Refund And Returns policy

Overview

Our refund and returns policy lasts 30 days from the date you receive your order. If 30 days have passed since you took delivery, we are unable to offer a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. We also need to see a receipt or proof of purchase.

Please do not send your return to the manufacturer. All returns come back to us at the address provided in any email correspondence.

My Kit Has Gone In The Post Without A Stamp, What Happens Now?

This is far and away the most common worry we get a panicked message about, and honestly, please don’t worry. It happens more often than people think, and it’s never a disaster.

Whenever a parcel goes into the postal system without enough postage on it, one of two things tends to happen. Most often, the post office picks up on the missing or short postage and the parcel is returned to the sender’s address (which is you), usually with a small note explaining what went wrong and how to top up the postage. Occasionally, it makes its way to us with a “postage due” slip, and we’ll cover the small fee at our end and let you know it’s safely with us.

The important part is this. Your loved one’s ashes are not lost. Royal Mail (and most other postal services around the world) do not destroy or dispose of underpaid mail. It either comes back to you, or it gets to us, and either way we sort it out together.

If it’s been a few days and you’re worried, contact us with your order number and we can keep an eye out for your parcel arriving at our end. If it comes back to you, just add the right postage and pop it back into the post. No harm done. We’ve been doing this for over twenty years and we’ve never had ashes truly go missing because of a missed stamp.

Items We Cannot Accept

Because of the nature of what we do, certain items are exempt from being returned. These include any product that has been opened, used, or has had ashes added to it, since we cannot resell a bespoke product that has been customised to a specific loved one.

Other items we don’t accept for return:

• Gift cards
• Downloadable products
• Custom kits that have already been used to send ashes to us
• Bespoke tattoo ink that has already been infused with a client’s ashes
• Some health and personal care items

We don’t accept returns of perishable goods, intimate or sanitary items, hazardous materials, or flammable liquids or gases. None of these apply to most of what we ship, but we list them for completeness.

Partial Refunds

Partial refunds may be granted, at our discretion, in the following circumstances:

• Any item not in its original condition, that is damaged, or has parts missing for reasons not down to us
• Any item returned more than 30 days after delivery
• A kit returned with obvious signs of use

Refunds

Once your return is received and inspected, we’ll send you an email confirming we have it. We’ll then let you know whether your refund has been approved or rejected.

If approved, your refund will be processed and a credit applied automatically to your original payment method. Depending on your card provider, the refund can take a few working days to show in your account.

Late Or Missing Refunds

If you haven’t received your refund yet, please work through these steps before getting in touch.

First, check your bank account again. Then contact your credit or debit card company, because there is often a delay between the refund being issued and it being officially posted. Finally, contact your bank, since they may also have a processing period before the credit appears.

If you’ve done all of the above and your refund still hasn’t arrived, please contact us and we’ll look into it for you.

Sale Items

Only items bought at full price are eligible for refund. Items bought during a sale or with a discount code are non-refundable.

Exchanges

We only replace items if they are defective or damaged on arrival. If you need to exchange yours for the same item, contact us and we’ll talk you through how to send it back.

Gifts

If your order was marked as a gift at checkout and shipped directly to you, you’ll receive a gift credit for the value of any approved return. Once your return is received and processed, a gift certificate will be issued to you.

If your order wasn’t marked as a gift, or the buyer had the order sent to themselves to give to you later, any approved refund goes back to the original buyer.

Return Shipping

To return a product, please contact us first so we can give you the correct return address and check the return is eligible.

You’ll be responsible for the shipping cost of returning your item, and shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.

Depending on where you live, exchange items may take a little time to reach you.

For higher-value items, we strongly recommend a tracked, signed-for shipping service or shipping insurance. We can’t guarantee receipt of a returned item that isn’t tracked.

Need Help?

If you have any questions about a refund, an exchange or a return (or your kit has gone missing in the post), please get in touch with us and we’ll be happy to help. Our team replies quickly, and we’ll always treat your situation with the same care we treat every order.