FAQS

We’re honoured to create your keepsake with care - made to hold meaning.

View our most frequently asked questions. If you can’t find what you’re looking for, we’re just an email away - reach out to us at hello@stonememories.com.au

Product information

How big are the stone pieces

Our stone pieces range from A6 to A4, depending on the design and your preferences. Each product page includes exact dimensions to help you choose the perfect size.

All of our pieces are hand-cut and hand-chiseled, so no two are ever exactly alike. These natural variations are part of the unique charm of each keepsake.

If you have specific size requirements or need guidance, feel free to reach out to us - we’re happy to help.

What stone do you offer

We offer two beautiful natural stones: Travertine and Limestone.

  • Travertine: Known for its naturally occurring holes and texture, travertine adds a distinctive, organic look to your keepsake. These natural features contribute to its unique character, though some fine details may appear softer in areas where holes naturally occur.
  • Limestone: A smoother, more uniform surface, perfect if you prefer a cleaner, classic finish with no visible holes. This stone provides excellent clarity for all types of designs and text.

Both stones are durable, timeless, and crafted to preserve your memories for years to come.

Why are some stones not perfectly smooth

As a natural material, both Travertine and Limestone feature veins, textures, and small holes. These aren’t imperfections but part of what makes each piece authentic and one-of-a-kind. We celebrate these natural details as they enhance the beauty and character of your keepsake.

Can I expect the same design results for every piece

Because each stone is unique, the final result may vary slightly from what you see in product images. While we work hard to ensure the quality of every design, subtle differences in surface texture, color, or markings of the stone may affect the final appearance.

This is especially true with Travertine, which has natural holes and variations. These characteristics are a beautiful part of what makes each piece truly one-of-a-kind.

What if I receive a keepsake that looks different from the one I saw online

The product images on our website are digital previews to help you visualise your design. Your keepsake will be created on a completely unique piece of stone, so it will not look exactly like the stock image shown online.

Each piece of stone is different - that’s what makes your keepsake truly personal and impossible to replicate.

What imperfections should I expect with my order

Each keepsake is made from natural stone, so variations in colour, texture, and finish are expected. Travertine, in particular, may feature natural holes or veins that can affect how text or designs appear in some areas. These are not defects but part of the character of the stone, making your piece one-of-a-kind.

Our designs are permanently infused into the stone’s surface - they are not vinyl or UV-printed. This means there’s no peeling, flaking, or sticky residue, and the finish works in harmony with the natural stone. You may notice subtle variations such as softened edges, shifts in tone, or gentle texture differences. These are normal and enhance the authenticity and beauty of your keepsake.

Are the stone pieces suitable for outdoor

While both Travertine and Limestone are durable stones commonly used outdoors, our keepsakes are best suited for indoor display to preserve their beauty.

Prolonged exposure to direct sunlight, moisture, and extreme temperatures may affect the finish over time - particularly if your keepsake features metallic accents. For long-lasting preservation, we recommend displaying your keepsake indoors.

Can I request a sample before placing an order

We currently do not offer physical samples, as each keepsake is handmade to order. However, when customising your product on our website, you’ll be able to see a live preview of your design as you create it.

For extra peace of mind, you also have the option to request a digital design proof during checkout for a small additional fee. This proof will be prepared manually and sent to you for approval before production begins - perfect if you’d like to double-check the layout, font styling, or positioning of your design.

Do I need a stand for my stone keepsake

Every keepsake comes with a custom display stand, so it’s ready to showcase from the moment it arrives. While our stones are 30mm thick and can technically stand upright on their own, we include a stand for both safety and presentation.

Why we include a stand:

  • Safety first: Prevents accidental tipping that could cause the stone to chip or crack.
  • Better display: Angles your keepsake perfectly for viewing and reading.
  • Surface protection: Protects your furniture from scratches.
  • Peace of mind: Keeps your precious memory secure and stable.

Each stand is designed to complement the stone, so your keepsake arrives complete and ready to hold meaning in your space.

Ordering and payment

How long will it take for my order to be crafted

Please allow up to 2 weeks for production before shipping. For larger or highly customised orders, timelines may vary - if this applies, we’ll be in touch to let you know

How do i place an order

Placing an order is simple: browse our website, choose your product, personalise it, and complete checkout.

Can I bulk order for events like weddings or corporate gifts

Yes, we offer bulk orders for events. Reach out to us with your requirements and we’ll provide a personalised quote and timeline tailored to your occasion.

What payment methods do you accept

We accept major credit cards, debit cards, and digital payment options including PayPal.

Can I modify my order after it has been placed

You can request changes within 48 hours of placing your order. After this time, your keepsake may already be in production and changes may not be possible.

If you need to make a change, please contact us at ✉️hello@stonememories.com.au as soon as possible. Additional charges may apply depending on the request.

Please note: We are not responsible for delays or rush fees resulting from requested changes.

