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At Soul Tied Keepsakes, every piece is custom-crafted with the utmost care, respect, and attention to detail. Please read our guidelines below so you know what to expect regarding processing times, delivery, and returns.

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• (For detailed step-by-step instructions on how to package and mail your inclusions to us, please visit our How it works page.)

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• 1. Processing & Turnaround Times

• Because every keepsake is custom-crafted by hand, turnaround times begin on the date your inclusions arrive at our studio, not the date your order is placed.

•  Standard Creation Time: Our current crafting timeline is approximately 4 to 6 weeks from the day we receive your materials.

•  Updates: We will notify you via email as soon as your package arrives safely at our studio, and again with tracking information once your finished piece is on its way to you.

• 2. Shipping Your Finished Keepsake

• Once your keepsake is complete, it is carefully inspected, beautifully packaged, and shipped back to your door.

•  Shipping Rates: Delivery costs are a $7 flat fee Nationwide

•  Tracking: All completed items are shipped using tracked courier services. You will receive a tracking link via email as soon as your order dispatches.

•  Unused Inclusions: Any remaining, preserved materials (such as unused ashes or hair) will be safely packaged and returned to you alongside your finished jewellery.

• 3. Returns, Exchanges & Cancellations

• Due to the deeply personal and bespoke nature of handcrafted keepsake jewellery, we have specific policies regarding cancellations and returns

• 4. Cancellations

•  Before materials arrive: You may cancel your order for a full refund within 48 hours of placing it.

•  After materials arrive: Once your inclusions reach our studio and preservation or crafting has commenced, orders cannot be cancelled or refunded.

• Returns & Exchanges

• Because every piece is custom-made using your unique inclusions, we do not accept returns or exchanges for change of mind or incorrect ring sizes ordered. Please double check sizing before placing your order.

• Damaged or Defective Items

• We take immense pride in our quality, but if your item arrives damaged or there is an issue with your piece:

• 1. Contact us within 7 days of delivery at info@soultiedkeepsakes.co.nz

• 2. Include your order number, a brief description, and clear photos of the issue.

• 3. If an item is defective or damaged in transit, we will repair, replace, or resolve the issue promptly at no extra cost to you.

• Need Assistance?

• If you have any questions about your delivery or order status, please reach out to us at [your-email@domain.com]—we are always happy to help.