Frequently Asked Questions
Maybe our FAQ’s may help you? If not, please send us a message, this is the best way to contact us.We have compiled a list of frequently asked questions here. Hopefully you can find what you are looking for. If not, please contact us and we will get back to you super quick! Contact@KeepsakeMemorialJewellery.com.au.
How quickly will my order be sent?
We pride ourselves on turning orders around faster than anyone else. In stock orders are generally sent the next day (next day dispatch is guaranteed if you purchased the express option).
What is the best way to contact you?
The best way to contact us is via email, we try to respond to email asap. We don't have a lot of staff, and the workshop is very busy, so we don't always get to the phone. We recommend emailing us with an enquires.
What are the delivery charges for orders from the Online Shop?
Postage is currently free for all orders within Australia. If you would like the express service (dispatched within 1 business day and sent express post), there is an additional $10.90 fee. This option will be made available to you at checkout.
Which payment methods are accepted in the Online Shop?
There are 4 different ways you can pay; using Paypal, directly with a credit card (via PIN payments or PayPal), ZipPay or using direct bank transfer.
How long will my order take?
If you have chosen the express service, it will be ready for dispatch within 1 business day and sent express post. All other orders are generally sent the next day via regular post.
What exactly happens after ordering?
Once your order is placed, you will receive an order confirmation email from us. We will review your order and contact you if there are any questions or clarification that we require. We will then commence preparing the jewellery, and we will email you when it is dispatched. The email will be from Small Business Mum. Sometimes emails go into customers junk mail - look out for your order confirmation, and for your email advising dispatch details.
How will my order be packaged?
We package all of our cremation jewellery and memorial jewellery in gift boxes (pouches for bangles). Our jewellery for ashes also include a filling kit, with instructions, polishing cloth and everything you'll need.
What sort of materials are your products made of?
Our memorial and keepsake jewellery range are made with quality sterling silver, solid 9 carat gold, we also have some gold vermeil products and a stainless steel range.
How do I compare the different sizes?
We have included all the product details (dimensions, weight etc) in each of the product 'Descriptions'. If you have any questions however, please email us.
Do I receive a chain with my order?
All of our pendants come with a complimentary chain specified in the product description, however you can choose to upgrade to a different style or length.
Do you have a pickup option available?
All of our orders are dispatched via Australia Post. In order to maintain good prices, we prefer not to have the overheads of a showroom or shop front.
What are the different stamping fonts?
We engrave our pendants and offer Script, Italics, Round and Monogram fonts.
What is Cremation/Memorial Jewellery?
Cremation jewellery is a beautiful and unique way to remember a loved one. It is a concept that has been adopted around the world, giving a tiny bit of extra comfort to those who have lost a loved one. The pendants are created to hold a tiny remembrance of your loved one inside a beautifully crafted keepsake.
What can I put in my Memorial Jewellery?
Our cremation jewellery range are designed to carry tiny amounts of something special and symbolic to you. It may be cremation ashes, flowers from a wedding bouquet or funeral service, tiny amounts of soil from a special place or a small lock of hair. Just to know that you have that something special, securely enclosed in your memorial pendant, may hopefully give you a little piece of mind.
How do I fill my Keepsake Jewellery?
When you receive your memorial pendant, you will also receive everything you need to fill your pendant including detailed instructions and accessories. You will be able to fill the pendant yourself, or by someone else. We have also found that your local funeral director is usually happy to assist.
What are the Memorial Pendants made from?
We have stainless steel, sterling silver, solid gold and some gold vermeil products.
About Stainless Steel
Stainless steel is not only affordable but it also has the look of sterling silver, yet it is strong, resilient and durable. 316L stainless steel is the highest grade of steel. As a result, it will not become oxidised.
About Sterling Silver
925 is the international standard for sterling silver, sterling silver is the standard for beautiful high quality silver jewellery. It indicates the amount of pure metal in the alloy. There must be a minimum of 92.5% of silver in a piece of jewellery for it to quality as sterling silver, the remainder is made up of other alloys to add strength and durability. It won't wear down the way that silver plating can.
What is Gold Vermeil
Gold vermeil pendants are made with solid sterling silver with a thick, durable layer of 14K gold, made to the highest standards.
How long will the gold surface last?
The gold vermeil pendants are made with 925 Silver and 2 microns of 14k gold plating. So it isn’t gold all the way through. 2 microns of 14K gold should however last for a long time if treated with care. Many suppliers only apply 0.5 microns of gold, ours are 2 microns. The main reason for plating wearing down quickly has to do with the amount of contact the jewellery has with the world (the mechanical wear). If the pendant is worn often and rubbing either against the skin or against another pendant constantly, then the gold surface will wear down more quickly. If the pendant is stored in soft packaging and not rubbing against other items or the skin, the surface will last much longer. Gold vermeil can be re-plating quite inexpensively by a jeweller if required.
What if I am not happy with the product?
Any products that has not been personalised with engraving can be returned for a full refund (excluding postage). Simply return the product unworn, and in original packaging within 14 days for a full refund.
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