FAQ: Order Procedure

Q1: IS THERE A CHANCE THAT THE INCLUSIONS ARE MIXED UP?

A: We invest heavily on our IT system to eliminate this from happening. Our IT system, will automatically sent you an email to confirm receipt of your inclusions. Then your inclusions will be boxed up and proceed for preservation, casting, packing and dispatching. Till date we only had 1 case of mix up, and that was because the handwriting of the order number for the inclusion that we receive was so bad that we thought it was another number. Since then, we cross check all inclusions with not only the order number, but other information such as name, return address and etc. If you are still worried that a mixed up may occur, you can opt for our inclusion collection service whereby a smartpac and a system generated order form will be send to you for the purpose of collecting your inclusion.

We didn't lie when we say that we invest heavily in our IT system. The order form generated by our comprehensive IT system will reflect the item(s) you purchase, your order number, your personal details and many other information to provide a multiple level cross referencing check ensuring that there is absolutely zero chance of a mix up.
 
Smartpac is a pre-paid trackable postal service provided by Singapore biggest postal service provider, Singpost. Now you can rest easy with a peace of mind that your inclusions will reach us fresh, with no chance of mix up and with no worry of lost mail. Anytime you are feeling worried, simply track your inclusion package at www.singpost.com.

You can do so by adding this item in your shopping cart before checking out, http://www.keepsakebyryo.com/products/inclusions-collection-service

Alternatively, you can just write nicely on the inclusion before sending it to us. :D

 

Q2: HOW LONG DO I HAVE TO WAIT FOR MY KEEPSAKE JEWELLERY?



A: As per most Breastmilk Jewellery makers, the usual waiting period ranges from 2 - 14 weeks from the receipt of your milk. Anything faster might be made in advance. Do note that waiting times may be longer during holiday periods, and depending on the complexity of your order. The waiting period can also be affected by a myriad of other factors such as low hardware stock and holiday periods. Please understand that each piece is individually handcrafted, and we will usually re-cast your piece if I find it not up to our standards. I believe our reviews speak for my workmanship. 

 

Q3: HOW DO I MAIL IN MY INCLUSIONS?

A: Kindly label all your inclusions with your name, order number and contact number before mailing. You may send in your inclusions via normal mail, registered mail or any international postal services example DHL, Fedex and UPS. Do note that we do not accept 3rd party local (Singapore) courier services such as, Qexpress, Ta-Q-Bin, Uparcel and etc.

Mailing Address:

Keepsake by Ryo

My Mailbox 884038

Singapore 919191

 

For Breastmilk:

20ml of Breast Milk is required per item. Pack your milk in double milk bags before mailing to prevent any leakages. Place it in a padded envelope with sufficient postage stamp for its weight, (In 2024, 20ml requires a SGD$2.00 local stamp). It is best to have your package weighed at the post office, and purchase the stamp amount necessary for normal mail. Please thaw before sending to prevent wetting other people’s letters. Kindly remember to label your inclusions.

For Hair:

Place a lock of hair (20-30 strands depending on hair thickness, approximately 2-3cm preferred) in an envelope. If your baby's hair is short and fine, please give me more hair to work with. Kindly remember to label your inclusions.

For Cord:

It is best to give me the full cord to work with, I will return you any excess. Kindly remember to label your inclusions.

For Ashes:

 


1g of cremated remains (ashes) required per item. Pack your cremated remains in a clear ziplock bag and label it clearly with your Name, Order Number & Contact Information. Place it in a padded envelope with sufficient postage stamp for its weight. It is best to have your inclusions mailed in via Smartpac or any Trackable Mail options at SingPost, rather than normal mail.

 

 

 


Other inclusions;

 

Kindly check with me before mailing.

Q4: IS IT POSSIBLE TO MAKE CHANGES TO MY ORDER AFTER PAYMENT AND CONFIRMATION HAS BEEN MADE?

A: Yes, you can make changes before we receive your inclusions. A $30 administrative fee will be charged for any changes made. Do note that upon receiving your inclusions, we will send a confirmation email upon receiving your inclusions and no changes can be made after that. This is because the casting and preserving process will start immediately upon receiving your breastmilk hence further changes cannot be made anymore. Kindly contact us on our facebook or website should you decide to make any changes. Again we would like to seek your kind co-operation to ensure that your order is correct before making payment as it is an administrative nightmare to keep track and register changes. We seek your kind understanding on this matter.

Q5: CAN WE SELF COLLECT THE ITEMS FROM YOU OR SELF DELIVER OUR INCLUSIONS TO YOU?

A: As the studio is based in our home where we have small children, we do not feel comfortable allowing people outside of our friends and family into their space. Hence we do not allow self-collection and self-delivery of inclusions. As we value our privacy as much as we value your support, we hope to have your kind understanding on this matter.

Q6: I HAVE MADE AN ORDER BUT THERE IS A NEW ITEM THAT I FORGOT TO INCLUDE, CAN I ORDER AGAIN BUT NOT PAY THE SHIPPING/DELIVERY CHARGES?

A: No, previously we allowed such practice but the process of finding your original order is almost impossible and we end up bearing the additional shipping cost twice. As we do not make much, we hope that you could understand the difficulty on this matter. And maybe consider ordering above $150 to enjoy the free shipping.

Q7: CAN EXPIRED BREASTMILK STILL BE USED TO MAKE THE JEWELLERY?

A: Yes of course, it may not be suitable for consumption but it is perfect for making Breastmilk Jewellery. However do note that the colour of your keepsake is greatly affected by the colour of your breastmilk, hence colour may vary slightly due to the colour of your breastmilk.

Q8: MAY I USE LEFTOVER MILK FROM MY PREVIOUS ORDER(S)?

A: Due to past experience, we no longer allow such practice anymore. Although you may send more milk than the required 20ml/per item, but our storage containers only able to store an approximate 20-30ml for every item. We would require an average of 5 to 10 ml to make your item as we have a strict 2-cast policy, where we will recast your original order in the event that your first cast is undesirable. The remaining breastmilk will be stored for the purpose of warranty activation (if any). Hence, most customers who request to use their previous milk will leave us with only 10ml to cast, rendering defect rectification impossible and leaving us with a very thin margin for error. Hence we no longer allow such practice.

Q9: MY FRIEND AND I ARE INTERESTED IN PURCHASING JEWELLERY. CAN WE TAG OUR ORDERS TOGETHER IN ONE ORDER TO BE SENT TO ONE ADDRESS?

A: We apologise for any inconvenience caused, but we no longer allow multiple customers to share an order. Each order comes with a unique 4-digit order number which is used in the labelling of your inclusions. This 4-digit number is tagged to your order for processing, casting, packing, mailing and other post-order work. To prevent miscommunication and eliminate errors in inclusion handling, kindly place your orders separately.