Refund policy

Here’s the same policy with a softer, more luxurious tone while still keeping the legal essentials clear.

Returns & Repairs Policy

1. Our approach

Each piece is crafted to order, especially for you. Because of this bespoke process, all sales are final and we do not accept returns or offer refunds, except where an item is faulty or not as described, in line with your statutory rights under UK law.

When you place an order, you are confirming that you have read and understood this Returns & Repairs Policy.

2. Bespoke and made‑to‑order pieces

Our jewellery is made to order and often tailored to your chosen specifications, such as size, chain length or design details.

Because these pieces are bespoke, they are usually exempt from the standard 14‑day “cooling‑off” period that applies to many online purchases, and we are not obliged to accept returns or provide refunds if you change your mind, select an incorrect size, or feel the style is not quite right for you.

Once an order has been confirmed and production has begun, it cannot be cancelled, returned or refunded, other than in the circumstances described in Section 3 (Faulty or Misdescribed Items).

3. Faulty or misdescribed items

We take great care in the making and finishing of every piece, but if something is not quite as it should be, we will always put it right in line with UK consumer law, including the Consumer Rights Act 2015.

You may be entitled to a repair, replacement or refund if the item you receive is:

  • Faulty or defective on arrival.

  • Not as described on our website or in our written communication with you.

  • Not fit for the usual purpose of jewellery of that kind.

If you believe your piece is faulty or not as described, please contact us as soon as reasonably possible with:

  • Your order number

  • A short description of the issue

  • Clear photographs or a short video showing the concern

We may ask you to return the piece for inspection so we can understand exactly what has happened. Where a manufacturing fault or defect is confirmed on arrival, we will in the first instance offer a complimentary repair of your piece. If a repair is not possible or not proportionate, we will then offer a replacement or a refund, in line with your statutory rights.

If a fault is reported within the first 30 days after delivery, you may be entitled to a full refund if you do not wish to accept a repair or replacement. After 30 days, we are generally entitled to explore a repair or replacement as the first step.

4. When we are unable to accept returns

To protect the integrity of our bespoke process, we are not able to accept returns, exchanges or refunds in the following situations, unless the item is faulty or misdescribed:

  • You have changed your mind or no longer wish to keep the piece.

  • An incorrect size, chain length or specification was selected at checkout.

  • Damage arises from wear and tear, accidental damage, impact, exposure to chemicals or improper care, including any attempts to alter or repair the piece yourself or via a third party.

  • The natural signs of age and wear that appear over time with regular use.

For hygiene reasons, and in line with standard practice for fine jewellery, earrings and other piercing jewellery cannot be returned once worn or removed from their sealed packaging, unless they are faulty.

5. How to get in touch about an issue

If you have any concerns about your order, we invite you to contact us in writing at [your customer service email], sharing:

  • Your full name

  • Order number

  • Date of purchase and delivery

  • A short description of the issue

  • Photographs or a short video to help us see what you can see

We will respond with the next steps and, where appropriate, details of how to safely return your piece to us for assessment.

6. Return shipping for faulty items

If we ask you to return an item that may be faulty or misdescribed:

  • We will provide guidance on how to package and return it securely.

  • Where a manufacturing fault or our error is confirmed, we will either provide a prepaid label or reimburse reasonable return postage costs, and we will cover postage for any repaired or replacement piece being sent back to you.

If, after assessment, no manufacturing fault is found (for example, where the issue is due to wear, accidental damage or improper care), the piece will be returned to you and we may not be able to reimburse your return postage costs.

7. Timing of any approved refunds

Where a refund is agreed in line with this policy and your statutory rights, it will be processed to your original payment method as soon as reasonably possible, and in any event within 14 days of our confirmation that a refund is due or of receiving the returned piece, where applicable.

8. Your legal rights

This policy sits alongside, and does not replace, your rights under UK consumer law, including the Consumer Rights Act 2015.

If you would like independent guidance on your consumer rights, you can contact Citizens Advice.