The quiet promises behind every Still…

A Still… contains a portion of the cremated remains of someone you loved. The trust you place in us when you send those remains is the most important part of this business — more important than the price you paid, more important than the design, more important than the brand. Everything we do is structured around honouring it.

How your remains are handled

• All ash handling occurs in our dedicated Melbourne facility, under direct staff oversight. We do not offshore any step that touches remains.
• Each return vessel is uniquely numbered and registered to your order on receipt.
• Each pour is photographed at the moment of mixing, with the order number visible in the frame, and the photograph is retained on your file.
• Each base is permanently marked underneath with the deceased’s name and a small Still… insignia.
• Each finished product ships with a sealed identification card carrying the chain-of-custody record.

How your data is handled

We collect only what we need to fulfil your order and the future anniversary refills you have asked us to send. Names, dates, postal addresses, payment details (held by Stripe — we never see your card), and the small set of personal context you choose to share with us.

• We do not sell your data, ever.
• We do not share your data with third parties except those strictly required to deliver your order (shipping carriers, payment processors, our chosen email provider).
• You can request a full export of your data, or its complete deletion, at any time by writing to hello@stillcandle.org.
• Chain-of-custody records relating to your loved one’s remains are retained indefinitely, even after data deletion, unless you specifically request otherwise.

If something goes wrong

We do not offer a return or money-back guarantee, because the product cannot be returned. The remains have been used to make it. What we offer instead is a commitment to remake the product, at our cost, if any aspect of craft or experience falls short of what we promised. If something is wrong — even something small — write to us. We answer personally.

Regulatory compliance

Cremated remains in Australia are regulated at state level with specific chain-of-custody requirements. We work with legal counsel to maintain compliance and adjust our processes as regulation evolves. The Melbourne-only manufacturing decision was made specifically to maintain regulatory clarity.