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A woman says she is heartbroken after Royal Mail lost her mum's ashes and left "part of her floating around".
Kayleigh Evans has been left devastated and unsure where to turn after the postal service failed to deliver the item which was posted in September.
As a way to honour her mother Christine Evans, who died in December 2021 at the age of 62 after catching coronavirus, Kayleigh decided to encase some of the ashes in a silver memorial pendant as a gift to her auntie.
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However, despite posting the necklace from Swansea to Colchester, Essex, where Christine's only sister, Michelle, lives on September 21, the necklace never arrived.
Despite contacting Royal Mail, Kayleigh claims the postal service told her they don't know the whereabouts of the necklace.
She says the whole experience has left the family "mortified" and they are "devastated" about losing the sentimental item.
Kayleigh decided to get some of the ashes encased in the pendant which read "your wings sister were ready but your heart was not" as a gift for her mother's only sibling to have some of the ashes near her.
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She claims she posted it first class on September 21, however, as of yesterday (Tuesday, October 25) – and countless phone calls with Royal Mail – the package still hasn't been located.
"They keep saying they just can't find it. Obviously, my auntie is mortified," said Kayleigh.
"She was saying 'that's my sister Kayleigh', but what can I do?"
"They blamed it on the strike first of all, I just really don’t know."
Kayleigh added: "They’ve said there’s nothing they can do.
"It’s not even about the necklace, part of my mother is floating around somewhere. It’s heart breaking, it’s weird really.
"It’s her sister more than anything that I’m upset about."
Kayleigh said they expected the small parcel to be delivered within days, however nobody can locate it.
A Royal Mail spokesperson said: “We are very sorry for the distress experienced by our customer in relation to this delivery.
The spokesman added "We understand the deep emotional significance of this item, and extend our deepest sympathies.
"We plan to contact our customer to apologise, gather further information and discuss next steps.
"Unfortunately it appears that this item was sent using a service which does not offer tracking and this makes it harder for us to locate it within our systems.
"The tracking options and level of compensation cover vary according to which delivery product is chosen, so we urge all customers to carefully consider which product is best when sending highly significant items."
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- Royal Mail
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