Returns
If something is wrong, we remake it.
Every necklace is made and printed after you order it, with the card wording you chose. That means there is no shelf to put one back on, so our promise is not a returns label. It is that anything which arrives damaged, faulty or not what you ordered gets made again and sent to you, free.
Something arrived wrong
Email [email protected] within 30 days of delivery with your order reference and a photo of the problem. A photo settles it quickly, and without one we may not be able to put it right.
We will remake the piece and ship it at no cost to you. Keep the original. There is nothing to post back and nothing to pay.
This covers damage in transit, a fault in the pendant or card, the wrong item, and orders that never arrive. After 30 days we can no longer replace an order, so tell us as soon as you notice.
You changed your mind
Message us straight away and we will stop it if we can. If the order has not gone into production we will cancel it and refund you in full. Production can begin within hours, so the sooner you write the better the chance of catching it.
Once a piece is in production we cannot cancel or refund it. It carries the wording you chose and cannot be sold to anyone else, which is also why personalized items are exempt from the usual online cooling-off period.
Refunds
We refund cancelled orders that had not started production. For anything else our answer is a remake, because that is what actually fixes a keepsake someone is waiting on.
Where a remake genuinely will not solve it, for instance if a gift can no longer arrive in time for the day it was bought for, write to us and say so. We would rather hear from you than have you disappointed.
Getting hold of us
[email protected]. Quote the order reference from your confirmation email, which looks like AHS-XXXXXXXXXX. We answer every message we receive.