receipt of payment and inclusion kits being sent dependant on any external factors such as mail strikes or public holidays but please see the website for updates. You must read the terms and conditions prior to placing an order.

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Unfortunately I cannot give ETA's/progress reports, however you will receive a message with your proof photograph prior to commencing your final piece. After sending this photo you have 48hrs to approve the colour and otherwise to stay within lead times and for you to receive your product ASAP I will create your piece with my discretion. 

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By ordering from Luna's Legacy you are agreeing to the Terms and Conditions and  my lead times. Although I may not be able to provide individual updates if there is anything you need to contact me regarding please message or email via the contact page.

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Q2: Have you sent my kit? Have you received my inclusions back yet?

 

As soon as your order has been confirmed you will be sent your inclusions kit in the post the next working day. If you haven't received your kit within in two weeks, then please get in touch and I will resend this to you. Please ensure you double check your address for delivery is correct upon ordering and if there are any issues please get in touch.

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Q3: How do I send you my inclusions and how much should I include?

 

I will send you an inclusion kit following your order. Please allow time for it to arrive. You simply post the kit back to me, or you can bring in person to my home address by prior agreement if you are local. I must stress that you only include the amount shown on your inclusion kit guide and you retain any remaining inclusions. Please never send me all of the ashes, hair or fur that you have as they are very special and I cannot be responsible for loss you incur. If you do not have enough to send according to the inclusion kit guide please get in touch and we can discuss this but I can make a smaller amount work if needed. 

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Q4: I have paid for postage on my order why do I need to pay extra to send my inclusions?

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The postage you paid for is for me to return the finished jewellery and remaining inclusions to you via Royal Mail Tracked 48. 

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The postage charge only covers sending you the inclusion kit and the final product delivery and so the remaining postage of returning your kit is covered by yourself and you can choose the level of postage, I recommend so that the elements are not lost in the post that you return the kit via Tracked or Special Delivery.

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Q5: Can I order in time for special events, weddings or holidays?

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A: Yes! Please ensure that you mention the deadline required when ordering , this can be included in the comments box. Although I can never guarantee a given date due to unforeseen circumstances, I do pride myself in having a fast turn around and I will do my utmost to meet your order deadline where possible.

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Q6: Can I send you a photo of what I want?

 

A: No, as each piece is 100% unique due to the huge variation in the colour and texture of the hair, fur and ashes. No two pieces will look alike but my colour guide on each piece can be used for a reference. Please note there may still be a difference between pocket hugs and the final piece as the colour is hand mixed for each piece.

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​Q7: Can I see a photo before you send it?

 

A: I  do send a client a photo of a pocket charm for you to gauge the colour before creating your final piece and I may occasionally send you a photo of the final piece. The photo of your final piece is not guaranteed however. I often record the creation process of each piece for use on my social media platforms, I will message you to ensure that you are happy for me to do so and if you wish you can send me photos of your loved one or pet to include in the video. When posting I will dedicate the video in their memory and can include any further details you wish for me to use in the VoiceOver before it is posted. I will send you the link to the video once uploaded.​

Please remember that the ashes and hair/fur colour all affect the colour of the final piece and translucent or white hair may not be visible as a result. 

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Q8: Do you accept any other payment options?

 

A: No, for your protection and mine payment must be made via the checkout on the website using the official links provided to pay via card. Your statutory rights are not affected as stated in my terms and conditions.

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Q9: Can you send a better proof picture?

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A: All photos are taken using a smartphone and Lightbox and I will try to send the best quality whenever sending a proof pocket hug photo. All images are original and there is no use of AI. These photos however are just a courtesy to check you are happy with the colour you selected and so cannot be retaken and resent.

 

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Q10: How can I be certain you're not just using someone else's inclusions?

 

A: When your order is placed, prior to sending your inclusion kit I will use the information on your order such as order number, your name or loved ones name and put this onto the pots before they are dispatched to you. All of the inclusions are kept separate and I only work on one individual piece at a time so that there is no cross contamination. I clean down the station where pieces are made and all the equipment used to further prevent any cross contamination. As mentioned above I often film the process of making your piece as well.

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Part of the reason I started making pet memorial jewellery, when I lost my two beloved Labradors Luna and Stella, I was gifted some memorial jewellery myself. The comfort and love I felt from having my fur babies with me again and close by me always, was immeasurable. Every piece I make with pet ash reminds me of my own loss and I think it honours their memory to allow people to keep their own pets or family members physically close. The idea of even spilling any ash would be dishonouring them and the thought of deceiving anyone is unimaginable.

 

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Q11: Do your charms fit Pandora bracelets or Nomination bracelets?

