Refund policy
Returns & Refunds
Every Heirloom necklace is engraved with the names and birthstones you choose, so it can't be resold to anyone else. That shapes how returns work here.
If something is wrong with your order
Email us within 30 days of delivery if your necklace arrives damaged, the engraving doesn't match your order, you received the wrong colour or birthstones, or it never arrived.
Send your order number and a photo if the item is damaged. We'll replace it or refund you in full, whichever you'd rather. In most cases there's nothing to post back.
If you made a mistake
Names, spelling, birthstones and metal colour are engraved exactly as entered at checkout. Your confirmation email shows what we received — please check it when it arrives.
Spotted an error? Email us straight away. If engraving hasn't started we'll fix it free. Once it has, the necklace can't be changed.
Change of mind
We can't accept returns simply because you've changed your mind. The necklace is made to your specification and has no value to anyone else.
Cancellations
Cancel free within 1 hour of ordering. After that, production has usually begun — email us anyway and we'll do what we can.
EU and UK customers
You normally have 14 days to cancel an order without giving a reason. This right doesn't apply to personalised goods, so it doesn't apply to our necklaces.
Your rights regarding faulty, damaged or incorrect items are unaffected.
Customs and duties
Depending on your country, customs may charge import duties, VAT or a handling fee on delivery. These are set by your government and are the recipient's responsibility. If a parcel is refused or returned because these weren't paid, we can't refund it.
Delivery addresses
We ship to the address entered at checkout. If it's incorrect and the parcel is lost, we can't refund — email us within 1 hour of ordering to correct it.
Buy 2, Get 1 Free orders
Free items are covered by this policy if they arrive damaged or incorrect. If you return a paid item from a bundle, the free item must be returned or paid for.
Refunds
Approved refunds go to your original payment method within 10 business days. Your bank may take a few days longer to show it. If 15 business days pass, email us.
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