2mo ago
I cannot recommend Le Mela based on my experience. I ordered a memorial ring to remember my dog, Dave, who was sadly put to sleep shortly after I received the imprint kit. Before ordering, I contacted Le Mela to ensure the kit would arrive in time, and they were initially very helpful and compassionate. Unfortunately, after returning my completed kit, I was informed that the wax impressions had been lost in transit and only my paperwork had arrived. As Dave had already passed away, retaking the impressions was impossible. Le Mela then offered to use photographs of his nose to create the engraving, explaining that they would be "happy to offer" this in my case as a goodwill gesture. Naturally, I understood this to mean that this alternative would be provided without additional cost. After waiting over a week for an update, I was then told that the engraving would actually cost an additional £35. When I queried this, I was informed that the goodwill gesture had only ever referred to replacement waxes, despite this never being made clear in the earlier correspondence. There were several opportunities for this to be clarified, particularly after I explained that Dave had already been put to sleep and that retaking the impressions was no longer possible. Instead, I was left believing that a solution had been found, only to discover later that it came with another unexpected charge. What upset me most wasn't just the extra cost, but the lack of ownership over the misunderstanding. This was an incredibly emotional purchase intended to create a lasting memorial for my dog. Instead, it became a stressful, prolonged process that ultimately resulted in me requesting a refund rather than receiving the keepsake I had hoped for. To make matters worse, I was only offered a partial refund, leaving me out of pocket despite receiving no finished piece of jewellery. I don't feel this is fair given that the impressions were reportedly lost in transit after I had returned them. This was completely outside of my control, yet I have still had to bear the financial loss while receiving nothing in return. I have since been refunded the full £135 for the imprint kit following numerous email exchanges in which I explained my position. I also hope Le Mela reviews how these kits are returned. Given how precious and irreplaceable these impressions are, I would strongly recommend that they provide tracked, better-padded return packaging as standard. These aren't ordinary items—they're often the last physical memories people have of a beloved pet or family member. Taking extra steps to ensure the impressions reach their workshop safely could spare future customers from experiencing the disappointment and heartbreak that I went through. While the staff were always polite in their emails, I feel that the communication surrounding my case was inconsistent and ultimately lacked the clarity and compassion that I expected for such a deeply personal service. Sadly, what should have been a cherished tribute to Dave has instead become a very upsetting memory.
