FAQs

 

Fingerprint FAQs

Please note questions regarding the fingerprint process and timings are in the next FAQs section x 

 

1. Do you capture fingerprints of all ages?

Yes. We capture all ages, from newborns through to adult sized fingerprints. Our process is suited for most ages, however it is necessary that the fingerprint has visible lines on it.  

 

Newborn fingerprints develop in the womb from 22 weeks, so they will be present on a newborn child. Whilst we have produced keepsake from as young as a few days old, please note, newborn fingerprints can be shallow and fine, so having a close-up check to see if the lines are visible will be able to determine if a print can be captured. 

 

For newborn and children fingerprints, we aim to keep these as true to size as possible for the final necklace. For adult prints (which may be larger than our pendants), we use our engraving technology to scale these down, whilst keeping the ratio and fingerprint detail in perfect condition for the final engraving. 

 

2. I already have an existing print. Can I use this to produce a Deja Marc piece of jewellery? 

We except any existing fingerprint, paw print, hand print or footprint. You do not need to use our Deja Marc fingerprint kit. We simply provide our fingerprint kits as most people don't have a print on file already.  

 

In the case you already have a print on file, simply select 'No, I already have a print' on your desired piece of jewellery (this is an option on every product page). After you have ordered, simply send your prints to prints@dejamarc.com.

 

If you wish for the team to qualify the quality of your print before you place an order, simply send this through to prints@dejamarc.com and the team will be able to review this for you.

 

3. Do you store customer fingerprints for future purchases?

We keep all customers prints on file, unless otherwise asked. We have a lot of customers wishing to use their stored prints for new repeat orders. Simply add your previous order number into the notes section at checkout and the team will apply these filed fingerprints to your new order and commence production as soon as possible.

 

4. Will I receive my physical fingerprints back?

Yes! We send all physical prints we have in the studio at the time of engraving back with your final package. Another lovely keepsake. 

 

Production Timeline FAQs

1. How long does the whole process take?

 

If you require a fingerprint or pawprint kit, the timeline is as follows: 

Your fingerprint kit will be sent out within 24 hours (Mon-Fri) of receiving your order. Please note if you place an order over the weekend your fingerprint kit will be sent on Monday via Australia post. Please note, for all orders (except international orders) Deja Marc will send you an email with your fingerprint kit tracking number so you can follow it home. 

 

Once received, it is the customer's responsibility to complete and return their kit. You can do this via post or the email address prints@dejamarc.com to speed up the process. 

 

Once we receive your completed kit, it will take approximately 1 week for our team to engrave, polish, pack and complete your bespoke keepsake. This timeframe doesn't include the return postage back to the final Australian recipient.

 

Please note, we will send you email communication at each step of the process.  To read more details on shipping & returns, as well as international orders please visit our shipping & returns page.

 

If you do not require a fingerprint or pawprint kit, the timeline is as follows: 

Once you have placed your order, please send a photo image (not scan) of your best print to prints@dejamarc.com

 

Once we have receive your print and the team have confirmed its quality, it will take approximately 1 week for our team to engrave, polish, pack and complete your bespoke keepsake. This timeframe doesn't include the return postage back to the final Australian recipient.

 

Please note, we will send you email communication at each step of the process.  To read more details on shipping & returns, as well as international orders please visit our shipping & returns page.

 

Process FAQs

1. How do I capture the perfect fingerprint?

We know it’s important for you to capture the best fingerprint, so we have produced full instructions and a How To video on our process page. If you still have questions after reading this page, send us an email to prints@dejamarc.com. 

 

Our top tips include:

  • If you are capturing a baby or child's fingerprint, we recommend doing this when they are relaxed or sleepy so their little hands are relaxed.
  • If you are seeing a dark blob you are pressing too hard. Attempt a tap instead of a hard press.
  • Do not roll your finger. Just simply tap it down on the print paper. 

 

It's important to know that we do tidy up your fingerprints so they don't need to be perfect. If there is a smudge or a line is broken, don't worry, we will clean this up for you whilst ensuring the design remains aesthetically identical to your prints. 

 

2. How do I capture the perfect paw print?

If you’re trying to capture a paw print, we understand it can sometimes be a little daunting. Our key tips are to groom your pet, use treats and pick the right time of day. If you don't get it perfect, we can always tidy your print up for you and remove smudge! 

 

For more information, check out our How-to guide here for all our tips and tricks!

 

3. What if I am unsuccessful in capturing my loved ones fingerprint?

In the rare circumstance your prints are unsuccessful and not usable, Deja Marc will reach out to you offering you another kit, and guide you through the process. If you are unsure if your fingerprint is usable, you can contact us at prints@dejamarc.com and we will assist you.

 

4. How do I get my completed fingerprints back to you? 

Please send your completed prints back to us in the prepaid envelope provided or for the quickest service, send us a clear photo of your print to prints@dejamarc.com along with your order number.

Our address is below for anyone who may have lost their return envelope. 

Deja Marc
PO Box 7463
Bondi Beach
NSW, 2026

5. I haven't had confirmation that Deja Marc have received my fingerprints. 

Deja Marc communicate with you via email at every step of the process. As soon as we receive your prints and the team have confirmed they are good quality, we will communicate this with you.

 

If you have posted your pre-paid envelope including your fingerprints and not heard from Deja Marc confirming receipt after 10 days, please send us an email to hello@dejamarc.com or via our contact page. Please detail your order number and we will investigate this for you.

 

Bespoke Jewellery FAQs

1. Do you create bespoke creations? 

Yes! We produce bespoke engraving designs daily. From different fingerprint combinations (for example Trio on one side, Handprint on the other), all the way to handwriting, line drawings and designs. Simply send an email to hello@dejamarc.com we can send you a draft order to review the costs of your desired creation. 

 

2. Do you sell your pendants separately? 

Yes! You can purchase a pendant separately or add multiple pendants (max of 3) to any necklace. Simply reach out to our customer service team on hello@dejamarc.com and we will send you a draft order to review the costs of your desired bespoke jewellery.  

 

Jewellery & Quality FAQs

1. How do I take care of my jewellery? 

Every piece of jewellery comes with a Jewellery Care Card, however we have also written full instructions here for you.

 

2. What is your jewellery made from? 

Our jewellery pieces are made of high quality precious metals and are either 18k Gold Vermeil, 18k Rose Vermeil or Solid Sterling Silver. We have written about each of our precious metals and production techniques on our Jewellery care page. 

 

Bereavement FAQs

1. Do you offer bereavement services?

Firstly, if you are reviewing this question due to a loved one passing, we are sorry for your loss. We understand that having a loved one’s fingerprint on a piece of jewellery after they pass is incredibly special, so we work with several families in preparation or with funeral homes (and still families) quickly after someone has passed to ensure this process is possible.

Do you require a fingerprint kit? 

If your order is time sensitive, we recommend you order our express option to ensure your kit arrives via next day delivery.  

Working with a funeral home? 

We can work with your funeral home if you would like us to liaise with them directly. We have a formal process we can share with them. Please contact us via hello@dejamarc.com or call 0448184759 if your enquiry is urgent.