Shipping policy
Shipping Policy
At Heartheld Glass, we want this process to feel as simple and gentle as possible. Here's everything you need to know about how your memorial gets to you.
Sending Your Photo
After placing your order, you'll receive your order confirmation. Please reply to info@heartheldglass.com and include the photo you'd like to be included. We will send you any mockups if you'd like to include special instructions on the photo placement.
Sending Your Ashes
After placing your order, you'll receive simple instructions for sending approximately one tablespoon of cremation ashes to our studio. How you choose to send them is entirely up to you — we'll leave that decision in your hands.
We recommend retaining a portion of ashes before sending, as a precaution.
Creation & Turnaround Time
Once we receive your ashes and/or photo, we get to work. Each memorial is handcrafted with care and due to a current deluge of orders, takes approximately 5-8 weeks to complete. You'll receive an email confirmation as soon as your piece ships.
Because every memorial is made uniquely with your loved one's ashes, we're unable to offer refunds once the creation process has begun. See our Refund Policy for more information.
Delivery
Your finished memorial ships packed safely and securely with tracking. You'll receive tracking information the moment it leaves our studio.
We do not ship completed memorials internationally at this time.
Address Changes
If you need to update your shipping address, please contact us at info@heartheldglass.com as soon as possible. We can only accommodate address changes prior to shipment.
