Customer care
Returns & Refunds
How to get help with a damaged, faulty, or incorrect order and when returns apply.
We don’t accept change-of-mind returns for engraved or unengraved necklaces, except where you have a legal right to return your order.
Damaged, faulty or incorrect orders
If your necklace arrives damaged, has a fault, or differs from what you ordered, use our Contact form with your order number and a brief description. If photos would help, we’ll explain how to share them. We’ll explain the remedy available to you, such as repair, replacement or refund, as applicable.
Statutory returns and withdrawal
Your statutory rights apply to both engraved and unengraved orders. If you have a statutory right to withdraw, including the 14-day right from delivery for eligible online purchases in the EU, use our Contact form to tell us you’re withdrawing. We’ll provide the return instructions and explain any applicable costs and refund timing in line with your rights.