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.

Honestly, no — and we'd rather tell you upfront. Our pendants are made with enamel, filled one color at a time. That works beautifully for drawings with clear lines and distinct colors — marker, crayon, or pen. It doesn't work for watercolor or soft shading: gentle color blends turn into flat blocks, and the result stops feeling like your child's art. If you're unsure, upload it anyway — you'll see the design before we make anything, and we'll always tell you honestly.

No — a photo of your child is always kept private. We never use any image that shows a real person’s face, no exceptions. You may see a finished pendant in our gallery (that’s our own craft), and we’ll only ever feature the original artwork you sent us with your permission.

Yes. We email you a digital proof within 3 business days, then we go back and forth with you — adjusting until you’re happy and we both agree it’s right. Nothing is hand-crafted until you’ve confirmed. And if we can’t get there together, you can cancel for a full refund.

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 about 4–5 weeks total, because each piece is made by hand from your image:

• Digital proof — within 3 business days
• You review & approve — we refine it together until it's right
• We hand-craft it — about 1 week for line art, 2 weeks for color enamel (every color is filled in by hand)
• We inspect and pack it by hand — a few days
• Shipping to your address — about two weeks

Line art usually arrives in about 4 weeks; color enamel in about 5.

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.

We ship free to the United States, Canada, Australia, New Zealand, Hong Kong and Singapore. Duties are already included, so there’s nothing extra to pay when your parcel arrives — these are the only six countries and regions we ship to at the moment, and we’re not able to send orders anywhere else just yet.

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.

Because every pendant is shaped to your child’s own drawing, the size varies a little from piece to piece — but most are around 1 × 0.84 inch (about 2.5 × 2.1 cm), roughly the size of a US quarter. We keep it true to the original so every line stays recognizable, while staying light and comfortable to wear every day. You’ll see the exact size and look in your digital proof before we make it.

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.