Terms & Conditions

 

Sending Cremated Ash:

• • It is important to follow the packaging instruction when sending your loved ones cremated ashes. To avoid any disappointment. 
  • Please never send all the ashes that you have, these items take very little and we do not want you to send all the ashes as we do not want any accidents or anything to happen to them. We take the outmost respect of the remains of your loved one.
  • We suggest placing your loved ones ashes inside a ziplock sealed bag, and then placing that bag inside another ziplock bag for added protection. It is recommended to then place this inside of an envelope. Please write you name and order number clearly on the front of the bag.

  • The Courier Guy will collect this envelope directly from you, make sure it is placed inside their plastic company sleeve and they will then deliver your precious contents directly to our offices on a same day or overnight shipment, depending on your location.

Sending Breast Milk

• • +/- 100ml of milk is required. We suggest freezing and storing the milk in the suitable sealed pouch our container. Your milk must be delivered to us frozen to ensure it remains fresh and avoid spillage in transport. 
  • Place your contents in an extra larger of plastic protection as it may begin to defrost in delivery.
  • The colder you can keep it in delivery the better.
  • Please clearly mark your name and order number onto the sealed contents. 
  • If for any reason these contents are highly sentimental, please disclose this with us and ensure you don’t send the only milk you have
  • The Courier Guy will collect this package directly from you, make sure it is placed inside their plastic company sleeve and they will then deliver your precious contents directly to our offices on a same day or overnight shipment, depending on your location. 

Sending Flowers:

• • We need the flowers at their freshest, if not fresh this will compromise the outcome of the final product.
  • If flowers are older than 5 days old we cannot accept your flowers. If you insist we try do something with them in this state it will be to the risk of the client as we cannot be certain how they will behave in preservation or encapsulation. 
  • You will receive via email (the Monday before your event) step-by-step instructions on how to get your flowers to us safely and quickly. We courier across SA but are based in Randburg, Gauteng. 
  • We do have a drop-off/pickup option which is preferred for the condition of the flowers. Please email us to arrange details. 

  • No, it is important to NOT place your bouquet in the freezer or fridge! A household-grade fridge is not good for your flowers and a freezer is simply too cold! After removing your flowers from a freezer, the flowers will droop, rot and mold very quickly.

    We do not accept bouquets that have been placed in the freezer.

    However no need to fear if you have done this already! Simply call your florist and ask them to make a mini version of your wedding bouquet, and we can preserve that!

  • The longer the flowers wait to be dried the higher the risk of wilting and bruising.

• • IT IS IMPORTANT TO NOTE, when we send for a courier to collect your flowers (nationwide). If you are in a regional area or on a special route, this can delay the overnight shipments and so it is important that we establish these timelines beforehand to avoid any disappointment

Sending Hair:

• • Please send a fair amount of neatly packed hair, this is done best by tying a small ribbon or elastic around the center of the hair. This helps the hair stay in a neat bundle and not get tangled during transportation to our offices.
  • Shorter hair, hair from a hairbrush, not clean cut hair etc. can be a little bit more tricky, contact us directly if you need any assistance or direction.
  • If this is the only hair you have of your loved ones, please do not send us all the hair. Contact us so we can find the best way to go about this.
  • We suggest storing the hair in a sealed ziplock bag, please clearly mark your name and order number onto the sealed contents. 
  • The Courier Guy will collect this package directly from you, make sure it is placed inside their plastic company sleeve and they will then deliver your precious contents directly to our offices on a same day or overnight shipment, depending on your location. 

•  

• • If this is the only hair you have of your loved ones, please do not send us all the hair. Contact us so we can find the best way to go about this.

Sending Any Other Items:

• • Contact us directly to discuss the best way to send me the items, always remember if the contents is extremely important, do not send us all of it.  info@forgetmenotmemories.co.za | 068 849 4639

Disclaimer:

• We take the utmost care of your personal and invaluable items.

• Due to the delicacy of a mothers breast milk, it is very unique, we take pride in treating it with dignity and respect. Orders can take up to 8 weeks to complete depending on the complexity of the design. Each mothers milk is very different and so colours can vary, no item will ever be the same, this is what makes it so unique.

• Due to the uniqueness of a persons hair, no one person’s hair is the same, therefore orders can take up to 8 weeks to complete depending on the complexity of the design. There are various kinds of hair, especially in our beautiful rainbow nation, there is no telling how the resin will react to your hair. No item will be the same thus adding to the pieces uniqueness.

• Due to the emotional sentimental value of your loved ones ashes, we ensure the process is handled as delicate as possible. We ensure that not one grain of ash is spoiled and so items can take longer or more time consuming because of this. Orders can take up to 10 weeks to complete depending on the complexity of the design. Different persons ashes can react differently to resin. No matter the outcome we will work with you in giving you a beautiful item.

• Due to the treating process required for flowers, orders can take longer than expected, we treat all items with dignity and respect. Orders can take up to 12 weeks to complete depending on the complexity of the design. There are millions of different flowers in the world, there is no telling how resin will react to it. 

Colours may change once encapsulated.

Your bouquet will go through a transformation process while it is being preserved. Some of the changes that may occur (but not limited to):

1. Red/deep-colored roses will get darker
2. White flowers will develop into a more off-white or yellow tone
3. “Bruising” or “translucent spots” may occur. To reduce this, try not to handle/touch/throw your flowers. (Pro tip: do a bouquet toss with an artificial or mini bouquet!)
4. Some tropical flowers/greenery may not survive the drying process or may turn a brown color.
5. The flowers will move slightly once the resin is poured on top. 
6. Pre-coloured flowers, no professionally colour corrected, that arrive at our offices can/ will cause issues in resin, as we have no idea how the florist dye’d your flowers. We will not place these items in resin pieces.
7. Email us for further questions about changes your flowers may go through.

