FAQ
Frequently Asked Questions
We understand that commissioning jewellery containing deeply personal elements can feel unfamiliar, emotional, or even overwhelming.
The answers below are here to guide you gently through the process, offering reassurance, clarity and transparency every step of the way.
If your question isn't answered here, you're always welcome to get in touch. There is never any obligation to place an order.
What is memorial and heirloom jewellery?
Memorial and heirloom jewellery is created to hold a small amount of a personal element — such as ashes, hair, fur, breastmilk, flowers or other meaningful keepsakes — allowing you to carry love, memory and connection in a wearable form.
These pieces often become treasured family heirlooms, offering comfort through the quiet presence of what they hold.
What personal elements can be included?
Heartstones® jewellery can incorporate a wide variety of meaningful personal elements, including:
• Cremation ashes
• Hair or fur
• Breastmilk
• Fabric fibres
• Dried flowers or foliage
• Soil or sand
• Pregnancy test caps
• Umbilical cord
• Feathers
• Other small sentimental keepsakes
If you're unsure whether your chosen personal element is suitable, simply get in touch. I'll always be happy to advise.
How much of my personal element is needed?
Only a very small amount is required — usually less than a teaspoon of ashes or a small lock of hair or fur.
Exact guidance will always be provided depending on your chosen design.
Any unused personal elements are carefully returned with your completed jewellery.
Do you use all of the ashes or personal elements?
No.
Only the amount needed to create your Heartstone® is used.
Any remaining ashes, hair, fur or other personal elements are carefully packaged and returned to you with your finished jewellery.
What happens to any unused personal elements?
Any unused personal elements are returned securely alongside your completed jewellery.
Nothing is discarded unless specifically requested by you.
Are personal elements treated respectfully?
Always.
Every commission is handled individually, with patience, care and respect.
Your personal elements are never mixed with another family's, and every stage of the process is carefully managed to ensure they remain identifiable, secure and protected.
Can more than one loved one or pet be included?
In many designs, yes.
Multiple personal elements can often be incorporated into a single Heartstone®, allowing you to honour more than one person or pet within the same piece.
Where necessary, only the amount required to create the jewellery will be combined. Any unused personal elements returned to you will remain separate.
Can I hand my personal elements to you in person?
Yes.
Many families feel more comfortable handing over ashes or other precious personal elements in person rather than sending them through the post.
Personal collection and hand delivery are available throughout South Wales and Bristol by arrangement.
For families further afield, personal collection may also be possible. I'm always happy to travel where I can, with a mutually convenient date arranged and travel costs agreed in advance.
If posting is the better option for you, secure postal kits are provided with everything you'll need.
How do I send my personal elements?
Once your commission is confirmed, you'll receive clear guidance explaining exactly what is needed.
For UK clients, collection kits include secure packaging, a prepaid return envelope and a complimentary ring sizer where applicable.
International clients will receive guidance on the safest way to send their personal elements.
Are my personal elements secure while they're with you?
Yes.
From the moment your personal elements arrive until your jewellery is safely returned, they're stored securely and handled individually throughout the entire process.
Every commission is carefully documented to ensure your personal elements remain identifiable and protected at every stage.
Is the jewellery suitable for everyday wear?
Yes.
Heartstones® jewellery is created using precious metals and professional jewellery-making techniques chosen for their strength, clarity and longevity.
Like all fine jewellery, it should still be treated with care. Removing your jewellery during heavy manual work, swimming, contact sports or when using harsh chemicals will help keep it looking beautiful for years to come.
A care guide is included with every order.
What metals do you use?
Heartstones® jewellery is handcrafted using precious metals, including sterling silver and solid gold.
Every eligible piece is hallmarked in accordance with UK regulations, providing assurance of its precious metal content and authenticity.
Are Heartstones® pieces hallmarked?
Yes.
All eligible Heartstones® jewellery is independently hallmarked in accordance with UK regulations.
This hallmark confirms the precious metal content of your jewellery while providing authenticity, traceability and reassurance.
How long does the process take?
Ready-to-wear designs are typically completed within 1–3 weeks.
Bespoke commissions are individually handcrafted and may take up to 11 weeks, depending on the complexity of the design.
Estimated timeframes will always be confirmed before you place your order.
