Questions, answered.

Right on the product page — when you order, you'll see an upload box. Add a clear photo or scan of the drawing (JPG, PNG or HEIC, up to 20MB). For the best result: good lighting, the whole drawing in frame, and as high resolution as you can. Phone photos are perfect — just avoid heavy shadows and tight crops. That's all we need to begin.

Never. We only ever share drawings — and only if you opt in (for $5 off). Photos of you or your child are never shared.

Yes. We email you a digital proof within 3 business days, and you get 2 free revisions. Nothing is hand-crafted until you're happy and approve it.

First, check your spam and promotions folders — these emails sometimes land there. Adding helddear.life@proton.me to your contacts helps ours come straight through. Still nothing after 3 business days? Email us with your order number and we'll resend it right away.

Plan for 6–8 weeks total, because each piece is made by hand from your image:

• Digital proof — within 3 business days
• You review & approve (2 free revisions)
• We hand-craft your pendant — 15 business days after you approve
• Shipping to your US address — about 10 business days

The timeline partly depends on you: we can't begin crafting until you approve your proof — so the sooner you reply and tell us you're happy with it, the sooner your pendant is on its way.

Free on every order — it's already included in the price.

All major credit and debit cards, plus Shop Pay, Apple Pay and Google Pay — whatever's easiest for you at checkout. Every payment is processed securely.

Within the United States only, for now. We want to get the experience right for one market before we expand.

Once it ships, we email you a tracking number. Please allow 24–48 hours for tracking to start updating.

Each pendant is hand-crafted in your choice of hypoallergenic stainless steel or solid 925 sterling silver. It comes ready to wear on a matching chain — about 18 inches, with a 2-inch extender (adjustable to 20 inches) — in free gift-ready keepsake packaging.

Everyday wear is no problem — normal sweat won't harm it. To keep it looking its best, take it off before showering, bathing or swimming: soaps, lotions and chlorine are hard on jewelry over time. Wipe it now and then with a soft, dry cloth and store it somewhere dry. Solid 925 silver can naturally darken over time — a gentle polish brings the shine right back. And like all silver and stainless steel jewelry, it will naturally pick up tiny marks and a soft patina with everyday wear. This is normal — the natural character of a piece that's truly worn and loved, not a fault or quality issue.

Absolutely — keepsakes like these make some of the most loved gifts. Every order arrives in free gift-ready packaging, and you can have it sent straight to the recipient by entering their address at checkout.

Every pendant is hand-checked before it ships, and we back it with a 30-day quality guarantee. If it arrives damaged or not as described — or if it tarnishes, breaks, or shows a manufacturing fault within 30 days of delivery — just contact us (with a photo where relevant) and choose a free re-craft (a brand-new hand-made piece) or a full refund. This covers genuine quality issues, not accidental damage or normal wear. Lost in transit? Reach out within 14 days and we'll make it right.

Anytime before you approve your proof, you can cancel for a full refund, no questions asked. Once you approve and we begin crafting, your piece is personalised and made just for you, so it can't be cancelled — but see the quality question above for damaged or faulty pieces.

Email helddear.life@proton.me with your order number and we'll help. We're a small studio and we read every message.