Commissioning jewellery that holds personal meaning can feel like a significant step.

At Heartstones®, the process is designed to feel calm, supportive and unhurried — from your first enquiry to the moment your finished piece is returned to you.

Each stage is handled with care, allowing you to move forward at a pace that feels right for you.

There is never any pressure to make decisions immediately, and guidance is always available whenever you need it.

1. Choose Your Piece

Begin by selecting a design from our collection or enquiring about a bespoke memorial or heirloom commission.

If you're unsure which design feels right, you're always welcome to get in touch before placing an order. We're happy to answer questions, discuss ideas, or simply help you explore your options, with absolutely no obligation to proceed.

Every Heartstone® is individually handcrafted with thoughtful attention given to both craftsmanship and the story it represents.

2. Confirm Your Commission

Once your commission is confirmed, you'll receive clear guidance explaining the next steps, expected turnaround times, and everything you'll need for your particular piece.

Nothing is rushed, and you'll never be asked to send your personal elements before you feel ready.

From the moment they arrive, your personal elements are handled with the utmost care, respect and security.

3. Choose How You'd Like to Send Your Personal Elements

Everyone feels differently about entrusting precious personal elements to someone else, which is why we offer several options.

Postal Service

For clients across the UK, we provide a secure collection kit where required. This includes protective packaging, a prepaid return envelope and a complimentary ring sizer where applicable.

Personal Collection & Return

If you'd prefer not to send your personal elements 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. We're happy to travel where we can, with a mutually convenient date arranged and travel costs agreed in advance.

Many families find comfort in handing over their personal elements in person, knowing they'll remain with them until they're placed directly into our care. Your finished jewellery can also be personally returned if you prefer.

For international clients, we'll provide clear guidance to help you send your personal elements safely and securely.

Only a very small amount is required for each piece, and any unused personal elements are carefully returned alongside your completed jewellery.

4. Your Heartstone Is Created

Your Heartstone® is individually handcrafted using precious metals and professional jewellery-making techniques chosen for their beauty, strength and longevity.

Your personal elements are handled separately throughout the entire process and are never mixed or shared with another commission.

Every piece is created patiently, with precision, care and respect for the memories it holds.

5. Hallmarking & Finishing

Your jewellery is carefully polished, inspected and, where required, hallmarked in accordance with UK regulations before being prepared for its journey home.

Every piece undergoes a final quality check to ensure it leaves our workshop exactly as intended.

6. Delivery

Once complete, your Heartstone® is carefully packaged and prepared for its journey home.

Depending on the option you've chosen, your jewellery will either be:

• securely posted using a fully tracked delivery service, or
• personally returned to you by hand where a collection and return service has been arranged.

You'll be notified as soon as your jewellery is ready.

A Considered Process

Heartstones® was created to work at a slower, more intentional pace.

By accepting a limited number of commissions, every piece is given the time and attention it deserves — not only for the craftsmanship itself, but for the precious personal elements entrusted to us.

This isn't simply jewellery making. It's the careful preservation of stories, memories and the people, pets and moments that continue to shape our lives.

If you have questions at any stage, you're always welcome to get in touch. There is never any expectation to proceed before you feel ready.

Need Reassurance Before You Begin?

You may find the answers you're looking for on our FAQ page.

If you'd prefer to speak to someone first, you're always welcome to get in touch. Whether you have practical questions, would like to discuss your ideas, or simply need a little reassurance before taking the next step, we'll be here to help.