Returns & Refunds

Our Returns Policy

Because every piece is handmade to order using your personal inclusions, our returns policy is a little different to a standard shop.

Bespoke jewellery cannot usually be returned

Each item is made especially for you and may include ashes, hair, fur or other personal inclusions. Once work has started, the piece cannot be cancelled, returned or refunded unless it is faulty or not as described.

What is covered

  • Genuine manufacturing faults.
  • Items that are not as described.
  • Structural issues not caused by wear, misuse or poor aftercare.
  • Scratch repair within 12 months where applicable.

What is not covered

  • Incorrect ring size chosen by the customer.
  • Natural variations in ashes, colour or texture.
  • Minor resin bubbles or handmade characteristics.
  • Damage from water, perfume, chemicals, impact or misuse.
  • Stones lost through everyday wear or poor aftercare.

Cancellations

You may cancel your order within 24 hours of placing it, provided work has not yet started and no materials have been ordered specifically for your piece.

Once your inclusions have been received or work has begun, the order becomes personalised and can no longer be cancelled or refunded.

If there is a problem

1

Email Emma within 3 days

Please contact us within 3 days of receiving your jewellery if you believe there is a fault.

2

Include clear photographs

Send your order number, a clear description of the issue and photographs so we can review it properly.

3

Please wait before returning

Do not send anything back until we have replied with the next steps and return instructions.

Scratch repair service

If your resin piece becomes scratched through normal wear, we offer a scratch repair service within 12 months of purchase. Postage costs to and from us are the customer’s responsibility.

This service does not cover accidental damage, misuse, incorrect aftercare, impact damage or everyday loss of stones.

Your consumer rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Because our jewellery is bespoke and made to your personal specifications, standard change-of-mind returns do not apply once work has begun.

Need help with an order?

If you are unsure about a return, repair, sizing issue or cancellation, please contact Emma and include your order number.

Contact Emma