FREQUENTLY ASKED QUESTIONS
HOW DO I ORDER?
Visit our SHOP to begin your custom order! Once your order has been placed, you will receive an email within 48 business hours with detailed shipping instructions. Once I receive your keepsake materials, you will receive an email notification. When your piece is finished, you will receive an email notification with tracking information.
WHAT IS YOUR TURN AROUND TIME?
Please allow 4-6 weeks from the time I receive your materials to the time your jewelry piece is shipped back to you. That said, you may receive them sooner! The time frame depends on how many orders I have ahead of you, as I begin pieces in the order of materials received. The length of time for each piece also varies depending on the materials I am working with, as well as the design chosen. Breast milk generally takes longer, due to the extensive preservation process, and some other items require custom artisan handwork that is time consuming. **If you need an item sooner, this will need to be negotiated before placing the order. It will need to be mentioned in the order notes, as well as a priority order slot paid for with agreed completion date in the comments.**
HOW MUCH AND WHAT KIND OF KEEPSAKE MATERIALS CAN I SEND, AND HOW DO I GET THEM TO YOU?
Once you order your custom jewelry piece, you will be emailed detailed instructions on mailing. You can also visit our Keepsake Materials page, to get an idea of how much of each material is needed.
HOW DO I KNOW MY RING SIZE?
Please get fitted at a jewelry store. We do not offer half sizes at this time, so be sure to choose the best fit. I recommend sizing larger for designs with a wider band. Rings should not be resized, as heat can damage your keepsake stone. If you are unsure of which size to order, it is best to choose one of our adjustable-size ring designs.
WHAT IF I CHANGE MY MIND AFTER ORDERING?
You have 48 hours from the time of your order to change or cancel your order. After that, I charge a 20% cancellation fee, as I order custom jewelry components, specific to your order. Once I receive your keepsake materials, there are no refunds or changes to order.
DO YOU OFFER RETURNS OR EXCHANGES?
Due to the custom nature of our jewelry making process, we do not offer returns, refunds, or exchanges once we have begun to create your piece. If there is an issue you would like to discuss, please contact us.
WILL MY PIECE LOOK JUST LIKE THE PHOTO IN THE GALLERY (OR MY FRIENDS, ETC.)?
The wonderful thing about our custom jewelry creations is that each piece is unique from the next. Every item of jewelry is completely handcrafted, and your own keepsake materials will contribute to the colors and textures of the final look. No two pieces are exactly the same!
I SEE A BUBBLE IN MY PIECE. IS THAT A PROBLEM?
While we go through great effort to minimize bubbles, seeing an occasional bubble in your keepsake piece is completely fine. The bubbles that sometimes emerge when creating jewelry from resin are naturally occurring, and contributes to the unique, handcrafted look.
WHERE ARE YOU LOCATED?
Moonstone Mementos is located in sunny Sarasota, FL, but we ship worldwide. If you require shipping outside of the United States, please make a note of that on your order form.
