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HOW LONG WILL IT TAKE TO RECEIVE MY CUSTOM ORDER?

Any items marked "ready to ship" will dispatch between one and three business days. All made-to-order items can be expected to ship within 3-4 weeks, with the exception of the cremation locket and glass/silver heart cremation necklace which ships in 6-8 weeks. Please note that this countdown does not start until your order has been placed, paid in full, and all files/cremations/molds (if applicable) have been received. I try to work as quickly as possible and it's not uncommon for me to beat these time frames by a few weeks. You may follow along here​ to see when I've received any incoming packages, or to view your "ship by" date. You will also receive an email when your package ships. If you need your order rushed, please contact me prior to purchasing to see if any rush order slots are available for purchase.

HOW CAN I STAY UP TO DATE ON SALES/COUPONS?

There are a few ways to stay up to date on sales and coupons. You can register for my mailing list, join my Facebook group here​, or follow along on my Facebook page. Social media links can be found below.

HOW CAN I SUBMIT FILES TO YOU?

If you need to submit fingerprints, photographs, child artwork, etc. and you do not have them ready at time of purchase, please email them to ashley@ashleylozano.com at your convenience. If your files are ready to go, you may use the upload field on the item's page at time of purchase. 

HOW AND WHERE ARE MY ITEMS MADE?

All items are handmade using high quality materials in my pet/smoke free home studio near Asheville, North Carolina. All gemstones are ethically sourced. Any packages containing cremations, pet prints, or other invaluable personal items are labeled, stored, and logged immediately. They are cared for as if they were my own memories until your package is ready to return to you. 

HOW DO I PURCHASE INSURANCE?

Current shipping charges do NOT include insurance. If you would like to purchase insurance, please contact me prior to ordering. Claims of loss or damage on insured shipments via the USPS does NOT cover reimbursement of the original shipping costs. Claims must be made through USPS. 
*All packages containing cremation ashes are marked signature required and USPS delivers them to my very hands. When your cremation jewelry is complete, it will be returned to you as signature required as well.

RETURN/EXCHANGE POLICY

I pride myself in creating high quality, long lasting heirlooms. Please allow for slight variations as no two handmade pieces are completely alike. Due to all items being made-to-order, I can not provide refunds or exchanges under any circumstances but I do encourage you to contact me if you are unhappy with your order for any reason. Order cancelations must be requested within two hours of payment. Please purchase responsibly. 

CUSTOM ORDERS

I absolutely accept custom orders. I love working with my customers to bring their dream piece to life. I reserve the right to recreate any pieces unless we have come to a written one-of-a-kind agreement beforehand. To work with me on a OOAK, please email me. OOAK fee may apply. 

PACKAGING​

All orders come packaged in elegantly branded boxes ready for gift giving. I would be happy to include a complimentary note in the packaging (for gift giving) upon request. 

INTERNATIONAL ORDERS

I gladly ship all over the world! If you reside outside of the United States and place an order for nose/paw or cremation jewelry you will still receive a mold or collection kit. I am unable to purchase a return label for you, but you will still receive an addressed return envelope. Please note that I have no control or responsibility over any additional fees that may be applied by customs. I declare all package values appropriately and honestly. Please consider the possibility that you may face customs fees that will fall entirely on you, based on your location before placing your order.

WILL YOU WORK WITH MY STONES?

I am not currently working with customer provided stones.