Frequently Asked Questions
We understand that choosing a memorial is a deeply personal decision.
When making memorial ornaments made of loved ones’ cremated ashes, customers are likely to have a range of questions, possibly focused on the process, the care involved, and the personalisation procedures. Here are some common questions answers to help clarify some of your questions – but please contact us if you have any other questions regarding the process:
Still Have Questions?
Please feel free to contact us via email at rtbsnz@gmail.com if you have further questions or enquiries on our product or processes. Thank you.
How do I supply the cremation ash to you safely and how do I do it?
When your order is confirmed we will send out to you a kit containing a labelled sealable bag, a measuring spoon, instructions, and a return pre-paid courier bag.
It can feel emotional to do this yourself and we can suggest that you get a support person you know to help you, or you can contact your local funeral director or crematorium and arrange to take your labelled sealable bag and get them to place the required amount of ash in the bag.
If you have decided on a design at the time of, or before, your loved one’s funeral, you can ask the funeral director to take the required amount out at the time of the cremation process, and they will give it to you to send through to us.
ONCE WE RECEIVE YOUR ORDER, DEPENDING ON THE NUMBER OF PIECES YOU HAVE ORDERED AND THEIR SIZE, WE WILL DIRECT YOU ON THE INSTRUCTIONS ON THE BOX IN YOUR KIT HOW MUCH ASH WE WILL REQUIRE YOU TO SUPPLY. IF THERE IS EVER ANY OVERSUPPLY OF ASH WE WILL RETURN THOSE ASHES TO YOU WITH YOUR FINISHED PIECE.
What types of ornaments do you make?
We offer a limited variety of designs/shapes, including (but not limited to) hearts, crosses, koru designs and angel wings – see Our Collection. The ornaments are mounted on carefully handcrafted wooden boards fitted with a sawtooth hanger on the back for wall or shelf display or just the stone itself with a leather string for hanging.
How much of the ashes do you need to make the ornament?
Generally, we need 1 tablespoon (15 grams) of ashes to make one of the larger ornaments. This equates to the ashes being approximately 14% of the finished stone. The smaller pieces we use a little less ash but maintain the approximately 14% stone/ash density. If there are any unused ashes, they are returned to you with your stone.
How long does it take to make an ornament?
It typically takes about 2-3 weeks to craft your memorial ornament (after we receive the ashes), This is due to the drying times and finishing presentation processes.
Can I customise the ornament with a name, date, or small message?
You can choose to have these details engraved on a small plaque that can be attached to most of the wooden boards on the front. Our Collection clearly states if a plaque option is available or not depending on the design. However, if you choose to have the leather hung design, this cannot be engraved due to the inconsistent texture of the stone which does not tolerate engraving accurately.
Are the ornaments fragile?
While the ornaments are made with care and from durable materials, they can be fragile if in a vulnerable situation. We recommend displaying them in a secure, safe place where they won’t be knocked over easily. The wooden board designs all come with a sawtooth hanger attached. They can easily be hung on a wall or displayed on a shelf on a display easel or stand (not supplied) The custom-made box it comes in is robust and made for them to be safely moved around and posted. If they are posted to you, they will be tracked and insured. The price that you will pay is approximately $16.00 urban and $21.70 for rural delivery in New Zealand. These post prices are NZ wide only. Any international post costs are by arrangement by email only directly with us at rtbsnz@gmail.com.
What are the ingredients?
Specialised high-grade crafting plaster, cremation ashes and water.
Do you offer different sizes or colours for the ornaments?
Yes, we offer a small variety of sizes as seen in Our Collection. The colour of each individual ornament will vary from an off-white to different shades of grey and can have small flecks visible. There is no choice to customise the colour, the individual ashes used will determine this.
Can I add other items, like a photo or lock of hair, to the ornament?
Sorry, but not during our process, but if you choose to have the wood mounted option you can decorate this with whatever you feel is special to you that fits the space when you receive your piece.
How do I care for my memorial ornament?
To keep your ornament looking its best, we recommend displaying it indoors in a place where it’s not exposed to excessive moisture or heat. Gently dust them with a soft cloth. Plaster ornaments are typically low maintenance, but they should still be kept safe from harsh conditions.
Are these ornaments suitable for outdoor use?
We recommend keeping memorial ornaments indoors or in a sheltered area to protect them from the elements.
What is the cost of a memorial ornament?
Prices vary depending on the size, material, and level of customisation. The simpler hanging ornaments start at $215 rrp + postage, and prices go up based on size, engraved plaques, finishings and postage. We have sizes and options with price details on Our Collection.
How will my ornament be shipped?
Each ornament is carefully packaged in a beautiful custom-crafted protective box to ensure it arrives safely. The parcel will be insured to the value of the purchase and tracked. You’ll receive courier tracking information once your ornament has been shipped. Alternatively, when you order through a funeral director you can collect it in person by arrangement when it is ready. Postage will still apply as we will be sending your piece to them for you to collect.
Do you offer a refund if I’m not satisfied with the ornament?
We strive to create an ornament that you will cherish, but if you are not satisfied, please contact us within 7 days of receiving your order. Due to the one-off nature of the ornaments and the ingredients being of cremation ash, there will be small flaws and inconsistencies in the finished product. If there are any unforeseen problems we will work with you to resolve any issues but please check our Disclaimer & Refund policy for information on the potential risks associated with this product and the things we cannot guarantee, e.g. little flaws, small surface holes and things of that nature due to the inconsistency of the cremation ashes.