No obligation, no pressure. Ask any question — we're happy to help you understand the process before you decide.
For questions about the process, pricing, or to begin your commission. Typically replied to within one business day.
[email protected]Mon–Fri · reply within 1 business day
Prefer a more personal conversation? Email our founder directly. If you have a delicate or urgent situation, please say so.
[email protected]Personal · direct · no obligation
Prefer to speak by phone? Call us Monday to Friday during business hours. We are based in Auckland (NZT).
+64 22 511 2751Mon–Fri, 9am–5pm NZ time
Tell us a little about your situation — whether you are memorialising a person or a pet, whether you have hair available, and which design interests you. No detail is too small; no question is unwelcome.
We'll answer your questions and, if you're ready to proceed, provide an order link. If your situation is urgent (for example, you're collecting hair from a loved one who has recently passed), let us know and we'll prioritise your enquiry.
Once your order is placed, we provide sample preparation and posting instructions before you send your hair sample.
We confirm receipt of your sample, notify you when growth begins, and can provide Life-ID-tagged photo and video milestone records across sample collection, handover, growth, cutting, setting, and dispatch. Diamond production takes approximately 60 days from laboratory sample receipt. Our customer delivery estimate is approximately 80 days from receipt of a suitable sample; customs or carrier delays may extend this estimate.
Our customer support is based in Long Bay on Auckland's North Shore. We serve customers throughout New Zealand entirely by post — you do not need to visit us in person at any stage.
You send your prepared hair sample by post, and we return the finished jewellery by insured courier — from Northland to Southland and everywhere in between.
THE SILMARILWe aim to respond to all enquiries within one business day. If your situation is time-sensitive — for example, if you are collecting hair from a recently deceased loved one — please note this in your email and we'll treat your enquiry as a priority.
No. The entire process is handled by post. You send your prepared hair sample by post and we return the finished jewellery by insured courier. Customers from Northland, Wellington, Canterbury, and Otago all order without ever visiting us in person.
Anything you're comfortable sharing: whether the hair is from a person or a pet, which design you're considering (The Guardian in white gold, or The Warmth in yellow gold), and any specific questions. There's no minimum information required — we're happy to help at any stage of your decision.
Absolutely. There is no obligation when you enquire. Many of our customers take a few conversations before they are ready to proceed — and that's completely fine. We understand that this is a meaningful decision that deserves time and care.
Our HPHT process requires hair, not cremation ashes. If you only have ashes, we explain the options on our dedicated ashes page. If you have any hair saved — even a small amount — get in touch and we'll let you know if it's sufficient.
Yes. Gemological certification by GIA or IGI is available on request at an additional cost. Email [email protected] for current certification pricing. Certification can be arranged before or after your order is placed.