Keepsake by Ryo, a company that creates personalised jewellery incorporating materials such as breast milk, ashes, and umbilical cords, is under police investigation following multiple customer complaints about undelivered orders.
At least 15 police reports have been filed, and affected customers have been unable to reach the business.
Reports of Missing Orders
Customers who placed orders between May 2023 and December 2024 claim that they have not received their items despite full payment being required at the time of purchase. The outstanding orders are estimated to be worth nearly $19,000, with individual purchases ranging from $50 to over $1,570.
Ms Angel, a customer who ordered two bracelet charms incorporating her baby’s umbilical cord, hair, and breast milk, said she expected delivery by February 2025. However, as the deadline approached, she was unable to get a response from the company. “Some had entrusted their loved ones’ ashes, umbilical cords, and breast milk to the business,” she said.
Another customer, Ms Merchele, had ordered two necklaces designed to contain her late dog’s ashes, which she sent to the company in August 2024. “We had already scattered the ashes at sea after the cremation. The only remains of my pet dog were what I had sent to Keepsake by Ryo,” she explained.
A WhatsApp group formed by affected customers now has more than 155 members.
Lack of Communication and Company Response
The company has not provided clear explanations for the delays. In December 2024, an Instagram post mentioned that the business owner had been hospitalised following a medical emergency and attributed the lack of responsiveness to personal circumstances. However, customers seeking updates on their orders received no direct responses.
In early February 2025, a message on the company’s website stated that Keepsake by Ryo was not taking new orders and was working on refunds and the return of materials. Some customers have reported receiving their items, accompanied by handwritten apology notes signed by “Ryo,” but no further details were provided.
Consumer Protection and Ongoing Investigation
The Consumers Association of Singapore (Case) has received at least four complaints regarding the company’s failure to deliver orders. Case president Melvin Yong confirmed that the organisation is assisting affected consumers, though specific details were not disclosed.
Company records show that Keepsake by Ryo underwent changes in its business registration in August 2024, with one previously listed partner and manager being removed. Attempts to contact the company through social media and phone calls have been unsuccessful.
Industry Considerations
Jewellers offering custom or sentimental pieces may view this case as a reminder of the importance of clear communication, reliable order fulfilment, and contingency planning. When dealing with irreplaceable personal materials, trust and transparency are essential for maintaining consumer confidence.
Ongoing investigations may lead to further regulatory scrutiny or consumer protection measures relevant to the bespoke jewellery sector.
