The important fine print.

Sending cremated ashes

First things first: please never send all of the ashes. We only need a tiny amount and want you to keep the rest safe. Your loved one's remains are treated with the deepest respect here.

How to send

1. Place the ashes in a zip-lock bag, then place that bag inside a second zip-lock bag.
2. Write your name and order number on the front.
3. Place it in a sturdy envelope.

Our courier partner, The Courier Guy, collects this and delivers it to the studio same day or overnight depending on where you live.

Sending breast milk

We need around 50 to 100 ml. Freeze it and seal it in a pouch or suitable container before it travels.

Packing tips

• It must arrive frozen, so wrap it in layers of plastic with extra insulation and ice packs if you can.
• Mark your name and order number on the packaging.
• If it is your only stash, do not send all of it. Let us know and we will find the best option together.

Sending flowers

Fresh is best. Flowers older than 72 hours do not work well with resin and may lead to disappointing results.

• You will get an email before your event with exact instructions.
• Close to Randburg, Gauteng? You are welcome to drop off, by appointment.
• Do not place flowers in the fridge or freezer. Household appliances are not flower friendly. Already frozen them? Ask your florist for a mini bouquet redo and we will work with that.
• Regional deliveries can delay arrival, so chat to us ahead of time.
• We do not send back leftover flowers. We preserve the best and only what is needed for your order size. For small items, send some of your flowers and enjoy the rest at home.

Sending hair

A small bundle goes a long way. Tie it neatly with a ribbon or elastic and place it in a sealed zip-lock bag with your name and order number. If you only have a single lock, do not send all of it. Contact us first so we can guide you.

Sending material for stitched items

Refer to the product-specific guidance for the number and type of fabric pieces required.

How to send

• Place all materials in a sealed plastic bag with your information sheet inside. We cannot be held responsible for missing items if the sheet is not provided.
• Label the outside of the package with your full name and order number.
• All materials must be washed, clean and completely dry. We cannot work with dirty or odorous items.

Weighted bears

• Weighted bears are decorative keepsakes only and not suitable as toys. The filling can be hazardous if swallowed.
• For safety and durability, weighted bears are limited to a maximum of 3.5 kg.
• Display all bear and pillow products as keepsakes to ensure their longevity.

Sending something else sentimental or one of a kind? Get in touch before sending it and we will guide you with care.

A few loving disclaimers

We work with delicate and unique materials. Every resin piece is one of a kind and the result varies with the contents: breast milk colour and texture may differ, every strand of hair is unique, ashes are treated with reverence but outcomes vary, and each bloom dries and cures differently.

Natural changes in preserved flowers

• Deep red blooms may darken and white flowers may yellow slightly.
• Some tropical florals or greenery may brown.
• Flowers can shift position slightly in the resin, and small bubbles may appear.

We do not return extra flowers, only leftover ashes, hair or materials that were not used.

Pressed frames

Pressed frames do not use resin encapsulation. Because we work with fresh blooms supplied by you or your florist, we cannot guarantee the absence of microscopic organic matter and cannot be held responsible for insect larvae or eggs present in the petals on arrival. Please source your flowers fresh and from a reliable supplier.

Shipping

• We use The Courier Guy and follow their terms. Please give accurate package dimensions; surprise charges will be added to your bill if needed.
• Shipping to us is always overnight or same day. If you are in a regional or off-route area it may take longer, so chat to us before pickup.
• Shipments are not insured, as The Courier Guy does not cover these types of items. We package with extra care and cushioning, but the risk associated with the courier lies with the client. Forget Me Not cannot be held liable for damage or loss in transit.

Refunds and deposits

Because our pieces are custom, sentimental and one of a kind, we do not offer returns or refunds. If you are unhappy within 48 hours of receiving your item, reach out and we will do everything we can to make it right.

• Returns for fixes are allowed, but shipping is for your account.
• We accept responsibility only if your order arrived differently from what you asked for.
• Damage after an item has left our studio is not our liability, but we will try to help at a reasonable cost.
• Vouchers are refunded within the standard time above, or before the coupon code is received by the client.

Website errors

If there is an obvious error on the website, such as a price, product detail or image, we reserve the right to correct it. If your order has not entered production you will be offered a full refund or may proceed with the corrected information.

Non-refundable deposits

All deposits are non-refundable. If timelines shift or emergencies arise, we will gladly reschedule where possible. If you cancel after we have already preserved your flowers, a fee applies to return them, as time, labour and materials have been used.

Timelines

Flower preservation runs 16 to 20 weeks, jewellery 8 to 10 weeks and stitched keepsakes 4 to 8 weeks. Jewellery and stitched timelines start once final payment has cleared. Full details are on the timelines page.

• Timelines are guidelines, not guarantees. Payment delays, design back and forth and the unpredictable nature of nature can affect final delivery.
• Your online account is where all progress updates live. Please check it often; it is our main line of communication.
• Orders not collected within one month of the completion email are placed into storage. We do our best to keep everything safe but cannot take responsibility for damage or loss after that time.

Product selection

All pieces are hand crafted and unique to your materials. Sizing may differ, which can affect final costs. We use UV-protective resin, but recommend keeping your keepsake out of direct sunlight. Once preservation is complete your flowers are exposed again, so the sooner you select your piece and make payment, the better their condition.