Frequently asked questions
Everything you need to know before creating your pendant.
If your question isn't answered here, contact us at support@ilosya.com. We reply personally to every message during business days.
ORDERING & PERSONALISATION
Every pendant is personalised using the image or file you provide. This can be a photograph, fingerprint, handwriting sample or paw print. We review every submission before production begins and prepare it specifically for engraving.
Yes. Every submission is reviewed manually before production begins. If we believe another image would produce a better result, we'll contact you first.
We do not provide digital previews as standard. Every design is reviewed before production and we will contact you if we have any concerns regarding quality or suitability.
Changes can usually be made shortly after placing an order, provided production has not yet started. Please contact us as soon as possible.
Yes. Our gift card allows the recipient to choose their own pendant and submit their personalisation when they are ready.
Yes. The same personalisation can be used for multiple pendants.
THE PENDANT & NECKLACE
Our pendants are made from surgical-grade 316L stainless steel. This material is durable, hypoallergenic and suitable for everyday wear.
No. Pendants are supplied empty unless otherwise agreed. Filling instructions and a filling kit are included where applicable.
The compartment is intended for a symbolic amount of ash. Only a small quantity is required.
Every order includes instructions explaining how to fill the pendant safely and correctly.
316L stainless steel is highly resistant to water and everyday wear. However, prolonged exposure to saltwater, chlorine and chemicals is not recommended.
CARE & WARRANTY
We provide a 12-month warranty on the pendant and a 90-day warranty on the engraving against manufacturing defects.
No. The engraving is permanently applied and will not fade under normal use.
Clean your pendant regularly with the supplied polishing cloth and avoid harsh chemicals whenever possible.
SHIPPING & DELIVERY
Most orders are produced within one business day after approval of the submitted files.
Delivery times depend on destination. Orders placed before 12:00 are usually personalised and dispatched the same business day.
Yes. The outer packaging does not reveal the contents of the parcel.
Yes. We ship to most countries worldwide.
If a parcel is lost during transport, we will investigate with the carrier and provide an appropriate solution. In most cases this means a replacement or newly produced pendant.
Personalised products are made specifically for you and cannot be returned unless there is a manufacturing defect or legal right to do so. Non-personalised products may be returned within the legal withdrawal period.