FREQUENTLY ASKED QUESTIONS
We have made ordering super easy and have provided 4 options to allow you to choose the method that is right for you.
Our order processes can be found here.
If you are nervous about ordering something so precious, please do call and ask us as many questions as you wish.
Orders take approximately 4 weeks to complete.
Our ordering processes can be read here.
Yes, you can pop in or make an appointment. We have a consultation room and many samples available to see and try on. We will also take you through the process we use to make your pieces.
For those that cannot visit, please watch our video which can be seen here.
You can also book a video consultation with one of our team.
If you do not know your ring size you can either visit our studio to be measured, request a ring sizer which we will send to you via post or you can visit a local jewellers and ask to have your finger sized.
All designs made with glass have visible ashes. Our Secrets Jewellery Collection is designed to be a more discreet and personal memorial so the ashes or hair are hidden within the piece and not visible.
Yes, we regularly do this.
One teaspoon is required for each item made. We return unused ashes with your finished piece.
Yes. Please bring them to us or give us a call and we can arrange a courier to pick up the urn or ashes box. Please note that there is an extra charge for this courier service.
Our entire process is quality assured and each piece is certified to guarantee the ashes that are within it are those of your loved one. You are also able to visit and either see the ashes being placed into your piece or we will help you place the ashes into the glass yourself.
All ashes that are sent and not used in the making of your piece will be sent back to you with your completed order.
We send back all leftover hair with your completed piece.
All our jewellery comes with a 12-month manufacturing guarantee. The warranty, however, will not be valid if the item has been defected by hard wear and tear and if the glass gemstone has been scratched or scuffed. Necklace chains are only guaranteed for three months owing to wear and tear.
If ordering online we will take payment at checkout unless choosing Klarna Pay Later financing options (see below FAQ for Klarna finance details).
If ordering through our postal service we will call you when the ashes arrive to confirm that we all details and also take payment.
If ordering in person, we take payment when placing the order.
Once your order is complete we will call you to arrange delivery or collection.
The majority of our pieces are sent out using our courier network on a next day, before midday service.
Smaller items are sent via Royal Mail and artwork that has a length of 1 meter is delivered by ourselves.
Deliveries are Monday to Friday as standard.
Yes. We are expert glass and jewellery makers that use traditional processes to ensure the highest quality of finishes. We are extremely confident that you will not find better quality anywhere.
Read all about our values here.
Yes. We can design and make custom jewellery or artwork. Please get in touch to discuss your ideas with us or read more about this process here.
Resin is a pourable plastic. Whilst there are many companies that use this for memorials, we don’t believe it is suitable as resin discolours in the sun, will shrink over time, and is easily damaged by water, soap, cosmetic and cleaning products.
For those that don't wish to pay for their piece upfront, we have chosen to partner with Klarna who are a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments which is why we have chosen to partner with them.
Klarna provide us with 2 payment options detailed below:
Pay later (in 3 instalments) Frequently Asked Questions
How does Pay later in 3 work?
Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Ashes With Art and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay later in 3?
To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3?
Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Ashes With Art run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3?
Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
What happens if I cancel my order?
As soon as Ashes With Art have accepted your cancellation, Klarna will cancel any future scheduled payments as well as refund any amounts due.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at Ashes With Art from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.
I have been asked to go to Klarna's site. Is this correct?
You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Ashes With Art. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
No, this is not currently possible for Pay later in 3 purchases.
Have you received my payment?
Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call Ashes With Art to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
How does Pay later work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Ashes With Art run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later?
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel my order? As soon as Ashes With Art have accepted your cancellation, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Ashes With Art. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, Ashes With Art will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
I've received a statement, but I've not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Ashes With Art to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I've received my monthly statement and a payment is due, but I've not yet received my goods.
You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment.
I still have questions regarding payment.
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.