FAQ

A standard smartphone photo works perfectly—as long as the subject's face or main outline is clearly visible. Photos with even lighting, a centered subject, and a good close-up yield the best results. Even if your photo is slightly blurry, we'll extract the key features and redraw it. If it's truly unusable, we'll ask you to provide another one before showing the preview—so you never pay for a disappointing result.

Yes, we capture the true likeness. Since the finished keepsake is only about 12mm, we don't replicate every single strand of fur or fine line. Instead, we distill the most recognizable features—face shape, expression, main fur layers, or facial proportions—so it remains instantly recognizable even at this size. This is a deliberate artistic choice of our hand-crafting process, not a loss of detail.

Absolutely. Names, birthdays, anniversaries, or even a handwritten phrase can be engraved on the keepsake, placed on the back, or crafted as a standalone text charm to integrate into a Story Set. For handwritten text, simply upload a clear photo of the original, and we'll recreate it faithfully.

Yes, and it's a core step of our process. Once you upload your photo, we'll create a design preview for your approval. Only when you're completely satisfied do we proceed with handcrafting. If you're not happy with the preview, we'll adjust the direction free of charge. Simply put: preview first, pay when satisfied. No blind purchases.

That's exactly why we offer a 'preview first, craft later' process. The final piece will highly match the design preview you've approved. If the item you receive significantly differs from the preview due to a crafting error on our end, we'll rework or remake it for free. What you approve is what you get.

Our standard pieces use 925 sterling silver, with purer 999 silver also available. For a golden finish, upgrade to Gold Vermeil (heavy gold plating over sterling silver), or choose 10K / 14K / 18K solid gold as a premium custom upgrade. Every option is jewelry-grade and suitable for long-term, everyday wear.

925/999 silver and solid gold are skin-friendly and hypoallergenic for the vast majority of people. Silver may naturally oxidize and darken with prolonged exposure to air; this is normal and can be easily polished with the included polishing cloth. Gold Vermeil has a thicker coating, making it more durable and colorfast. To keep the shine longer, avoid contact with perfume, sweat, and cosmetics.

Every keepsake features a modular design. By swapping the backplate and connectors, the same keepsake can switch freely between a necklace, earrings, brooch, or tie clip—one memory, many ways to wear. Connectors can be purchased alongside your keepsake or added later.

Yes. We balance the connection points and backplate placement based on how you intend to wear it, ensuring it drapes perfectly, sits comfortably, and doesn't flip over. If you're wearing multiple keepsakes as a set, let us know the priority order, and we'll distribute the weight accordingly.

A Story Set is a way to combine multiple keepsakes—like a portrait, a name, a birthstone, or a paw print. Each piece represents a single moment, and together they tell a complete story. They can be assembled into one statement piece or detached and worn separately. It's the most captivating feature of the MomentGem modular system.

Absolutely—that's the beauty of modular design. Every keepsake features puzzle-like edges, allowing new pieces to seamlessly interlock with your existing ones. Your story can keep growing. Start with one today, add another next year, and build an entire life journey over time.

Yes. Backplates, connectors, chains, and other accessories can be purchased individually, making it easy to unlock new ways to wear your keepsakes or complete your setup as you add more pieces. Just reach out to us whenever you need them.

2-piece Story Sets start at ¥1,199, 3-piece Story Sets at ¥1,699, and 5-piece Gift Box Sets at ¥2,899. Final pricing varies based on the chosen craft (resin / enamel / relief / gemstone) and material (silver / Gold Vermeil / solid gold), and will be clearly itemized at checkout.

Since every piece is handcrafted after preview approval, it typically takes 2–3 weeks from design confirmation to craft and ship. If you need it for a specific holiday or anniversary, please order in advance or contact us for expedited service.

Yes, we ship worldwide. Available shipping methods and estimated timeframes for your region will be displayed at checkout. Once dispatched, you'll receive a tracking number to follow your keepsake's journey.

We offer a 30-day return and exchange guarantee for non-custom accessories and unused items. Since custom keepsakes are exclusively made based on your approved preview, we offer free reworking or remaking if there are crafting defects or if the piece significantly differs from the preview. We take full responsibility for bringing your approved design to life.

Avoid contact with perfume, cosmetics, sweat, and pool water. Store it in a sealed bag when not worn to minimize oxidation. Gently wipe with the included polishing cloth to restore shine; avoid using rough fabrics or toothpaste on the surface. With proper care, it will stay with you for many, many years.