Frequently Asked Questions

If you have a question we haven't covered please email us at tellmemore@castandpresent.co.uk so that we can add it to our list.

Q. Do I need an appointment?

A. Appointments are preferred, however they are generally not required if you are ordering jewellery or outprints and impressions although you may have to wait until we are not attending to other customers. To order our silver charms we recommend you arrive before 4pm as we close at 4.30 each day. When ordering the impressions or outprints you may find that you will need to wait approximately 15-20 minutes whilst we prepare the mould. There are many other shops, a cafe and a children's play area at Studley Grange so killing time is never a problem! 3D castings are much quicker for you and us if we have more staff so we do like you to make an appointment if possible. However, you are welcome to just turn up and see if we can fit you in the same day. There may be occasional days where we are unable to take 3d casting moulds.

Q. How long does it take to do?

A. Taking the prints for jewellery or impressions and outprints takes just a few minutes. You'll find that you are only in the shop for as long as it takes you to choose from our extensive range. You can expect a 3d casting appointment to last approximately 45 minutes depending on the product chosen.

Q. What if I can't come to the shop? Can you send me a kit?

A. We can send a kit for you to take fingerprints, or hand and footprints for the silver jewellery. There is a charge for this. We cannot send out kits to take moulds for other items.

Q. What age does my baby have to be?

A. As long as there is a suitable print then all of our products are suitable for any age. Please be aware that although all babies develop at differing rates, we generally do not see much definition in a fingerprint from a baby less than 4 months old. We will always advise if this is the case and recommend that you consider the alternative of using their tiny hand or footprints until they are older.

Q. What do you use to take moulds? Will it be safe for my child?

A. Fingerprints are taken into non toxic moulding putty which leaves no trace on the fingers. Hand, foot and lip prints for silver are taken using an inkless system which leaves no visible mess. There will be a slight greasy residue which is easily removed with baby wipes. Again this is a non toxic and completely safe for your baby. In order to take pet prints for use on silver we need to use water based paint. We will remove as much as possible with wipes before you leave the shop. You may wish to wash your pets' paws in soapy water once you are home. The mould for impressions and outprints is taken in traditional earthenware clay. This is easily removed using baby wipes and, once dried, should be brushed from fabric. It will then wash out. The 3d moulds are taken using a dental alginate. This is skin safe, non toxic and wiped away after the process is complete. However, it can be difficult to remove from some fabrics so we recommend old clothing be worn during this process.

Q. Do I need to bring anything?

A. Something to distract your child or animal can be useful. Please wear old clothes if you are attending a 3d casting appointment. If your baby becomes unsettled during the appointment it may be useful to be able to feed them.

Q. Will it be messy?

A. Generally the process will not be messy. However, on occasion after a 3d casting appointment you may find some of the moulding material on clothes. This is not always easy to remove and so we recommend you wear and dress your child in old clothes.

Q. Does it hurt?

A. The process should not hurt you, your child or pet in any way. However, you should be prepared that your child may become unsettled during the process. It may appear that we are pressing down hard onto the hand or foot. Please remember that the clay is soft and so this will not be causing your child pain.

Q. Can I bring my dog to the shop?

A. Dogs are welcome in our shop, into the craft village but not into the cafe or children's play area. Please be considerate to other customers who may not be comfortable around animals whilst you are in our shop.

Q. My child won't sit still. How will you get them to cooperate?

A. Our highly trained team are experienced in taking moulds of children of all ages and temperaments. We have various techniques which enable us to obtain the best mould possible. If we feel that we cannot produce a high quality piece from the mould then we will advise you as soon as possible.

Q. What if it doesn't work?

A. With prints for jewellery or impressions and outprints we can tell straight away if the mould is suitable. If not we will simply take it again. 3d casting moulds are slightly more difficult. We usually take 2 of each hand, foot or paw. Wherever possible we will cast these moulds immediately and have an answer for you on the same day. Occasionally we may ask you to attend a second appointment in order to ensure you receive a product of the highest quality.

Q. When will I receive my finished item?

A. Our standard production times are 3 weeks for jewellery, 4 weeks for stone items (stone outprints, framed 3d castings and hands entwined) and 6 weeks for ceramic impressions. Cold cast and solid metal castings may take longer to be ready for collection. All items are to be collected from the shop unless special arrangements are made. Please do contact us if you have a shorter deadline as we may still be able to accommodate your order.

Q. Will my silver be hallmarked?

A. Our silver charms are of hallmark quality. However, we do not currently hallmark our silver as it would add a significant amount of time and cost to the item.

Q. How do I look after my item?

A. Please follow the link to our product care page on how to take care of your items.

Q. Will you post my order out to me?

A. We will not post framed items due to the risk of damage in transit. There is a 5 charge for posting jewellery and unframed 3d castings. We use Royal Mail Special Delivery.

Q. Can I pay on collection?

A. We do not currently offer any payment plans. All orders must be paid for in full at time of order.

Q. Can I get duplicates?

A. We will keep any prints taken for silver on our files indefinitely. If you wish to make a duplicate order please contact us. Duplicates of other items must be requested at the time of order and we will advise whether it is possible.

Q. Will you come to my toddler group?

A. Yes. We will attend toddler groups, play groups, NCT meetings, etc. Please contact us for more information.

Q. Do you attend home appointments?

A. Yes. We will attend home appointments within a 10 mile radius of central Swindon and Calne. There is a 10 surcharge for this service under orders of 200. Please contact us to discuss appointments in other areas.