Terms & Conditions
Last updated: July 2026
By placing an order with Mia’s Keepsake & Memories, you agree to the following Terms & Conditions. Please read them carefully before completing your purchase.
Our jewellery and keepsakes are individually handcrafted, often using highly sentimental inclusions. We want you to understand how the process works and what you can expect from your finished piece.
1. Handmade & Personalised Items
Every piece created by Mia’s Keepsake & Memories is individually handcrafted. As a result, no two pieces will ever be completely identical.
Product photographs on our website and social media are examples of previous work and are intended to show the style, design and possible appearance of our products.
Your finished piece may vary slightly from photographs shown due to the handmade nature of our work and the unique characteristics of your inclusions.
These natural variations are part of what makes each piece unique and are not considered faults.
2. Ashes, Hair, Fur & Other Inclusions
Ashes, hair, fur and other inclusions naturally vary considerably in colour, texture and appearance.
These differences can affect how they appear once encapsulated within resin.
Very pale, white, grey, blonde or cream hair and fur can sometimes become less visible or appear translucent within resin. Darker inclusions may also affect the appearance of surrounding colours.
Ashes can range from very pale white or grey to much darker shades and may contain different-sized particles.
Because every inclusion is different, we cannot guarantee that your finished piece will look exactly like another piece shown on our website.
If you are unsure about a particular colour or combination, please contact us before ordering and we will be happy to advise you.
3. Breastmilk Jewellery
Breastmilk naturally varies in colour and composition. This means the finished stone may differ slightly in shade from examples shown on our website.
Fresh or frozen breastmilk can be used.
Breastmilk is professionally preserved before being incorporated into your jewellery. Natural variations that occur during preservation and casting are not considered defects.
4. Opals, Pigments & Colours
Colours shown on screens can vary depending on your device, screen brightness and display settings.
Opals, flakes and pigments may also appear differently depending on lighting and the jewellery setting in which they are placed.
The final placement of opal, ashes, hair, fur and other inclusions is done by hand. Exact positioning cannot therefore be guaranteed unless specifically agreed before your piece is created.
5. Sending Your Inclusions to Us
Customers are responsible for safely packaging and posting their inclusions to Mia’s Keepsake & Memories.
We strongly recommend using a tracked postal service, particularly when sending irreplaceable ashes, hair or fur.
Please package inclusions securely and follow the instructions provided after ordering.
Mia’s Keepsake & Memories cannot accept responsibility for inclusions that are lost or damaged before they are received by us.
Once your inclusions have been safely received, they will be handled with great care throughout the creation process.
6. Unused Ashes & Inclusions
We normally require only a small amount of ashes, hair, fur or other material to create your jewellery.
Where appropriate, unused sentimental inclusions will be returned with your completed order.
We take the handling of sentimental materials extremely seriously and make every reasonable effort to keep customers’ inclusions safely identified throughout the creation process.
7. Turnaround Times
Our usual turnaround time is approximately 3–5 working days from the date we receive your inclusions or keepsake materials, unless otherwise stated.
This timeframe begins once we have received everything required to create your piece, such as ashes, hair, fur, breastmilk or other inclusions.
As every item is individually handmade, 3–5 working days is an estimated turnaround time rather than a guaranteed completion date. Occasionally, additional time may be required due to the complexity of a piece, customisation, supplier delays or circumstances outside our reasonable control.
Orders requiring a custom ring size, specially ordered setting, engraving or bespoke component may take longer (up to 6-8 weeks). Where possible, we will let you know if this applies to your order.
If you need your jewellery for a particular date, please contact us before ordering. We will always do our best to accommodate special dates where possible.
8. Ring Sizes
It is the customer’s responsibility to provide the correct ring size when ordering.
We strongly recommend having your finger professionally measured by a jeweller before ordering, particularly for personalised, memorial or custom-sized rings.
Some rings cannot be resized after they have been created.
If an incorrect size has been supplied by the customer, resizing or replacement may incur an additional charge where resizing or replacement is possible.
This does not affect your rights where we have supplied a different size from the one ordered.
9. Engraving & Personalisation
Please check all names, dates, initials, wording and other personalised information carefully before submitting your order.
We will reproduce the information supplied by you, including spelling and dates.
Once engraving or personalisation has begun, it may not be possible to make changes.
If we make an error which differs from the personalisation information supplied with your order, please contact us so that we can put it right.
10. Changes & Cancellations
Many of our products are made specifically for you and may contain your chosen colours, engraving, ring size or sentimental inclusions.
