Terms of service

Last updated: October 2026

These Terms apply to consumer orders placed directly with Ashes into Glass for customers in the United Kingdom, whether through our website, by telephone, in person or using an Ashes into Glass Ordering Pack.

Your contract is with Barleylands Glassworks Ltd, registered in England and Wales under company number 03389725, trading as Ashes into Glass. Ashes into Glass is a registered trade mark of Barleylands Glassworks Ltd.

Our address:

Ashes into Glass
Barleylands Glassworks
Barleylands Craft Village
Barleylands Road
Billericay
Essex
CM11 2UD
United Kingdom

Email: studio@ashesintoglass.co.uk
Telephone: 01268 293000

These Terms are intended to work alongside the consumer protection laws that apply where you live. Nothing in these Terms removes or limits any rights that cannot lawfully be excluded.

Our business arrangements with funeral homes and other trade customers are covered by separate agreements.

1. Your Memorial Piece

Each Ashes into Glass memorial piece is made individually at Barleylands Glassworks using the small amount of ashes you entrust to us. We fuse the ashes into glass and craft it into your chosen design, creating a personal piece that is unique to you.

2. Accepting your order

We accept your order when we send you an order confirmation. If we’re unable to fulfil an order, we’ll contact you and refund any payment we’ve received for it.

3. Bespoke and personalised jewellery

Each memorial piece is made individually using ashes supplied specifically for your order and your chosen design and options. The finished piece is personal to you and cannot normally be resold or supplied to someone else.

If you wish to cancel your order, please contact us as soon as possible. Before production begins, we will cancel your order and refund the amount paid. Once production has begun, we may not be able to cancel your order or accept a return simply because you have changed your mind.

4. Sending ashes to us

Your Ashes into Glass Ordering Pack contains the instructions and materials you need to send us a small amount of ashes. We require approximately one teaspoon per order. Please follow the instructions provided.

We take responsibility for the care and custody of your ashes once they have been received at our workshop.

If you arrange your own postal or courier service, please check the provider’s terms for information about parcels in transit. If you use a return service arranged by us and there is a delivery problem, contact us and we’ll help investigate it with the provider.

You’re also welcome to bring ashes to our workshop during our published opening hours.

5. How we care for ashes

We understand the significance the ashes hold for you. We treat them with care and respect throughout every stage of creation.

When ashes are received:

• they are kept within our secure premises in a sealed, individually identified container when not being used;

• all work involving the ashes takes place at Barleylands Glassworks; and

• they are not transferred to another workshop or organisation to create the memorial glass.

As with the cremation process itself, creating our gemstones involves a furnace and high temperatures, which may change the appearance of the ashes. During finishing and polishing, a small amount of ash may also be removed with the excess glass as the gemstone takes its final form.

If a gemstone needs to be remade, the original gemstone will be reconstituted and combined with the remaining ashes before the gemstone is created again.

Unused ashes will be returned with the completed order unless another arrangement has been agreed with you.

6. Handmade glass and natural variation

Every Ashes into Glass memorial stone or glass piece is individually handmade. The examples shown on our website, in brochures and in display samples represent our work; your finished piece will have its own unique appearance.

Natural variations may occur in colour and tone, the appearance and distribution of ashes within the glass, and small bubbles or other features created during glassmaking. These variations are part of the character of handmade glass.

We make each piece to the design, colour and specifications you choose.

7. Engraving

Complimentary engraving is available on eligible pieces up to 25 characters, including spaces and punctuation.

Engraving is not available on earrings.

The size, positioning and layout of engraving will be determined by our experienced engravers to achieve the most appropriate result for the particular piece.

Please check the spelling, dates and wording you provide carefully.

8. Ring sizes and resizing

Our rings are individually cast to the size you order. A new ring may feel different at first, especially if its profile or width differs from rings you usually wear. We recommend wearing it for around two weeks before deciding whether it needs resizing.

We offer one complimentary increase of up to one ring size, subject to the ring’s design and condition. Please contact us before arranging any resizing.

For resizing, further alterations or maintenance, please use our Care & Repair service.

9. Prices and payment

Prices are shown in pounds sterling (£) and include VAT at the rate applicable when you place your order. Any delivery charges will be shown before you place your order.

Unless we have expressly agreed otherwise, you must pay for your order in full before we send your completed jewellery.

10. Estimated completion dates

Because each memorial piece is handmade, we’ll give you an estimated completion timeframe when your order is accepted. If a significant delay arises, we’ll let you know and do our best to keep your order on track.

If you need your jewellery by a particular date, please tell us before ordering and we’ll confirm whether we can guarantee it.

11. Delivery of completed orders

We send completed orders by Royal Mail Tracked delivery.

We’re responsible for your order until it has been physically received by you or someone you’ve asked to accept it.

If your order appears to be lost, damaged or incorrectly delivered, please contact us and we’ll investigate with Royal Mail.

12. Lifetime Craftsmanship Guarantee

Our memorial jewellery is made to be worn and made to last. Each specially toughened glass gemstone is highly resistant to scratches, everyday impact and regular wear, and is generally more hard-wearing than its precious-metal setting. The metal part of your jewellery may be more susceptible to scratches, marks or damage during wear.

The Lifetime Craftsmanship Guarantee is provided by Barleylands Glassworks Ltd, Barleylands Glassworks, Barleylands Craft Village, Barleylands Road, Billericay, Essex CM11 2UD, United Kingdom. It applies to Ashes into Glass memorial jewellery purchased in the United Kingdom and covers manufacturing defects in materials or workmanship for the lifetime of the item. 

What the guarantee covers

If your jewellery develops a fault because of a defect in our materials or workmanship, we will assess it and, where the guarantee applies, repair or remake the affected item at no charge. We will choose the most appropriate remedy based on the fault and the item’s condition.

To help protect your jewellery, we recommend removing it before contact sports or activities where equipment may strike it. Please avoid exposing it to harsh chemicals or abrasive materials.

Chains are not covered by this guarantee. It also does not cover loss or theft, accidental damage, misuse, normal wear, or faults or damage caused or contributed to by work carried out by another jeweller, repairer or third party.

13. Care & Repair

We understand how much your memorial jewellery means to you. Our Care & Repair service is available exclusively to our client for guarantee claims and if you believe your jewellery is faulty, damaged or not as ordered. You can also use it for maintenance, resizing, accidental damage and other repairs.

Before sending your jewellery to us, please complete our Care & Repair form.

Once we receive your jewellery, our jeweller will assess it and let you know whether any work is covered by our guarantee or your statutory rights. If any work will be chargeable, we’ll send you a quote first.

We will not carry out chargeable work until you have approved the quote.

We may ask you to provide a small additional amount of ashes if the gemstone needs to be remade.

14. Complaints

We take complaints seriously and aim to deal with them fairly and promptly. If you’re unhappy with any part of our service, email studio@ashesintoglass.co.uk or call 01268 293000. Please include your order number and details of your concern so we can investigate.

15. Your statutory rights

These Terms and our Lifetime Craftsmanship Guarantee are in addition to your rights under the law and do not limit them. These include your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Goods must meet the legal standards for satisfactory quality, fitness for purpose and conformity with their description.

16. Governing law

These Terms are governed by the laws of England and Wales. This does not affect any mandatory consumer protection rights you have under the law that applies where you live, or your right to bring a claim in any court where you are legally entitled to do so.