FAQ

Frequently Asked Questions

Why Buy From Us?

We understand that this is a difficult time, and we strive to make the process as simple as possible. We pride ourselves on:

  • Quality Craftsmanship: Our products are selected for their durability and aesthetic beauty.
  • Fast, Reliable Shipping: We ship promptly from our local facility in Melbourne, Victoria. We offer express post shipping at checkout for Australian orders.
  • Peace of Mind: We offer a "no-fuss" return policy to ensure you are completely satisfied with your selection.

What Shipping and Tracking Options Do You Offer?

FREE SHIPPING WITHIN AUSTRALIA
Items are posted within 24 hours of ordering via Standard Australia Post with signature and tracking. Delivery time is usually 6–10 working days. If your urn order is urgent, please select EXPRESS POST at checkout.

TRACKING: A tracking number will be emailed to you once your order has shipped.

SIGNATURE ON DELIVERY: By default, we send all orders requiring a signature on delivery.

EXPRESS POST: Delivery takes 1–4 business days depending on your location (shipped from postcode 3018).

SPECIAL/MADE TO ORDER: These items will have specific production timeframes listed in their description.

What is Your Returns Policy?

We offer a clear returns process for eligible products within 21 days of receiving your order.

  • Items must be unused and must not have come into contact with ashes.
  • Products must be returned in their original packaging.
  • Do not attach labels directly to the product box (use a protective satchel).

How to Return: Use the Australia Post Easy Returns portal to create your label or QR code.

What Payment Types Do You Accept?

  • PayPal: Express Checkout and "Pay in 4" options.
  • Credit Cards: VISA, Mastercard, and American Express via Shopify Payments.
  • Buy Now, Pay Later: Afterpay is available.
  • Digital Wallets: Apple Pay, Google Pay, and Shop Pay.

How Do I Select the Right Urn?

Consider the final resting place:

  • Home Display: Metal or ceramic urns offer durability and style.
  • Burial: Biodegradable urns or sturdy stone options are best.
  • Columbarium: Always check the niche dimensions with the cemetery first.
  • Sharing: Keepsake Urns or Memorial Jewellery are ideal for holding small portions.

What Urn Size Do I Need?

The general rule is 1 cubic inch of capacity for every 1 pound (0.45kg) of body weight prior to cremation.

  • Adult Urn: 200–250 cubic inches (approx. 2.9L to 3.1L).
  • Medium Urn: 50–100 cubic inches (for children or sharing).
  • Keepsake Urn: 2–10 cubic inches (about a golf ball-sized amount).

How Do I Transfer Cremation Ashes into an Urn?

Ashes usually arrive in a temporary container. You can transfer them using a handmade card funnel. We recommend placing newspaper down first to catch any stray particles. If you are uncomfortable doing this, most funeral directors or crematorium staff are happy to assist you.

How Do You Scatter Ashes?

Wind Direction: Always ensure the wind is at your back.
Trenching: You can dig a small trench in a garden and cover with soil or petals.
At Sea: We recommend a Biodegradable Water Urn. These float briefly before sinking, preventing ashes from blowing back onto the boat.

Do You Have a Shop I Can Visit?

No. To keep our prices competitive, our warehouse is not open to the public. We are strictly an online retailer.

How Do I Contact Premium Urns?

Email: premiumurns@casketsdirect.com.au
Phone: 03 8294 3285