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Return & Refund Policy

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Our Return Policy

Every piece we make is produced to order — with a name, a date, a paw print or a portrait engraved from your own photograph. An item like that cannot be offered to anyone else, so personalised and engraved jewellery cannot be returned or exchanged. This covers virtually our entire range.

Exception — faulty items: if your jewellery arrives damaged, defective, or does not match the design you approved, we will take it back. We will either replace it or refund the full amount including shipping, and we pay for the return label.

Legal basis: EU Directive 2011/83/EU excludes goods made to the consumer’s own specification from the right of withdrawal.

That is exactly why we send you a digital preview before production starts. Until you approve it, you can change the engraving, adjust the photo crop or cancel the order free of charge.

Returns of non-personalised items

If your order includes an item with no engraving or personalisation, you have 30 days from delivery to return it. Conditions:

  • Return request initiated within 30 days of delivery
  • Item is unused and in original condition
  • Original packaging and all tags intact
  • Proof of purchase (order number or receipt)

Items That Cannot Be Returned

The following items are not eligible for return:

  • Customized or engraved jewelry
  • Pierced earrings (for hygiene reasons)
  • Items marked as final sale
  • Gift cards

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our customer service team at [email protected] with your order number
  2. Provide the reason for return and any relevant photos if the item is damaged
  3. Receive a Return Authorization (RA) number and return shipping instructions
  4. Pack the item securely in its original packaging
  5. Ship the package using a trackable shipping method

Note: Return shipping costs are the responsibility of the customer unless the item is defective or we made an error with your order.

Refund Process

Once we receive your returned item, we will inspect it and process your refund:

  • Inspection: 2-3 business days after receiving the return
  • Refund Processing: 5-7 business days to original payment method
  • Notification: You will receive an email confirmation once the refund is processed

Refund Amount

Your refund will include the purchase price of the item(s) returned. Original shipping costs are non-refundable unless we made an error.

Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or style, please return your original item for a refund and place a new order.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with photos. We will provide a prepaid return label and either replace the item or issue a full refund, including original shipping costs.

Questions About Returns?

Our customer service team is here to help with any return-related questions:

Email: [email protected]

Phone: +48 792 665 248