Clear order details for a sensitive purchase

Address changes

Contact support as soon as possible if your shipping address needs to change. Once a shipping label has been created, any added cost to change the address is the customer's responsibility.

USPS tracking

Orders ship through USPS. Tracking is sent after the shipping label is created and the package is ready for shipment. Use your Jewel Lay order number when asking about tracking.

Receipt and invoice

Stripe creates your payment receipt and invoice after checkout. The order confirmation page shows your Jewel Lay order number so support can quickly find the order if you email about tracking, address changes, or returns.

Before filling your necklace

Inspect the pendant, chain, and threaded top before placing any memorial material inside. If anything looks damaged, pause and contact support before filling the chamber.

Once a necklace has been filled with ashes, fur, dried flowers, soil, or another keepsake, treat it as a final memorial item.

Return conditions

Please email support before returning an item. Returned jewelry must be unused, unfilled, and sent back in the original packaging. Return shipping costs are the customer's responsibility.

If your order is damaged in transport or the item is not as described, contact support with clear photos of the issue so the order can be reviewed.

Delivered packages

If USPS marks a package as delivered but you have not received it, contact your local USPS office and request the GPS coordinates for the delivery scan. Stolen packages cannot be compensated by Jewel Lay; report suspected theft to your local police department.