FAQ.s
How do I send my Inclusion to you?
We sell Inclusion Packs that contain everything you need to safely send your inclusions to us. Simply add the pack you need to your basket when placing your order.
Inclusion Pack 1 — £6.50
Contents: ✦ Full Instructions ✦ Customer Information Card ✦ Clear sealable labelled bag ✦ Measuring spoon ✦ Padded return addressed envelope ✦ Prepaid postage label
Note: The postage label is valid for 7 days — please contact us for a replacement.
Inclusion Pack 2 — £7.00
Contents: ✦ Full Instructions ✦ Customer Information Card ✦ Clear sealable labelled bag ✦ Ring measuring tape ✦ Measuring spoon ✦ Padded return addressed envelope ✦ Prepaid postage label
Note: The postage label is valid for 7 days — please contact us for a replacement.
Includes cost of specialised preservation process.
Contents: ✦ Full Instructions ✦ Customer Information Card ✦ Leakproof labelled bottle ✦ Protective sealable bag ✦ Ring measuring tape ✦ Padded return addressed envelope ✦ Prepaid postage label
Note: The postage label is valid for 7 days — please contact us for a replacement.
Breastmilk Pack — £10.00
Includes cost of specialised preservation process.
Contents: ✦ Full Instructions ✦ Customer Information Card ✦ Leakproof labelled bottle ✦ Protective sealable bag ✦ Ring measuring tape ✦ Padded return addressed envelope ✦ Prepaid postage label
Note: The postage label is valid for 7 days — please contact us for a replacement
How much of each Inclusion do you need?
✦ Ashes: 1–2 level spoons ✦ Hair/Fur: 8–10cm ✦ Sand/Soil: 1–2 level spoons ✦ Flowers: 2–3 petals ✦ Fabric: 10cm × 10cm ✦ Breastmilk: 10ml
All unused inclusions are always returned safely.
Can I choose more than one Inclusion?
Yes — you can combine inclusions such as Ashes & Hair. If you want something not listed, please contact us
Can I send my Inclusion using my own method?
Yes — please contact us first so we can provide the correct address and packaging guidelines.
How do I order a ring if I don’t know my size?
Choose 00 – Awaiting Size at checkout. Pack 2 includes a ring sizer — once your pack arrives back, we update your size automatically.
Do your Pendants include a chain?
Yes — choose your preferred length: ✦ 16-inch ✦ 18-inch (most popular) ✦ 20-inch.
How long will my order take?
✦ Standard: 3–6 weeks ✦ High workload: 4–8 weeks ✦ Pre‑orders (Gold): 8–12 weeks
What delivery service do you provide?
Royal Mail Special Delivery by 1pm Includes: ✦ Full tracking ✦ Signature on arrival ✦ Secure handling ✦ Insurance up to £700.
Note: Other options offered for smaller items – Please contact us before placing your order.
Christmas Order Cut‑Off Dates
✦ Sterling Silver: 25 Nov 2026 ✦ Gold & Made to Order: 1 Oct 2026
Terms & Conditions
Rings
Please be sure of your ring size when ordering, as we are unable to replace or refund a ring once it has been made to your requested size. We strongly recommend having your ring size measured professionally by a local jeweller to ensure accuracy.
Many pieces include set CZ or other quality crystals. Although our suppliers work to a high standard, occasionally a stone may come loose. We thoroughly check every piece of jewellery before beginning work on your keepsake.
For your peace of mind, we offer a 3‑month stone warranty:
If a stone comes out within 3 months of purchase, we will repair it free of charge.
If a stone comes out after 3 months, the repair will be chargeable
All orders include a ‘How to Care for Your Keepsake’ guide, providing clear instructions on how to clean and protect your jewellery. You will also receive a special polishing cloth to help keep your keepsake in perfect condition.
If your jewellery keepsake becomes damaged due to not following the care guidelines or from lack of proper care, we will not refund or replace the item.
Processing & Turnaround Times
All keepsakes are handcrafted with care. Standard turnaround is 3–6 weeks, though this may extend during busy periods or for Gold pieces. If delays occur due to supplier issues, high workload, or unforeseen circumstances, we will keep you updated.
Refunds & Cancellations
Orders cannot be cancelled once work has begun or once inclusions have been received.
Refunds are not available for custom-made items unless the product is faulty.
Inclusion Handling & Safety
Inclusion Handling & Safety All inclusions are handled with respect and care. Any unused inclusions are returned with your finished jewellery. We cannot accept responsibility for inclusions damaged during transit if not sent using our recommended packaging.
Gold & Silver Hallmarking
All Gold and Sterling Silver pieces are hallmarked in accordance with UK law.
Hallmarks may vary slightly depending on the assay office.
For more Information Click on the link below:
Data Protection & Personal Information
Personal Information
We take your privacy extremely seriously. Any personal information provided to Wings of Aeternum — including your name, contact details, order information, and inclusion details — is handled securely and confidentially.
Your information may be used to:
Process and complete your order
Contact you regarding your order or inclusions
Arrange delivery
Meet legal, tax, and accounting requirements
How your information is protected:
Stored securely within encrypted systems
Access restricted to authorised personnel only
Never sold or shared with third parties, except where required for order fulfilment (e.g., Royal Mail)
You may request access to, correction of, or deletion of your personal information at any time.
Secure Checkout
Your payment information is protected using industry‑standard security measures.
Our checkout uses:
Secure SSL encryption
PCI‑compliant payment gateways
Encrypted transmission of all payment details
No storage of card numbers or sensitive payment data on our servers
All payments are processed through trusted third‑party providers such as Klarna, Square, or PayPal, depending on your chosen method. These providers use advanced fraud protection and secure processing systems to ensure your payment is safe.
Wings of Aeternum never sees or stores your full card details.
Shipping & Insurance
All orders are shipped using Royal Mail Special Delivery by 1:00 PM.
This service includes:
Full end‑to‑end tracking
Signature upon arrival
Secure handling
Insurance coverage up to £700
If your parcel is lost or damaged during transit, Royal Mail’s insurance policy will cover compensation up to the insured value.