What happens once I place my order

As soon as your order is placed, it enters our production queue and we begin handcrafting your keepsake.

Depending on the size and complexity of your order, this process can take up to 2 weeks. Please keep this in mind when planning your timeline and refer to our estimated delivery times for guidance.

Do you offer gift cards

Yes. We offer digital gift cards that make thoughtful presents for any occasion.

Customisation

Can I add my own design or logo

Yes. We can work with your logo or personal design - just make sure the file quality is high so we can achieve the best possible result on stone.

What customisation options are included in the price

All standard personalisation options are included in the price. This covers names, dates, messages, and layout selections.

The only additional charge applies to custom line drawings (created from your own photo), which require a design fee. If you’re unsure, feel free to contact us and we’ll walk you through what’s included.

Can I choose my own font

Yes. We offer a curated selection of fonts to choose from when designing your piece. If you have a specific font in mind that isn’t listed, just get in touch - we’ll be happy to see if we can accommodate your request.

Will I receive a proof before my order is created

The live preview you see while customising your keepsake on our website serves as your proof. This means you can view and approve your design in real time before placing your order.

If you’d like an additional proof after customising, you can add the Additional Proof option to your cart for $10 per proof.

Please check your email promptly during the proofing process to keep your order on track. We’re not responsible for delays or rush fees caused by late responses. If we don’t hear back after two follow-up emails, your order will be created based on the original proof provided and will not be eligible for cancellations, returns, or refunds.

Shipping and delivery

What shipping options are available

We offer standard and express shipping within Australia. At checkout, you can choose the delivery method that best suits your timeline and needs.

How much does shipping cost

Shipping costs are calculated at checkout based on your location, the size of your order, and Australia Post’s weight-based rates. Because our keepsakes are crafted from solid stone, they are heavier than most parcels - shipping is always calculated fairly and directly at checkout.

Will I receive tracking information for my shipment

Yes. Once your order is shipped, we’ll send you tracking details so you can follow its journey home.

When will my order arrive

Standard shipping typically takes 7–10 business days after dispatch. Express shipping may shorten this timeframe. You’ll receive tracking details as soon as your order is on its way.

Do you ship internationally

No, we currently only ship within Australia. Please contact us, if you would like for us to ship internationally. We will work with you personally.

Returns

Do you offer refunds

Because all of our keepsakes are handcrafted and personalised, we’re unable to accept returns on custom orders. We recommend reviewing our processing and delivery times, as well as double-checking all personalisation details (names, dates, spellings, etc.) before finalising your purchase.

For non-custom items such as accessories, we accept returns within 14 days of delivery, provided the items are unused, unopened, and in their original packaging. Return postage is the responsibility of the buyer unless the item is faulty.

Please note: Gift cards are non-refundable and cannot be cancelled once purchased.

If you need any help or have questions, please reach out - we’re here to assist.

Do you offer cancellations

We begin production promptly after receiving your order. If you need to cancel, we can offer a full refund if the cancellation is made within 48 hours of placing your order.

After 48 hours, cancellations are refunded at 50%, and unfortunately, orders cannot be cancelled after 5 calendar days.

My order arrived damaged. What should I do

We package every keepsake with care, but on rare occasions, damage can occur during transit. If this happens, please get in touch at hello@stonememories.com.au within 5 days of delivery, including your order number, photos of the damage, and the packaging.

We’ll review your case promptly and, if the damage occurred during shipping, we’ll make it right with a suitable resolution.

Please note: We cannot take responsibility for damage that occurs after delivery.

I received an incorrect item. What should I do

We take great pride in the care and accuracy of every order, and errors are extremely rare. However, if a mistake has happened on our end, we’ll make it right straight away.

If you’ve received the wrong item or there are issues with personalisation, please contact us at hello@stonememories.com.au with your order details, and we’ll review it promptly.

Please note: Personalisation details (such as names, dates, or spellings) are printed exactly as entered at checkout, so we’re unable to offer replacements for errors made during ordering.

General

Are the materials ethically sourced

We are committed to sourcing our materials responsibly, ensuring they meet ethical and sustainable standards. We carefully select suppliers who align with our values of quality and environmental responsibility.

What occasions are these keepsakes best suited for

Our keepsakes are designed to honour life’s most meaningful moments - from weddings, birthdays, and anniversaries to memorials and milestones. Each piece can be tailored to reflect the significance of your occasion.

Where is Stone Memories based

Every Stone Memories keepsake is designed and made in Australia. Each piece is handcrafted locally with care, then shipped across Australia.

How do I care for my keepsake

Your keepsake can be gently wiped with a soft, dry cloth to remove dust. Please avoid harsh cleaners, prolonged moisture, or direct sunlight to preserve the finish. If your piece includes metallic accents, avoid abrasive cleaning to keep the sheen bright and untarnished.

1 of 5