• Depending on your order size, we will assess every one of your flowers carefully and will pick the most beautiful and healthy blooms/greenery to include in your designs! If you are wanting to get the most out of your flowers, we suggest upgrading the size of your preservation.

We do not ship extra flowers back, the only items you will get back is left over ash, hair, sentimental material.

• We take immense pride and respect in this process, resin can be a very unpredictable material, anything can occur, even with the utmost care and caution taken. 

This includes but not limited to; 

1. Bubbles which may be present in the final product
2. Colour variations
3. Reactions to resin from the encapsulated item
4. Deformations
5. etc.

Shipping Policy

 

• We use an external company for our shipping requirements. Therefore we are bound to The Courier Guys Terms and Conditions when shipping your order. You can see their full conditions on their website.
• It is important that you give us the correct dimensions for your package when sending items to us. Any additional charges and penalties that cost more the the standard shipping fee on our website, will be to the clients account unfortunately.
• Depending on where you are located, the time it may take for your items to be delivered may vary.
• Our shipping fees do not include shipping insurance, you may consider purchasing shipping insurance, you will need to notify us of this so we can add the additional costs to your account.. We don’t guarantee that we will receive your items.
• IT IS IMPORTANT TO NOTE, when we send for a courier to collect your flowers (nationwide). If you are in a regional area or on a special route, this can delay the overnight shipments and so it is important that we establish these timelines beforehand to avoid any disappointment.

 

Refund Policy

• Resin encapsulation is a risk and therefore should anything not go as planned, we will work with you to turn it into something beautiful. However due to the nature of the product, these items can not be returned or refunded, we will do everything we can to give you a product you can be proud of.

• Due to the items that we make being sentimental, unique and of personal value. We can’t offer you a full refund or exchange. If you are not satisfied with your product within the first 48 hours, we will try our outmost best to resolve any concerns.

• For an item to be returned for fixing and/or reworking the client will be responsible for any courier fees that may occur.

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will then let you know the next steps going forward.

• If you approve, we will then processed to resolve your concerns as speedily as we can and keep you in the loop of the outcome.

• We only look at items that are different to what the client asked for. If the product has been damaged in any way after it left Forget Me Not’s premises, we will not be help responsible for any reworking. We will do our best to fix any damages occurred at a cost to the client.

• To return your product, you can either drop the product off at our offices, or email us and we can arrange delivery for your product.

• You will be responsible for paying the delivery costs for returning your item as well as then sending it back to you again. 
• Shipping costs are non-refundable.

• Depending on where you live, the time it may take for your product to be delivered may vary.

• If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Inadvertent and Obvious Errors

Whilst all precautions are taken to provide the correct information on the website, in the event that we identify an inadvertent and obvious error in the price, product or service description, images and any other relevant content, Forget Me Not is not obliged to provide you with the affected product or service.

Forget Me Not will make every effort to contact you to alert you of the error. In such circumstances you are entitled to cancel the purchase and we will provide a full refund for the amount paid providing the order is not already in production.

 

 

Non – Refundable Deposits

All deposits are non – refundable. We give exceptions and date changes within certain timelines and reasons. Thereafter an order will unfortunately be cancelled and deposits will be lots.

If you choose to cancel a flower preservation after your flowers have been professionally preserved by us, you will not get the flowers returned to you. If you insist it will cost you a fee to have them back as your flowers have been worked on costing labour, time and materials.

 

Timelines

 

All stipulated timelines are only in fact guidelines, we take pride in our quality and therefore will not rush any order to meet an exact timeline. We will try our very best to provide you your order in a reasonable agreed upon time. It is important to note that we are human just like you and sometimes unforeseeable circumstances can apply in achieving these deadlines. Deadlines can also be affected by the client due to delays in payments, decision making, slow communications, etc. These will most certainly extend all timelines.

 

Your account is used to provide you communication, you will receive updates as your products move into the next phases of production. Please ensure you keep an eye on your account, no other means of communication can be used to hold us accountable for timelines, and only as indications.

 

 

Product Selection

You will see a range of pieces on the website, we have done with their estimated prices. Every piece is unique and one of it’s kind to your specific flowers. Therefore there can be a variation in thickness and overall size, which can affect the final price.

We use a high grade resin with UV protection to delay colour changes. It is always recommended that you do not display your precious item in direct sunlight.

 

Once your flowers have come out of preservation, they are exposed to the natural elements again, the longer you take to select your products and make payment, can jeopardise the quality of your flowers. Please can we ask that you make your selection soonest and discuss payment plans with us should you require it. 

 

It is important to remember, we are a small business focused on empathy, compassion and providing our best quality. With this means the person that designed this website, manages the website, handles all social media pages, manages your billing and accounts, invoices you, emails and communicates with you, designs your orders, manufactures your orders, packages your order and organises your shipping needs, is all in fact most of the time the same person. We ask you please to take this into account should any frustrations arise. Please send us a message and we promise to talk to you openly and transparently. 

 

Sending and accepting you order request, you acknowledge that you have followed the above instructions and accept the terms and conditions stipulated above.

 

Contact us at info@forgetmenotmemories.co.za | 068 849 4639 for questions related to any of the above information.