Frequently asked questions about cremation urns
Fenicetek urns are designed with our exclusive patented closure system, developed to ensure a flawless and secure seal for every piece. Where required, the system also allows the urn to be sealed in full compliance with applicable legal regulations governing official sealed closures.
As you will notice, each urn is supplied with an aluminum nameplate that can be engraved with the name of the deceased. This element also serves to discreetly conceal the screws, transforming the closure into an elegant design feature rather than a purely technical component.
All closure caps are made of ABS plastic, and all screws are made of zinc-plated steel.
The only exception is the Opera model, which features a wooden closure cap.
It’s very simple. You can either:
fill out the form in the Contacts section of our website, or
email us at: info@fenicetek.com
A member of the Fenicete
Yes. We’re always interested in building new partnerships with funeral products distributors worldwide.
We simply need to confirm whether an existing partner is already operating in your territory.
To check availability and discuss distribution, email us at: distribution@fenicetek.com.
No, we do not offer direct to consumer sales (B2C). However, we can either:
coordinate the purchase with your trusted funeral home, or
connect you with the nearest authorized Fenicetek retailer.
In any case, feel free to contact us at: info@fenicetek.com and we’ll help you manage everything in the best possible way by putting you in touch with the closest Fenicetek retailer.
Our urns are proudly Made in Italy.
Production by finish:
Traditional Ceramic: our high-end, smooth, glossy ceramic design urns are entirely handcrafted in a town in the Province of Venice by our master ceramicists.
Ecogrestek: our matte, textured Ecogrestek design cremation urns are produced in the Province of Turin.
Metal: our metal cremation urns made from 100% recycled aluminum are produced in the Province of Turin, with all components sourced from Piedmont.
Please note: since May 2025, we’ve also opened a new production hub in Brazil, which through Fenicetek LatAm Ltda serves the Latin America (LatAm) market only, with products intended exclusively for that geographic area.
Our Platinum and Gold finishes are premium decorative ceramic finishes. They are not “solid metal,” but a special enamel that contains precious metals, then gets permanently fixed through kiln firings to achieve a bright, deep, and uniform result.
How it’s made (in simple terms):
First, the urn is fully completed as a ceramic piece (the base ceramic has already been fired and stabilized).
Then the decoration is applied: the finish is hand-painted with brush passes, with extreme precision (this step alone can require around 2 hours when detailed work is involved).
To lock in the finish and ensure the highest quality, the urn goes through three firing cycles at around 800°C.
What it contains:
Platinum finish: an enamel containing approx. 14% 24-karat gold and 7% pure platinum.
Gold finish: an enamel containing approx. 16% 24-karat gold and 3% platinum.
The result is a truly high-end, long-lasting finish: it’s kiln-fixed and vitrified, not a simple surface coating.
Yes, but only if the model specifications clearly state it is suitable for “Outdoor” use. When placing an urn outside, please use common sense: avoid water pooling at the base and, above all, freezing temperatures. If water remains in contact with the base and then freezes, it can increase the risk of breakage. In cold areas, we recommend a sheltered position and a draining or slightly raised base.
Important note: Ecogrestek models tend to perform worse outdoors because their rough, textured surfaces can collect more dust and dirt over time. In addition, their matte finish may cause the color to fade/lighten faster. For outdoor use, we therefore recommend choosing a traditional ceramic model.
You can order Fenicetek design cremation urns in three ways:
Register on fenicetek.com and access the Shop section to place your order like a standard e-commerce purchase.
Email us at account@fenicetek.com, including your company details, the product code, and the quantities you need.
If you prefer working with a single supplier, contact your trusted funeral products distributor and ask them to get in touch with us.
We keep over 1,500 items in stock, across multiple references. Delivery time depends on availability:
If the product is in stock on our e-shop (the typical case, except for large distributor orders), your shipment leaves within the next business day after the order is placed, via DHL or FedEx using the standard Economy service, with normal transit times.
You can also request an Express upgrade, which will be quoted and confirmed directly with one of our sales consultants.If the item is not in stock, restocking usually takes 2–3 weeks.
For the most accurate lead time, we recommend emailing us in advance at account@fenicetek.com to check availability and replenishment we’ll confirm the actual delivery date.
It’s a fair concern ceramic cremation urns can be vulnerable during shipping.
To minimize risk, we use reinforced packaging designed specifically for ceramics, with dedicated protective materials, and we ship only with carefully selected carriers. Thanks to our process and experience, we ship worldwide every day with an excellent track record.
We still recommend you always:
check the outer packaging condition upon delivery
take photos of any visible damage
if anything looks wrong, sign the delivery note “with reservation” (subject to inspection)
In the unlikely event of an issue, our team will act quickly and manage the replacement or the best solution, providing full support.
IMPORTANT: without photo documentation and a delivery note signed with reservation, we cannot provide a free replacement.
Our urns are designed to look exceptional, but they must be cleaned correctly depending on the finish.
NEVER use chemical cleaners on any of our products.
