Return & Refund Policy
At Alba Rose Ashes, we know how meaningful each piece of cremation jewellery is. Every item is custom-made with care, using the ashes you've entrusted to us. Because of this personalisation, we're only able to accept returns or offer refunds under specific circumstances.
Returns
As each piece is uniquely created for you, we can only accept returns if:
- The jewellery does not match your order (e.g. incorrect design, engraving, or glass colour), or
- The jewellery has a manufacturing fault or quality issue
If you believe your item meets one of these criteria, please contact us within 7 days of receiving your order.
You can reach our customer care team at:
Please include:
- Your order number
- A description of the issue
- Clear photographs (if applicable)
Once we have assessed the issue, we will arrange for a repair, replacement, or return at no cost to you, where applicable.
Cancellations & Refunds
If you need to cancel your order, please contact us as soon as possible.
We can offer a full refund only if:
- Your cancellation request is made before any work has begun on your jewellery, or
- We have not yet received your ashes.
Due to the personalised nature of our products, once production has started or ashes have been received, we're unable to offer a refund—even if the order is later cancelled.
We're Here to Help
We're committed to creating something truly special to honour your loved one. If you have any concerns or questions about your order, please don't hesitate to get in touch.