Personalised or custom-made goods are generally excluded from the normal statutory change-of-mind cancellation rights applicable to many online purchases.
If you wish to change or cancel an order, please contact us as soon as possible.
If work has not yet begun and no custom materials or settings have been ordered, we will normally be able to accommodate your request.
Where work has already begun or costs have already been incurred specifically for your order, we may not be able to provide a full refund. Any amount retained will reflect the circumstances and costs already incurred rather than an automatic blanket cancellation charge. UK guidance warns businesses against terms that automatically make all advance payments non-refundable regardless of circumstances.
Nothing in these terms affects your statutory rights.
11. Faulty or Damaged Items
Every item is carefully inspected before dispatch.
If your item arrives damaged, faulty or is not as described, please contact us as soon as possible and provide photographs where possible so that we can investigate.
Your rights in relation to faulty goods are protected by UK consumer law and are not affected by an item being personalised. Depending on the circumstances, you may be entitled to a repair, replacement or refund.
Nothing within these Terms & Conditions is intended to restrict your statutory consumer rights.
12. Accidental Damage & Jewellery Care
Jewellery should be treated with care.
Resin jewellery in particular can be affected by prolonged exposure to chemicals, perfumes, cleaning products, hand sanitiser, cosmetics, excessive heat and other harsh substances.
Care instructions are provided with your jewellery and should be followed to keep your piece looking its best.
Damage caused by accidents, misuse, failure to follow the supplied care instructions or normal wear and tear is not considered a manufacturing fault.
However, please contact us if something happens to your jewellery. Where possible, we will always try to help and may be able to offer a repair service.
13. Natural Ageing
Resin is a material that can naturally change slightly over time.
Exposure to UV light, heat, chemicals and environmental conditions may gradually alter its appearance.
Following the care instructions supplied with your order will help protect your jewellery.
Reasonable changes resulting from normal ageing and wear are not considered manufacturing defects.
14. Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Your completed order will be sent to the delivery address provided with your order unless a different address has subsequently been confirmed by us.
If you move house or need to change your delivery address while your jewellery is being created, please contact us as soon as possible.
Do not assume an address has been changed until you have received confirmation from us.
15. Delivery of Completed Orders
Orders are packaged carefully before dispatch.
If your parcel appears to be delayed or lost after dispatch, please contact us so that we can investigate with the relevant postal or courier service.
We will deal with delivery issues in accordance with your applicable consumer rights rather than excluding responsibility for parcels once dispatched.
16. Failure to Send Inclusions
Your order cannot be completed until we receive the ashes, breastmilk, hair, fur or other inclusions required to create it.
If we have not received your inclusions, we may contact you to remind you.
If a substantial period passes without receiving the required materials or hearing from you, your order may be placed on hold.
We will make reasonable attempts to contact you before treating an order as abandoned. Any cancellation or refund will take account of work already completed and reasonable costs already incurred specifically for your order.
17. Gold & Special-Order Jewellery
Gold jewellery, unusual ring sizes and certain specialist pieces may need to be ordered specifically for you from our suppliers.
These orders may have longer turnaround times.
Once a custom or specially ordered setting has been purchased specifically for your order, changes may not always be possible.
We will let you know where a product has specific requirements before work begins.
18. Product Descriptions & Photographs
We make every reasonable effort to ensure that descriptions, photographs, dimensions and other information on our website are accurate.
Because our products are handmade and computer/phone screens display colours differently, minor differences in colour, appearance and positioning may occur.
Measurements provided are approximate unless specifically stated otherwise.
19. Prices & Payment
All prices are displayed in pounds sterling (£) unless otherwise stated.
The price shown at checkout is the price payable for your order, including any selected upgrades or personalisation options.
Any applicable delivery charges will be displayed before you complete your purchase.
20. Contacting Us
If you have any questions about an order, inclusions, colours, sizing or these Terms & Conditions, please contact us before placing your order.
We would much rather discuss any uncertainty beforehand, particularly when creating jewellery containing something irreplaceable.
Mia’s Keepsake & Memories
United Kingdom
Contact details are available through our website.
21. Your Statutory Rights
Nothing in these Terms & Conditions excludes or limits any rights you have under applicable UK consumer law, including the Consumer Rights Act 2015.
Where any provision in these Terms & Conditions conflicts with rights that cannot legally be excluded, your statutory rights will apply. UK guidance specifically says businesses cannot use contract terms to avoid responsibility for faulty goods or goods that are not as described.