Returns, Exchanges & Refunds

Please check every detail before placing your order: spelling, characters, fonts, stones, metal colour and size. We make your piece exactly as entered at checkout and can't accept returns for errors in the details provided.

Every product page shows whether a piece is Made to order or Ready to ship.

Ready-to-ship pieces can be returned for a refund within 14 days of delivery, provided every one of the following is true:

• The return was requested by email and approved by us before it was sent (see How to return).
• The piece is unworn, unused and unaltered, with no scratches, dents, marks, scent, lotion or signs of wear.
• It's returned with all original packaging, boxes, pouches, tags, cards, invoice and any free gifts included with the order.
• It hasn't been resized, repaired or altered by anyone else.
• It passes our quality inspection on arrival.

The following can't be returned:

• Made-to-order, personalised or engraved pieces.
• Items bought on final sale or clearance, where marked.
• Gift cards.
• Items returned without prior approval, after the return window, or not meeting the conditions above.

For hygiene reasons, every returned piece is inspected before a refund is approved. We reserve the right to decline returns that show signs of wear or of repeated or abusive returning.

If your order arrives damaged, defective, incorrect or with an item missing, we'll put it right - for made-to-order pieces too. Email [email protected] within 48 hours of delivery with:

• Your order number.
• Clear photos of the issue.
• An unboxing video: one continuous, unedited recording that starts with the sealed parcel and its shipping label visible, and shows the parcel being opened and the piece being examined.

Once your claim is verified, we'll repair or replace the piece at no cost to you, including shipping. If a replacement isn't possible, we'll issue a full refund. Please don't accept a parcel that is visibly tampered with or damaged - refuse it and contact us.

Ready-to-ship pieces can be exchanged once per order, within 14 days of delivery, for a different size or another ready-to-ship piece, subject to availability and the same conditions as returns.

• If the new piece costs more, you pay the difference; if it costs less, we refund the difference to your original payment method.
• You pay the cost of sending the original piece back. Shipping for the replacement is charged at the standard checkout rate.
• Made-to-order and personalised pieces can't be exchanged, including for size. Please check our Size Guide before ordering, or email us for help.

1. Email [email protected] within 14 days of delivery with your order number, the piece you'd like to return or exchange, and the reason.
2. We'll reply with approval and the return address. Parcels sent without approval can't be accepted and may be returned to you at your cost.
3. Pack the piece securely in its original packaging and send it with a tracked, insured service within 7 days of approval. Keep your proof of postage.

Return shipping is paid by you, except where the item was damaged, defective or incorrect. The piece remains your responsibility until it reaches us, so we recommend insuring it for its full value. International returns must be marked as a return of goods to avoid duties; any duties or charges we're billed on arrival are deducted from your refund.

We inspect every return when it arrives. If it meets the conditions of this policy, we'll approve your refund and email you to confirm.

• Refunds are made to your original payment method through PayU within 7-10 business days of approval. Your bank or card issuer may take a few extra days to show it.
• Original shipping charges and return shipping costs are not refunded, unless the item was damaged, defective or incorrect.
• Customs duties and taxes paid on international orders are not refundable by us.
• If a return doesn't pass inspection, we'll let you know and send it back to you at your cost; no refund is issued.
• Parcels refused on delivery or returned as undeliverable are refunded minus the shipping costs in both directions.

• Ready-to-ship orders can be cancelled for a full refund any time before they're dispatched. After dispatch, the return policy applies.
• Made-to-order orders can be cancelled for a full refund within 12 hours of ordering. After that, production of your piece has begun and the order can't be cancelled.

To cancel, email [email protected] with your order number as soon as possible.

Our pieces are 925 sterling silver, many finished in 18K gold plating. We repair or replace pieces with a manufacturing defect reported within 30 days of delivery.

The warranty doesn't cover normal wear, gradual fading or wearing of plating, tarnishing, lost stones due to impact, broken chains from pulling or snagging, or damage from accidents, chemicals, water or improper care. See our Jewellery Care guide to keep your pieces looking their best.

This policy doesn't affect your statutory rights. In particular:

• Customers in the UK and EU may cancel an order for non-personalised goods within 14 days of delivery under consumer distance-selling law. Personalised and made-to-order goods are exempt from this right. You remain responsible for the cost of returning goods and for any reduction in value caused by handling them beyond what's needed to examine them.
• Customers in India retain all rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
• Goods that are faulty or not as described are always covered, wherever you are.

Questions about this policy? Email [email protected] or see our Contact page.