REALLY not happy. Received my two silver lumin imprint rings and have two fatal complaints: first off, it is metal and not silver. After one evening of wear my finger is green and there is a strong smell of metal.
Secondly, one of the imprints has a line through it. This was not on the casting that I sent off - I have pictures of the casting which I emailed to them prior to sending, to check they’d come out ok. So it hasn’t been quality checked prior to being sent out.
I suspect I’ve been targeted out of spite here. I’ll explain why. After posting the rings on 5th January I sent at least 3 emails over the following weeks requesting to know if they’d arrived. The postage envelope provided was not tracked, I later found out, which is ridiculous. I didn’t get a reply until I commented on a social media post (!) requesting help, at which point they emailed me back quite rudely stating that I can find out online via the order portal when my rings have been received and posted. This wasn’t made clear ANYWHERE on the faq page, order emails, anywhere. So I wasn’t to know.
The next day I get an email to say my rings have been dispatched, so I immediately wondered if they’d been bodged together. Clearly they were.
I’m disgusted and will be filing a small claims if necessary as I’m not having these precious rings be fake.
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.
The team at Le Mela have been amazing!! My mum bought me the Lumin kit for my birthday. Before I knew about this gift the Le Mela team helped my mum ensure she had the right kit and size for me. Once I received the kit I had great fun trying to get a print of my dogs nose using the wax mould. I soon figured my dogs nose was quite squashy! Meaning getting a defined print was quite tricky. Because of this, before sending off my mould I emailed Le Mela a photo to see if they thought it was a good enough mould as I wasn't sure what it should look like at this point! I got a speedy response letting me know it looked great for casting. I also felt the mould was quite tight when I tried it on, the team explained to me this can be the wax mould causing friction and it will feel different once casted, however they ensured the ring would be casted in the size I requested. I received my ring within 2 weeks and I was overjoyed to see my puppy's nose casted onto the ring. I couldn't recommend Le Mela enough and I love supporting small business like this, especially for something that is so unique. Thank you so much Le Mela, love Lois and Elma (woof)
Unfortunately we had a really bad experience with this store. I was really exited to buy one of the lumin bracelets as a gift, however it just kept going downhill. Firstly they casted the wrong wax and sent us the wrong product. when i questioned this they admittedly did fix it free of charge but the emails did make me feel like it was my fault this happened. Secondly, multiple of the charms fell off within the first day of the new bracelet arriving which obviously should not happen. when i emailed and told them of our experience, i was blamed and and treated with disrespect when i just wanted a bracelet which was worth the £190 spent on it... When i followed up letting them know my disappointment, i was ignored and i am still waiting for a reply !!
Just be wary before you purchase something, i really wanted a good experience but i didn't receive it :(
Handmade Silver and Gold Jewellery using seaglass from the English Coastline. Le Mela offers wax ring kits, for customers to design their own casted ring at home.
