A small brand that makes one thing carefully

The photograph is set inside the stone, not printed on the surface of it. That is the part worth understanding, because it is what makes the piece survive being worn: there is nothing on the outside to rub off.

It is not a locket. Nothing opens, and there is no paper picture folded up inside. You see the image by putting a light behind the stone — a phone torch is enough — and pointing it at something pale. The rest of the time nobody knows it is there, which is the point.

The pendant is a plated finish over a base metal, in gold, rose gold or silver. It is not solid gold and we will never suggest otherwise. If you want solid gold, buy solid gold, and expect to pay many times this.

It hangs on a fine cable chain. The keychain is the same stone and the same heart, hung on a polished split ring instead.

Nothing exists until you order it. There is no shelf it comes off, because every piece has one particular person's photograph inside it and is no use to anyone else.

Your piece is made and posted by our production partner overseas, not from a warehouse in the United States. Most orders arrive within two to three weeks of being placed. We would rather write that down plainly than quote you a few days and miss it.

You approve your photograph before we make anything. If you add it when you order, you confirm it there. If you would rather order first and send it afterwards, we email you for it and you approve the proof before production starts. Either way we keep a record of what you approved.

If what arrives does not match it, or it arrives damaged, or it never turns up at all, we remake it free or refund you in full — whichever you would rather.

What we cannot do is take back a piece with someone's photograph set inside it because you changed your mind. It cannot be sold to anybody else. That is not a policy we chose so much as one the product imposes, and we would rather be clear about it now than argue about it later.

The picture you upload is used for one thing: making and checking your piece. We do not put customer photographs in our advertising, and we do not pass them to anyone beyond the partner who makes the piece.

Whatever you send us — someone you have lost, a child who is no longer that small, an animal you are slightly embarrassed to admit you miss that much — we treat it accordingly. If you want yours removed from our files, write to us and we will do it.