Can I choose the colour of my Heartstone®?
Absolutely.
Every Heartstone® is made to order, giving you complete freedom over its appearance.
Alongside your chosen personal elements, you can select from an extensive range of colours, opals and genuine crushed gemstones to create something that feels uniquely yours.
We have access to the full Bello Opal catalogue, along with more than 60 genuine crushed gemstones held in our studio.
Whether you're inspired by a birthstone, a favourite colour, a meaningful place or simply a design you love, we'll work together to create something deeply personal.
Can I include more than one colour or gemstone?
Yes.
Many clients choose to combine colours, opals or gemstones to create a completely unique design.
Every Heartstone® is individually made to reflect your own story.
Will my jewellery look exactly like the photographs?
Every Heartstone® is unique.
Reference photographs provide guidance on style and colour, but natural variation should always be expected, particularly when personal elements are involved.
These subtle differences are part of what makes every piece one of a kind.
Can I request a completely bespoke design?
Absolutely.
Heartstones® specialises in bespoke memorial and heirloom jewellery.
Whether you have a clear vision or just the beginnings of an idea, I'll work closely with you to create a design that feels personal and meaningful.
Can breastmilk be used if it has been frozen or stored for a long time?
In many cases, yes.
If you're unsure whether your breastmilk is suitable, simply get in touch before ordering and I'll be happy to advise.
How do I know my ring size?
For UK commissions, a complimentary ring sizer can be included with your collection kit.
International clients are encouraged to have their finger professionally measured or use a ring sizer before ordering.
If you're unsure, guidance is always available.
Can memorial jewellery be resized or repaired?
Where possible, yes.
Whether resizing or repair is possible depends on the design and structure of your jewellery.
If your Heartstone® ever needs attention, simply get in touch and I'll be happy to advise.
Will I receive updates while my jewellery is being made?
Yes.
I know how important your commission is.
If there are any updates, questions or changes to your estimated completion date, I'll always keep you informed.
You're also welcome to contact me at any point if you'd like an update.
Do you offer payment plans?
Yes.
Flexible payment options may be available on selected commissions.
If you'd like to spread the cost of your jewellery, please get in touch before ordering and I'll be happy to discuss the available options.
Is memorial jewellery suitable as a gift?
Absolutely.
Many Heartstones® are commissioned as meaningful gifts for family members or close friends.
If you're ordering on someone else's behalf, timing, presentation and delivery can all be discussed to ensure the experience feels as thoughtful as the gift itself.
Do you ship internationally?
International shipping may be available depending on your location and current postal regulations.
Please get in touch before ordering so we can discuss the options available.
What if I change my mind?
Because every Heartstone® is individually handcrafted and often contains irreplaceable personal elements, commissions generally cannot be cancelled once work has begun.
Full terms and conditions are always provided before you proceed, so you'll have plenty of opportunity to ask questions first.
What if I'm not sure what I want yet?
That's completely okay.
Many families contact me before they've decided on a particular design.
Whether you'd like advice, have questions about colours or styles, or simply want to talk through your ideas, I'm always happy to help.
There is never any pressure and never any expectation to place an order.
Can I contact you before ordering?
Of course.
If you have questions, concerns, or simply need a little reassurance before taking the next step, you're always welcome to get in touch.
Whether you decide to commission a piece or not, I'll always do my best to help.
Why Choose Heartstones®?
Choosing someone to create memorial jewellery is about far more than choosing a design.
It's about choosing someone you trust.
Over the years, I've had the privilege of handcrafting more than 10,000 memorial pieces for families around the world, each one carrying its own story of love, remembrance and connection.
Wanting to better support the people who placed their trust in me, I also completed additional studies in grief, bereavement and pet bereavement counselling. While I don't practise as a counsellor, these studies have given me a deeper understanding of the many different ways people experience loss, allowing me to approach every commission with greater compassion, patience and care.
From your first enquiry to the moment your jewellery returns home, you'll deal directly with me.
Your personal elements are never mixed with another family's.
Every Heartstone® is handcrafted individually.
And every commission is approached with the same care and respect I'd hope someone would show my own family's memories.
Because what you're placing into my hands isn't simply jewellery.
It's trust.
And that's something I'll never take for granted.
Heartstones® — Giving grief a place to go.
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