Frequently Asked Questions
Everything you need to know about your Tilly & Co order.
How should I care for my resin keepsake?
Do not immerse in water. Keep away from direct sunlight and heat sources. Clean gently with a soft cloth and mild soapy water. Avoid harsh chemicals and handle carefully to prevent scratches.
How should I care for my memorial jewellery?
Remove before showering, swimming, or bathing. Avoid perfumes, creams, and chemicals. Store in your jewellery box when not worn and polish sterling silver with the cloth provided.
How will my finished order be returned?
Orders are dispatched using tracked delivery. Orders over £200 are upgraded to Royal Mail Special Delivery. Tracking details are emailed once dispatched.
What will my jewellery arrive with?
Every order includes a luxury branded jewellery box, polishing cloth, care instructions, Certificate of Authenticity, and unused inclusions returned in a branded keepsake pouch.
How is my personal information protected?
All personal information is stored securely and processed in accordance with UK GDPR. We never share your information unless required to fulfil your order or comply with legal obligations.
How are my inclusions stored?
Your inclusions are carefully labelled on arrival and stored securely. They are handled with complete care, dignity, and respect. Only one customer's order is worked on at a time, and unused inclusions are respectfully returned with your completed order.
Do I have to add colour?
Not at all. Many families choose to preserve their loved one's ashes naturally. Every set of ashes is unique and some customers find comfort in keeping them exactly as they are. The choice is always yours.
What colours can I choose for my memorial stone?
Our memorial stones are available in natural ashes, soft lustre pigments, crushed opals, pearl finishes, glitter effects, birthstone-inspired colours, and seasonal shades.
What materials do you use?
We use .925 Sterling Silver, 9ct Gold, Stainless Steel, Titanium, Tungsten Carbide, and Ceramic. All qualifying silver and gold pieces are hallmarked by the Edinburgh Assay Office in accordance with UK Hallmarking Law.
What is the difference between visible and hidden ashes?
Visible Ashes remain visible within your memorial stone. Hidden Ashes are safely preserved beneath your chosen colour or opal. Both contain the same precious inclusion — the difference is simply the appearance.
Will my ashes or hair always be visible?
Ashes naturally vary in colour. If we feel your ashes may affect the final appearance, we will always contact you first. Light hair and fur can sometimes become transparent in resin — if so, we can create a test sample first.
Can I hand-deliver my inclusions?
Yes of course. If you are local to Tilly & Co Memorial Jewellery Ltd, you can arrange an appointment to personally deliver your inclusions for extra peace of mind.
How do I place an order?
Ordering your special keepsake with Tilly & Co is simple. Browse our collections, select your options, complete your order securely, and you'll receive confirmation with instructions on how to safely send your precious inclusions to us.
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.