Returns Policy

IMPORTANT - TO MAKE A RETURN
Prior to returning your locket, please contact us via email explaining your issue and we will provide the appropriate course of action as well as the return address. Additionally, remember to include your name and order number with the returned item for prompt processing.

Returns and Exchanges

Non-Faulty Items - Change of Mind and Exchanges

If you decide you no longer want your purchase, you may return it to us unused and in its original condition within 14 days of receipt. We will process a refund for the locket, but we regret that any postal upgrade charges cannot be refunded.

If you would like to exchange your locket for a different one, any costs resulting from the price difference will be handled accordingly. Additionally, return postage will be charged.

When returning your purchase, please include your name, order number, and the reason for the return. Since we offer free postage for all our lockets, we regret that we cannot cover the cost of return postage for non-faulty items.

If your order included a photo insertion, the cost of this service will be refunded. Additional delivery charges (if applicable) and gift-wrapping fees are non-refundable.

Engraved Lockets – Non-Returnable Unless Faulty

Please note: Engraved lockets cannot be returned or refunded unless they are faulty.

Why:
Engraved lockets are personalised items, made specifically for you. Once an engraving is applied:

• The locket cannot be resold.
• Polishing or adjustments to remove engraving can damage the locket or compromise the quality of the finish.
  

This is why we are unable to accept returns for engraved lockets unless there is a manufacturing fault.

If you receive a faulty engraved locket, we will:

• Replace it, or
• Issue a full refund including any personalisation costs

 

Faulty Items

Within 30 Days of Receipt:

Should your locket develop a fault within the initial 30 days of receipt, kindly email us detailing the issue and indicating whether you prefer a replacement or a refund. We will arrange collection of the locket from your delivery address or an alternative address of your choice. Please refrain from returning your order without prior notification via email.
Upon receipt, all lockets undergo inspection. If a fault is found, we will promptly offer either a replacement or a refund. Please note that we cannot be held responsible for fair wear and tear, customer misuse, or accidental damage.

Between 30 Days and 6 Months:

If you suspect that your locket has developed a fault within the period of 30 days to 6 months, please inform us via email and securely package the item in its original packaging for return. Our team will thoroughly examine the locket, and if a fault is confirmed, we will provide you with the option of a replacement or repair. Additionally, we will refund the cost of your return postage.

Between 6 Months and 1 Year:

Should you discover a fault with your locket between 6 months and 1 year of purchase, kindly notify us via email and return the locket to us securely packaged in its original packaging. Our team will conduct a thorough examination of the locket, and if a fault is identified, we will offer you the choice of a replacement or repair. However, we regret that we are unable to refund the cost of your return postage.