- Traditional Ceramic
Regardless of color or finish, clean the urn (especially fingerprints) using a new, never-used microfiber cloth slightly dampened with water. Then dry it with a second new, never-used microfiber cloth. - Ecogrestek
Ecogrestek surfaces are intentionally rough and textured. We recommend removing dust using manual air blowers or compressed air spray (easy to find online, in hardware stores, or electronics shops).
If you notice stains, contact us immediately and send photo documentation. - Metal
For painted metal parts, follow the same method as Ecogrestek (air blowing / compressed air). For the chrome-plated plastic ring, use a new, never-used microfiber cloth dampened with water.
Yes. After cremation, ashes typically equal about 3.5% of body weight and measure roughly 3.2–4.5 liters in volume.
Fenicetek cremation urns are designed to comfortably hold this amount: our standard models range from 3.2 liters to 5 liters. They can be placed in cemeteries, family tombs, or kept by the family at home or in a dedicated memorial space.
Our Keepsakes, instead, have a capacity of 180 ml, ideal for preserving a small portion of ashes (where allowed) or meaningful keepsakes in memory of a loved one.
Choosing the right pet urn size depends on the animal’s species and weight. Our Pet Urns are available in different capacities to fit dogs, cats, and other pets.
All our designs are officially registered and protected in the countries where we operate.
If you spot unauthorized copies of our products, do NOT purchase or resell them, and contact us immediately with as many details as possible (photos included, if available).
Our team will assess the case and take the appropriate legal steps, helping protect your business and the exclusivity of our products.
It depends on local laws and cultural practices in your country. In some places, keeping ashes at home is common and fully permitted; in others it’s restricted or not allowed. In some countries, rules can also vary by region or municipality.
To be safe, always check your local regulations and, if needed, ask your trusted funeral director, who can guide you to the correct option for your specific case.
Our urns are crafted by our Italian artisans among the best in their field and are truly handmade. Each urn is unique, and for this reason, tiny imperfections can be completely normal: there is no handmade product that is “perfect” and identical down to the millimeter.
In many cases, small variations in texture, finish, or surface are simply part of the ceramic craftsmanship process—not a defect, but a real added value.
If you’re unsure, please send us a few clear photos to info@fenicetek.com (one overall picture + one close-up of the area). We’ll review them quickly and confirm whether it’s a handmade characteristic or an actual nonconformity.
Our urns are manufactured to a very high qualitystandard and each item goes through strict quality checks throughout production.
Our AQL target is extremely low about one minor defect per 13,000 units.
If you believe your urn has a cosmetic issue, please email info@fenicetek.com and include clear photos of the defect. Our team will review the case promptly. If the issue is confirmed as a manufacturing-related cosmetic nonconformity, we will arrange the collection of the urn and ship a replacement with the same product code.
If the defect is due to improper handling, lack of care, or incorrect use, a replacement cannot be provided.
Yes. You can exchange your order within 6 hours of placing it, and in any case before the shipment is handed over to the courier, by emailing us at info@fenicetek.com.
If the request comes after this time (or once the shipment has already been dispatched), the urn(s) you wish to replace must be returned to:
Fenicetek Srl
Via Signagatta 23
10044 Pianezza (TO)
Italy
As soon as the items arrive safe and undamaged, we will issue a cancellation or full refund, minus the outbound shipping cost we originally paid. Any damage that occurs during the return shipment will be your responsibility.
At the moment, we kindly ask that payments are made by bank transfer only. The bank details may vary depending on your currency and country of residence, and you will find the correct information in the confirmation email you will receive right after completing your order.
We kindly ask you to make the payment as soon as you place the order. Please note that we can only dispatch your order once the payment has been received.
At the moment, credit card payments are not available on our website. However, if needed (for currency-related or technical reasons), we can generate a secure payment link via Stripe and send it to you so you can pay safely by card.
No, at the moment we do not offer installment payments.
Payment terms for distributors may vary depending on the country, order volume, and the type of partnership. Please contact us at distributor@fenicetek.com, and we’ll get back to you quickly with a tailored proposal.
We offer support before and after your purchase to make sure everything goes smoothly from choosing the right product to delivery follow-up.
You can contact us at info@fenicetek.com for:
Product guidance (pre-sale): help selecting models, finishes, sizes/capacity, and compatibility.
Order assistance: corrections or changes before the shipment is handed over to the courier (where possible).
Shipping support: tracking, delivery updates, and help in case of delays or split deliveries (multiple parcels).
After-sales support: issues on arrival, visible defects, or damage during transport (please include photos so we can act fast).
Returns/exchanges/refunds: instructions and eligibility based on our policy.
We reply as quickly as possible during business days and will always give you a clear next step.
Yes, as long as you contact us within 6 hours of placing the order and before the shipment is handed over to the courier.
Email us at info@fenicetek.com as soon as possible so we can stop the dispatch.
Once the shipment has been dispatched, we can no longer cancel it immediately. If you still want a refund, the item(s) must be returned to us first (see the return instructions below).
Please email info@fenicetek.com with your order number and a brief explanation. We will reply with the next steps and confirm the correct return procedure.
All returns must be shipped to:
Fenicetek Srl
Via Signagatta 23
10044 Pianezza (TO)
Italy
Refunds are processed only after the returned items arrive and are checked. Once confirmed in good condition, we will proceed with the refund as quickly as possible (3-5 working days).
