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Frequently asked questions

Need some help?

We want to find the best way of celebrating your pet so we hope some of the answers to these frequently asked questions are helpful.

We are open Monday to Friday 9am to 5pm excluding Bank Holidays to take calls, answer emails and process your orders.

How do I place an order?

Full step by step instructions for placing an online order are here. Or you can call us on 01626 798198 and we can take your order over the phone, or you can request a brochure with an order form here.

I’ve entered the wrong address what do I do?

Log into your account and amend your order. If you haven’t registered with us you can email hello@mypetsashes.co.uk or call 01626 798198 as soon as possible and we will update the address details if the order has not already left. If the goods have already been despatched we will do our best to work with delivery partners to re-route items, this may mean a longer delivery time.

How long will it take for my goods to arrive?

If you have ordered a non-bespoke item and it is in stock we aim to deliver it to mainland UK within 1-2 days. Please see our delivery page for more information. We will email you if the item is not in stock with details of when delivery is expected. For bespoke – handmade, engraved or inscribed – items please see specific product page for delivery times.

What size urn should I buy?

We have a guide that will help you to choose the correct size urn for your pet’s ashes, you can find it here.

I don’t know where to start, what should I do?

Losing a pet for the first time can be completely bewildering, but you are not alone and we have practical advice for dealing with your pet. You can download our free guide about questions you should ask your vet here. If you already have the ashes then you may want just keep them safe until you decide what to do, there’s no rush, it’s good to take your time.

Sign up for our 12 Step Pet Bereavement Guide which will take you step by step through your pet loss journey. It’s free and has practical advice and tips for coping with pet grief.

Where can I find your pet bereavement advice?

You can find lots of practical information and advice on our pet bereavement here. We have a growing number of free guides that you can download simply by signing up to our monthly newsletter, you can find them here.

How do I look after my silver pet memorial jewellery?

Please read our caring for pet cremation jewellery article for information about silver.

What is the best pet memorial jewellery for me?

We have a range of different types of jewellery and this article will help you decide which is best for you and your lifestyle.

I’m not happy with my purchase what do I do?

We want you to be happy so please get in touch, call us on 01626 798198 or email hello@mypetsashes.co.uk. We’re a UK based company so we’ll either pick up you call, call you back if we’re on another call – we’re a small business not Amazon – or reply to your email. We are extremely proud of our customer service and offer a Satisfaction Guarantee to all our customers.

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