 

A: Yes! For Pandora style bracelet charms (beads, dangle and core charms) these are all 925 Sterling Silver and pandora compatible. For my Italian link style charms they are all stainless steel and compatible with all Italian style link bracelets.

 

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Q12: My piece has gone yellow or discoloured can you tell me why this is?

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A: Your piece should not turn yellow as I use the highest quality jewellery resin when making your piece. However if a piece discolours it is usually due to exposure to something that has reacted with the resin.

Alcohol hand gel is a big problem for reacting but other elements that can react are perfumes, moisturisers, chlorine, sunbeds, fake tan and hair dyes etc. I please ask that you be as careful as possible to follow the included care instructions sent with the original purchase, these can also be found on the website. If your piece has yellowed within the first 30 days following delivery and all care instructions have been followed please get in touch with your order number and I will look to re-coat it for you for a small fee excluding postage. If your piece discolours outside of the 30 day window Luna's Legacy will not be liable for this but please get in touch and I will offer you a discount on a new purchase to replace the piece.

 

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Q13: My stone has come loose or has fallen off will you replace it?

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A: My jewellery is all made to last and should stand up to a certain amount of wear and tear. I make sure that the stone is well set before sending.

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That being said, if it is knocked there is a risk for the stone to become loose or may come off altogether. They should not dislodge or fall out if care instructions are carefully followed. You may not notice small knocks but they can weaken the precious metal over time. I'm always happy to repair my pieces but will apply a small charge to cover my time and postage is not included. ​Please get in touch giving me the original order number along with a photo of the piece. If you have lost the stone entirely please get in touch with a photo of the remaining jewellery, if there is no visible signs of wear and tear and the piece is within the first 30 days of delivery then I can offer a discount to create a replacement stone and set it in your jewellery. Luna's Legacy is not responsible for any loss or damage of stones and can refuse the right to repair or replace.

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Q14: Can I send you a piece of my existing jewellery for you to add a stone or inclusion to?

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A: If you wish to send me a piece of jewellery that you already own to add in an inclusion please message me prior to placing an order and this can be discussed to see if it would be possible with your piece as not all jewellery is compatible to add inclusions or use with resin.

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Q15: I received my ring but it doesn't fit what can I do?

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A: It is your responsibility prior to placing an order that you ensure that the ring is the correct size. This cannot be changed once the order is placed, unless you make immediate contact prior to me commencing your order. Ring sizers can be purchased at jewellery stores or via amazon for a few pounds, these are the quickest and most reliable way to measure your ring size and ensure you order the correct size. Alternatively you can purchase one with your order.

 

To check your ring measurement with a sizer make it into a loop and place it on your finger, then tighten the loop until it feels comfortable, then slide the sizer up and down your finger, ensuring it slides comfortably over your knuckle. Your size is the letter the arrow on the sizer is pointing to. If you purchase a ring as a gift please ensure it is the correct size prior to ordering.

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If when you receive your ring it is too big you can purchase ring size adjusters to correct this, however if the ring is too small I am unable to remove the stone created from the ring as this will damage it.  Luna's Legacy Jewellery accepts no responsibility for rings ordered in incorrect sizes. All rings purchased from Luna's Legacy Jewellery are checked and photographed on a ring sizing mandrel before they are created.

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Q16: My necklace or bracelet has snapped what can I do?

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A: If the chain of a necklace snaps unfortunately this the responsibility of the customer as care advice sheets are provided for each piece and all pieces are quality checked prior to creation of your jewellery and again before postage.

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If your leather bracelet has snapped within the first 30 days following delivery please get in touch and send a photograph of the break and your order number and I will advise how this can be repaired, although as long as care instructions are carefully followed this should not happen.

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Q17. Do you make jewellery with Breastmilk, dried flowers or any other inclusions?

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A. At this particular moment in time I am not able to preserve Breastmilk or Flowers so unfortunately can't offer that service.

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I can however add other inclusions for you, such as a piece of clothing, pet blankets, a small piece of a pet's collar etc.

I would only need the tiniest amount. I can also incorporate horse hair, whiskers, strands from feathers and depending on the size of your piece baby teeth from puppies, kittens or humans.

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Please message me for more information.

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Q18. Do you offer an engraving service?

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A. I currently do not have the means to engrave my items, but many pieces are suitable for engraving and a local jeweller will be able to arrange this for you.

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Q19. Do you ship internationally?

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A. Not currently. I am not GPSR compliant so am unable to provide my services outside the UK.

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Q20. Do you charge extra for multiple or mixed inclusions?

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A. No, it is the same price whether you decide to have single inclusions (i.e just hair/fur or ashes) or double inclusions (i.e both hair/fur and ashes). I can also use a combination of ashes or hair/fur from multiple loved ones or pets in your piece depending on the size of the jewellery you select.