If a refund is approved after dispatch, the refund will be total minus the outbound shipping cost we originally paid to send the order.
The customer is responsible for arranging and paying the return shipment, unless we explicitly agree otherwise in writing.
Returned urns must arrive safe and undamaged. Any damage that occurs during the return shipment is the customer’s responsibility, and may affect eligibility for a refund.
If you received an urn with damage or defects, please contact your funeral home first (they can assess the item in person and manage the replacement process). They can contact us directly to coordinate the solution. If needed, you can also email us at info@fenicetek.com.
Refunds are issued using the most appropriate method based on how you paid (typically bank transfer). We’ll confirm the details with you by email, and we will ask you to provide your payment details, which must exactly match the bank account and account holder name from which we originally received the payment.
No, we do not offer direct to consumer sales (B2C). However, we can either:
coordinate the purchase with your trusted funeral home, or
connect you with the nearest authorized Fenicetek retailer.
In any case, feel free to contact us at: info@fenicetek.com and we’ll help you manage everything in the best possible way by putting you in touch with the closest Fenicetek retailer.
Delivery timing depends on the funeral home or the crematorium you are working with. If you have chosen a Fenicetek urn, please ask your funeral director or the crematorium directly, as they manage the ordering process and delivery schedule in your specific case. Please also note that deliveries to remote areas may take longer due to courier routing and transit times.
Yes, a ceramic cremation urn is highly recommended, and it is made to last over time. Ceramic is one of the best choices because it is naturally resistant to aging: issues such as mold, oxidation, and material deterioration that can affect other materials are not typical of ceramic.
With normal care just like any delicate object ceramic is an “eternal” choice, designed to remain stable and beautiful for years.
Usually, no. The ashes are typically placed in a sealed bag by the crematorium or the funeral home before being placed inside the urn. So even if the urn were to fall and break, the ashes would remain contained inside the bag.
Our urns are designed to look exceptional, but they must be cleaned correctly depending on the finish.
NEVER use chemical cleaners on any of our products.
- Traditional Ceramic
Regardless of color or finish, clean the urn (especially fingerprints) using a new, never-used microfiber cloth slightly dampened with water. Then dry it with a second new, never-used microfiber cloth. - Ecogrestek
Ecogrestek surfaces are intentionally rough and textured. We recommend removing dust using manual air blowers or compressed air spray (easy to find online, in hardware stores, or electronics shops).
If you notice stains, contact us immediately and send photo documentation. - Metal
For painted metal parts, follow the same method as Ecogrestek (air blowing / compressed air). For the chrome-plated plastic ring, use a new, never-used microfiber cloth dampened with water.
After cremation, ashes typically equal about 3.5% of body weight and measure roughly 3.2–4.5 liters in volume.
Fenicetek cremation urns are designed to comfortably hold this amount: our standard models range from 3.2 to 5 liters. They can be placed in a cemetery or family tomb, or kept at home or in a dedicated memorial space.
If you are looking for a smaller option, our Keepsakes have a capacity of 180 ml, ideal for preserving a small portion of ashes (where allowed) or for keeping meaningful keepsakes in memory of a loved one.
Choosing the right pet urn size depends on the animal’s species and weight. Our Pet Urns are available in different capacities to fit dogs, cats, and other pets.
It depends on local laws and cultural practices in your country. In some places, keeping ashes at home is common and fully permitted; in others it’s restricted or not allowed. In some countries, rules can also vary by region or municipality.
To be safe, always check your local regulations and, if needed, ask your trusted funeral director, who can guide you to the correct option for your specific case.
Thank you for your purchase.
In this case, please contact your funeral home or the crematorium where the service took place. If local regulations allow it, you can purchase a new urn through them, so they can safely transfer the ashes in compliance with the law.
Unfortunately, we cannot accept returns of urns that have already been used.
Please contact your funeral home (your funeral director) first. They can inspect the urn in person and confirm whether what you’re seeing is a normal handmade characteristic or an actual defect, and advise you on the next steps. If there are still any doubts, they can contact us directly—or you can email us at info@fenicetek.com.
This would be the first time it has happened thanks to our strict quality controls, but please return the urn to your funeral home and request a replacement.
We will coordinate directly with them to handle the solution.
In most cases, yes but we can’t guarantee it 100%.
Our models usually stay available for many years, however in some situations a long time can pass and a collection may change or be discontinued. Also, since our urns are handmade ceramic pieces, slight shade variations between different production batches are normal: we can ensure a very similar result, but an identical match is not always possible with ceramic craftsmanship.
If having the same model and color is very important to you, we recommend purchasing in advance and keeping it, or asking your funeral home to store it for you so it will be ready and available when needed.
Retail pricing can vary significantly depending on the country and local funeral service providers. If the price seems excessive or applied in bad faith, we can step in by contacting the funeral home to clarify the situation and, if needed, reporting improper practices also through the distributor supplying them with our products.
We also recommend contacting more than one authorized provider to compare offers and ensure you receive an authentic Fenicetek urn at a fair and transparent price.
