'How do I transfer the ashes into the urn?'
We strive to make the transfer of ashes a dignified process. Once you have received the ashes from the funeral home you will firstly transfer them to the large sealable bag provided, once the bag is sealed you will then place them in the cotton pull string bag for placement inside the casket.
'Which Size Urn should I choose?'
You can follow the size guide to help you decide which size is suitable for your needs, however the standard displayed size of medium and large tend to be accurate for the placement of ashes.
‘How can I personalise my order?’
We have made the personalisation process simple and easy. Once you have added your urn to your cart, a personalisation box will appear at the bottom of your cart summary on the right of your screen. You can write your message in this box or in the comments box found at the check out process. Here you can also add your preference on font or any other additional requirements. If you have any questions regarding your personalisation then please do not hesitate to get in touch and we will try our best to accommodate. We strive to make your experience as smooth as possible to lay your loved one to rest in the most dignified way possible.
‘How long can my message be?’
We have a 50 character maximum for pet urn personalisation, 100 character limit for regular urns and 150 character limit for large plaques, however if your message exceeds this character limit then feel free to send us a message regarding your order and we will try our best to accommodate.
'What if I change my mind?'
If you change your mind or are unhappy with your purchase we will be happy to replace or refund your order, once we have received your return. Please note this does not include items that have been damaged by the customer.
'Why should I choose an urn from Serenity?'
If you choose to purchase from us, we can guarantee that your wishes will be handled with the utmost care and dignity to help you lay your loved one to rest.
‘Are your Urns suitable for burial?’
Yes, all of our wooden Caskets are also suitable for burial and cremation.
'Do you accept trade offers from Funeral Directors?'
Yes, we would gladly accept trade through any funeral directors.
'Are your Urns sealed?'
Yes, the urn unscrews from the bottom via 6 screws which will release the base. We recommend rescrewing the base once the ashes have been placed inside, to keep them safe and secure.
'What are the differences between the materials available?'
We offer 3 types of wood, all of which are sustainable and of the highest quality. We offer the always popular oak range as well as beautiful mahogany and Paulownia wood, which is a fast growing alternative to oak.
'Can I use any urn for my Pet's ashes, aside from the Pet urn?'
Yes, it's up to you which size/style you choose, although we would not recommend the larger size for most pets remains
'How will my urn be shipped?'
In most cases we can deliver within 2-3 days depending on your location. We use a next day delivery service through Evri. Orders are well packed and tightly secured within a large box.