We want you to be happy with what you ordered. Here is exactly how returns and refunds work.
The short version
- Lockets with no engraving can be returned within 30 days of delivery, unworn, for a full refund of the item price.
- Engraved lockets are final sale, because your words are permanent. Two exceptions below.
- Anything faulty, damaged or not what you ordered we put right, whatever else this page says.
- We don't offer exchanges. If you'd like a different finish, return the unengraved locket for a refund and place a new order.
Lockets with no engraving
If you chose "No engraving", you can return your order within 30 days of delivery for a full refund of the item price. It needs to come back unworn and undamaged, with the chain and the packaging it arrived in.
Return postage is paid by you, unless the item was faulty or we sent the wrong thing. Original shipping charges are not refunded.
Engraved lockets
Engraved lockets are made to order with text you chose yourself. Once your words are on the page, the piece can't be sold to anyone else, so engraved lockets are not returnable or refundable.
Please check your spelling before you order. We engrave exactly what you type, including typos.
The two exceptions:
- We engraved it wrong. If what arrives doesn't match what you typed, we remake it or refund you in full — your choice.
- It arrived faulty or damaged. Same.
Faulty, damaged or wrong items
Contact us within 30 days of delivery with your order number and a photo of the problem. Please don't post anything back before you hear from us — in many cases we won't need it back at all. You'll be offered a replacement or a full refund, whichever you prefer.
How to start a return
- Send us a message through our Contact page with your order number and what's wrong.
- We reply within 2 business days with instructions and, where needed, the return address.
- Wait for our reply before posting anything. Parcels that arrive without a reference can't be matched to an order.
Refunds
Once a return is approved, the refund goes back to your original payment method within 5–10 business days. How quickly it appears after that depends on your bank.
Cancelling an order
Engraved orders can't be cancelled once placed, because we start preparing your engraving straight away.
Orders with no engraving can be cancelled for a full refund as long as they haven't shipped — just message us.
What we can't accept back
- Engraved lockets, unless faulty or engraved incorrectly
- Anything returned more than 30 days after delivery
- Items showing wear beyond having been tried on
Your statutory rights
Nothing on this page limits any rights you have under the consumer law where you live. Where local law gives you more than this policy does, the law wins.
Questions?
Reach us any time through our Contact page. We reply within 2 business days.