Refund policy
Refund & Returns Policy
Every piece is made to order. Your message card is printed and your jewelry is assembled after you place your order — nothing sits on a shelf waiting. Because each item is personalized and made for one person, we're unable to accept returns or offer refunds for change of mind. Please double-check your selection, spelling, and shipping address before you order.
If something is wrong with your order, we will make it right.
Email with your order number and a photo, and we'll send a free replacement — you keep the original, and there's nothing to ship back. We cover:
- Items that arrive damaged or with a printing or quality defect
- The wrong item, wrong design, or wrong artwork
- Orders lost in transit
Please report any issue within 30 days of delivery (60 days for orders shipped outside the U.S.) so we can process a replacement with our production partner.
For a wrong item or wrong design, please include a short video showing the product and the packaging it arrived in — our production partner requires this to approve the replacement, and we can't process it without.
Lost in transit. If tracking hasn't moved for 30 days from the ship date (15 days within the EU), contact us and we'll open a claim for a replacement. Parcels sitting in customs often need longer — we'll advise.
Marked delivered but not received. Add Package Protection at checkout to cover this. Without it we're unable to replace parcels that tracking shows as delivered.
Cancellations and address changes. Orders can be cancelled within 2 hours of purchase. After that your piece is already in production. If you spot an address error, email us immediately — once an order enters production we can't reroute it, but we'll do everything we can.
Care instructions. To keep your piece looking its best: avoid contact with water, perfume, lotion and household cleaners; remove before showering, swimming, or exercising; store dry, ideally in the gift box; wipe gently with a soft dry cloth. Tarnishing caused by exposure to moisture or chemicals isn't covered by replacement.
Rare exceptions. If your situation doesn't fit neatly into the above, email us anyway. We're a small business and a real person reads every message — we'd rather find a fair solution than hide behind a policy.