As a bespoke service which is very personal we want you to be 100% happy with your gorgeous items.  If you are unhappy please do get in touch if you have any issue.

 

Please note that as part of our jewellery’s charm we use traditional techniques and do not engrave - we hand-stamp each item by hand, hammering into the silver with steel punches, one at a time, by eye, creating a unique impression that is a one off which can differ in spacing, depth and alignment - giving each piece its individuality and character (this is not a defect).  We do not offer a refund/exchange due to text that is considered not “perfectly” aligned.  See our Perfection Statement here.

 

Cancellations

As a mainly bespoke service if we have started to make your item of jewellery unfortunately we cannot cancel your order (as these cannot be re-sold).  Any non-personalised orders can only be cancelled if we have not begun the dispatching process.  Once dispatched, any non-personalised items can be returned but will be subject to return shipping costs which you must cover. 

Please be confident in your purchase before submitting your order to us, if you would like to clarify anything or speak with us please contact us.

 

Amendments/Exchange

If we have already started to make your order and this is personalised (not a “ready now” item) we may be unable to make amendments depending upon the making stage we are at.  We will however try to accommodate any changes to your order if we are able to do so.

When ordering a ring online we understand that this can be a little tricky and want to give you piece of mind when ordering, so if you have ordered a ring and despite your best efforts to size correctly (been measured at a jewellers/used one our ring sizers) your ring has arrived and its a little tight or maybe a bit big we are happy to re-size this for you where we can.  However, please note that this is done on a case by case basis as some designs/sizes may be more difficult to adjust.  Personalised lettered pieces and those with gem-stones/designs are especially difficult to re-size.  Again please ensure you are confident on your size before ordering, and contact us if you are unsure.

 

Returns

Items can only be returned if they are damaged/broken/error on our part or if the purchase was a “ready now” item (i.e. not made to order or bespoke).

Items must be returned to us undamaged and in its original packaging (you are responsible for any return postage fees - we recommend sending via a tracked/insured service as we cannot be held responsible for any lost items and please retain a proof of postage as we may request a copy of this before issuing a refund).

 

Please note that all our pieces are created using traditional methods (not machine made) and as such may have elements that celebrate their unique handmade nature and are NOT imperfections. 

 

Once the item is received we can only then process any refund/exchange having checked the item is re-saleable.  Postage costs are not refundable, we will refund the cost of the items and this will be returned via the original payment method.  Please do check this payment method is still valid at the time the refund will be issued. If you would like an alternative (exchange) item this will be to the value of the returned item or greater with payment of the difference, (we are unable to exchange for a lower priced item and issue a part refund at this time).

 

We can only accept a return within 30 days of your receipt of the goods.

 

We reserve the right to decline a refund if we deem the item unsaleable.

 

Contact us for more information and to confirm if a return is possible.

 

Gift cards cannot be exchanged for “cash value”.  These can be returned by the original purchaser and will be refunded via the original payment method provided this is within 30 days of purchase.

 

Damaged items

Upon delivery - It is extremely rare that an item arrives damaged as we package your items with love and care.  However if this happens, we must be informed as soon as possible. Please contact us within 7 days of receipt, (we will need photos of the damaged item and its packaging so we can make a claim through the postal service).

After this time, any damages cannot be classified as "damaged in transit" and we are unable to claim for them, so if this does happen please contact us without delay.  And it goes without saying that we are more than happy to remake and resend your replacement piece out to you as soon as we can!

 

All our jewellery has the benefit of a 30 day repair warranty free of charge. In the unlikely event that your piece needs repairing during this time we are happy to repair/rework your jewellery. We can only offer this service if our jewellery care advice has been correctly followed, and we reserve the right to refuse if the item shows signs of mis-use/not being looked after.  Please contact us for advice and information.

 

On a personal note we would like to assure you of our best work and attention at all times.  As our jewellery is made by hand it is extremely rare that there is a mistake but of course this may happen.  If we do mistakenly mis-stamp your personalisation or make any other error we are more than happy to remake and resend your piece out asap!