Every ILOSYA pendant is made with care, personalised for one specific person and created to hold a meaningful memory close.
On this page, you can read what to do if something is wrong with your order, when returns are possible and how to care for your pendant.
Personalised products
Most ILOSYA products are personalised with a photograph, fingerprint, handwriting, paw print, name, date or private engraving.
Because personalised products are made specifically for you, they cannot be returned simply because you changed your mind, to the extent permitted by law.
This includes pendants personalised with:
- a photograph;
- a fingerprint;
- handwriting;
- a paw print;
- a name;
- a date;
- a text engraving;
- another personal specification.
If there is a manufacturing defect, damage on arrival or another issue with your order, please contact us. We will always review the situation carefully and look for an appropriate solution.
Non-personalised products
Non-personalised products can usually be returned within the statutory withdrawal period of 14 days.
The product must be unused, complete and returned in its original condition.
Return shipping costs are the responsibility of the customer, unless otherwise agreed or required by law.
Cancelling or changing an order
We usually begin preparing personalised orders shortly after they are placed.
If you want to change or cancel your order, please contact us as soon as possible:
If production has not yet started, we will do our best to process the change or cancellation.
Once production has started, personalised products can no longer be cancelled or changed, unless we confirm otherwise in writing or mandatory law provides otherwise.
File review before production
Before engraving, we review every submitted file.
We check whether the photograph, fingerprint, handwriting or paw print is suitable for engraving. If we believe another file would produce a better result, we will contact you before production begins.
If no suitable file can be provided, we may cancel the order and refund the purchase amount.
Damaged, incorrect or incomplete order
Please check your order as soon as possible after delivery.
If you have received a damaged, incorrect or incomplete order, contact us as soon as possible and include:
- your order number;
- clear photographs of the product;
- photographs of the packaging, if relevant;
- a short description of the issue.
Please keep the original packaging until your claim has been handled.
Warranty
In addition to your statutory rights, ILOSYA provides:
Caring for your pendant
Our pendants are made from surgical-grade 316L stainless steel. This material is durable, hypoallergenic and suitable for everyday wear.
To keep your pendant beautiful for as long as possible:
- clean it regularly with the supplied polishing cloth;
- avoid harsh chemicals and cleaning agents;
- avoid prolonged exposure to chlorine or salt water;
- remove the pendant during heavy physical work or sports;
- store it separately when not worn.
Silver is the natural colour of 316L stainless steel. Gold and rose gold finishes are PVD-coated. PVD is a durable coating process, but careful use helps preserve the finish for longer.
Filling your cremation pendant
Cremation pendants are supplied empty, unless expressly agreed otherwise.
A filling kit and instructions are included where applicable.
Only a small symbolic amount of ashes is needed. Take your time when filling the pendant and make sure the compartment is clean and dry before closing it.
After delivery, filling and sealing the pendant is the responsibility of the customer. Damage caused by incorrect filling, excessive adhesive or failure to follow instructions is not covered by warranty, unless mandatory law provides otherwise.
Refunds
If a refund is approved, it will be issued using the original payment method, unless agreed otherwise.
The processing time depends on your bank or payment provider.
Questions?
If something does not feel right or if you are unsure what applies to your order, please contact us.
We will review your request carefully and help you find a suitable solution.