Made-to-Order Jewellery & Right to Cancel
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers normally have the right to cancel an online purchase within 14 days of delivery.
However, this right does not apply to goods that are made to order or personalised, as permitted under the Regulations.
All jewellery sold on our website is made to order and individually crafted specifically for each customer once an order is placed. For this reason, we do not accept returns or offer refunds for non-faulty items once production has begun.
This does not affect your statutory rights in the event that an item is faulty, damaged, or not as described.
Cancellations
Once an order has been placed, production is scheduled to begin immediately.
Orders cannot be cancelled, amended, or refunded once production has started. Requests to cancel due to change of mind, incorrect size selection (where sizing guidance was provided), or personal preference cannot be accepted.
In limited circumstances, and at our sole discretion, a cancellation request made shortly after purchase may be considered only if production has not yet begun. This is not guaranteed.
Returns & Refunds (Non-Faulty Items)
We do not accept returns or offer refunds for made-to-order jewellery in cases including, but not limited to:
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Change of mind
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Ordering the wrong size (where sizing guidance was provided)
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Preference for a different style or colour
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Items that have been worn, used, or altered
This policy is in line with UK consumer law regarding made-to-order and personalised goods.
Faulty or Incorrect Items
Your statutory rights are not affected.
If your item is:
You are entitled to a remedy under the Consumer Rights Act 2015.
Please contact us as soon as possible, and ideally within 48 hours of receiving your order, providing clear photographs and a description of the issue.
Where a fault is confirmed, we will offer one of the following:
Resizing & Adjustments
Where applicable, we may offer one complimentary resize or adjustment, subject to the design and condition of the item. This is assessed on a case-by-case basis and does not apply to all products.
Customers are responsible for shipping costs associated with resizing unless otherwise agreed.
Condition of Returned Items
Where a return has been authorised (for example, due to a confirmed fault), items must be returned:
Items returned in a worn or damaged condition may be refused or refunded at a reduced amount.
Refund Processing
Approved refunds will be processed to the original payment method within 14 days of receiving the returned item or confirmed resolution.
