Return & Refund Policy

General Information

We take great care in crafting each piece of jewellery and hope you are delighted with your purchase. The following policy outlines your rights and our conditions regarding returns and refunds, in accordance with applicable EU consumer law.

Standard Jewellery (Non-Personalised Items)

Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, provided that the item is not custom-made or personalised.

To exercise this right, you must notify us in writing within 14 days of delivery by emailing urzulavol@gmail.com, clearly stating your intention to return the item.

Conditions for Returns

Returned items must meet the following conditions:

  • Unworn, unused, and in original condition

  • Returned in original packaging

  • Free from damage, marks, or signs of wear

We reserve the right to refuse returns that do not meet these conditions.

Return Shipping

  • Return shipping costs are the responsibility of the customer

  • Original shipping costs are non-refundable

  • We strongly recommend using a tracked and insured shipping method

  • We are not responsible for items lost or damaged during return shipping

Refunds

Once your return is received and inspected:

  • Approved refunds will be processed within 14 days

  • Refunds will be issued to the original payment method

  • Any diminished value resulting from handling beyond what is necessary to assess the item may be deducted from the refund, as permitted by EU law

Custom and Personalised Jewellery

Custom-made or personalised jewellery includes, but is not limited to:

  • Custom engraved pieces

  • Custom sizing made specifically for the customer

  • Bespoke or made-to-order designs based on customer input

In accordance with EU Directive 2011/83/EU, personalised or made-to-order items are exempt from the right of withdrawal and are therefore final sale. These items cannot be returned, exchanged, or refunded once production has begun.

Please ensure that all customisation details are reviewed carefully before placing your order. We cannot be held responsible for errors resulting from incorrect information provided by the customer.

Faulty or Incorrect Items

This policy does not affect your statutory rights.

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery, including clear photographs of the issue.
In such cases, we will offer a repair, replacement, or refund, and return shipping costs will be covered by us where applicable.

Exchanges

Exchanges may be offered on a case-by-case basis for standard (non-personalised) items.
All exchange shipping costs are the responsibility of the customer, unless the item is faulty.

Contact

For all return or refund requests, please contact:
urzulavol@gmail.com