Frequently asked questions
Everything you need to know before ordering.
If your question is not answered here, contact us at support@ilosya.com — we respond to every message personally within one working day.
Ordering & personalisation
You upload your image — fingerprint impression, photograph, handwriting, or paw print — during checkout using the personalisation field on the product page. We review every submission before production begins. If we have any questions about your image, we contact you before proceeding. See our How it works page for full guidance on each personalisation type.
We do not produce digital mockups before production. What we do is review your file carefully before production begins and confirm it with you if we have any concerns. You also have 24 hours after ordering to request any corrections to your back engraving text — after that, production begins and changes are no longer possible.
We review every submitted image before production. If quality is insufficient, we contact you directly to discuss options. If a better file is not available — because there was no time, because the person or pet has passed — we work with you to find the best possible approach. We have never turned away an order because of a difficult file.
Changes to back engraving text can be made within 24 hours of ordering, before production begins. After that, changes are not possible. Contact us immediately at [email address] if you need to make a correction.
Yes — our gift card is designed exactly for this. A gift card covers one pendant in full, and the recipient provides the personalisation image and engraving text when they redeem it. This means they can choose when they are ready, with the materials they have. Available in €129, €149, and €179.
Yes — the shared memory pair option on every product page lets you order two pendants with the same front personalisation but separate back engravings. At −30% on the second piece: two pendants for €219. One image submission covers both.
The pendant & necklace
All ILOSYA pendants are crafted in 316L surgical-grade stainless steel — hypoallergenic, tarnish-resistant, and built for daily wear including water exposure. Silver is the natural steel surface. Gold and rose gold variants are PVD-coated — a vacuum-bonding process that permanently adheres the colour to the steel.
Yes — every pendant comes with a necklace chain. The end rings of the chain are permanently welded after the pendant is placed, so the pendant cannot separate from the chain during wear. A premium chain upgrade is available as a product option at checkout.
The compartment holds a very small symbolic amount — typically less than 0.05 grams, approximately a pinch. This is intentional: the pendant carries a symbolic portion while the urn remains complete. You do not need to transfer a significant amount.
Your pendant arrives with a filling kit and printed instructions. Unscrew the small compartment using the tool provided, use the funnel to guide a small pinch of ash inside, and replace the screw gently. Do not overtighten. Full step-by-step instructions are on our How it works page.
Yes — 316L surgical-grade steel is resistant to water and sweat and suitable for daily wear including showering. Prolonged exposure to saltwater or chlorinated water is best avoided. The compartment seal is designed for everyday wear.
Shipping & delivery
Production takes [X] working days from file confirmation. We confirm your file before production begins, which may add 1–2 working days if we need to contact you about image quality. You will receive a dispatch notification by email when your order ships.
Yes — all orders above €99 ship free. Since every ILOSYA pendant is priced above €99, shipping is always free on pendant orders. Standard delivery takes [X–X] working days after dispatch.
Yes. The outer packaging bears no reference to ILOSYA or to the contents. It arrives looking like an ordinary parcel. The jewellery box and contents are inside.
Yes — we ship to [list countries]. International orders above €99 also qualify for free shipping. Delivery times vary by destination. See our Shipping & delivery page for full details.