Refund & Return Policy

Please contact us first if you have a concern about an order, payment, replacement or refund so we can help resolve it promptly.

This request does not prevent you from contacting your bank or payment provider or exercising your legal rights. We may provide accurate order records, payment information, delivery evidence and correspondence when responding to a dispute.

Pieces made to your specifications or clearly personalised are generally final sale for change-of-mind returns. These include:

• Personalised nameplates and lettering
• Custom pendants made to your approved design
• Engraved jewellery
• Bespoke pieces made to your individual specifications

Please check your design, spelling, sizing and order specifications carefully before confirming a custom order. Contact us immediately if you need a change or cancellation; once production begins, changes may not be possible.

This exclusion does not affect your rights if an item is faulty, damaged, incorrect or not as described. A standard item is not automatically excluded simply because it is made after ordering, discounted or described as final sale.

If you receive the wrong item, or your jewellery arrives damaged or defective, please contact us as soon as possible — ideally within 7 days of delivery — and include:

• Your order number
• Clear photographs or a video showing the issue
• Photographs of the original packaging, if available
• A short written description of the problem

The seven-day reporting request helps us investigate quickly; it is not a deadline that removes your statutory rights. Missing packaging or photographs does not automatically invalidate a valid claim.

We will review your request and arrange the remedy required by applicable law, which may include a repair, replacement or refund. Your legal entitlement is not subject solely to our discretion.

For eligible non-personalised goods bought online, UK consumers normally have 14 days after delivery to tell us they wish to cancel, then a further 14 days to return the goods. Exceptions may apply, including genuinely personalised goods and sealed hygiene-sensitive products where the seal has been broken.

Contact us before sending a return so we can provide the correct return address and instructions. Do not send jewellery to an address found elsewhere without checking with us.

For change-of-mind returns, handle the item only as needed to inspect it. Keep the accessories and packaging where possible, and pack the jewellery securely. A lawful deduction may apply for loss of value caused by handling beyond what is necessary to inspect the goods.

For a faulty, damaged or incorrect item, we will arrange or cover reasonable return costs where required by law. For change-of-mind returns, any return-cost responsibility must have been disclosed before purchase; otherwise applicable consumer law applies.

Once your refund is approved, we will confirm the amount and return it to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to display the credit.

For a statutory online cancellation, refunds will be made within the applicable legal deadline — normally within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Standard outbound delivery charges are refunded where required; any extra paid for an upgraded delivery service may not be refundable.

Faulty goods remain covered by applicable consumer law, including the UK short-term right to reject faulty goods within 30 days in qualifying circumstances.

If you notice an error after ordering, contact us promptly with your order number and the change you need. We will check whether it is still possible to amend the order.

Custom-order cancellation requests depend on the stage of production and your applicable legal rights. For eligible standard items, your statutory cancellation rights apply even if an order has already been dispatched.

Carriers, customs clearance, weather and public holidays can affect delivery times. If your parcel is delayed, missing or arrives damaged, please contact us so we can investigate with the carrier.

Where required by law, goods remain our responsibility until they are delivered to you or a person you nominate. This policy does not exclude liability that cannot legally be excluded or restrict your rights concerning non-delivery, faulty goods or goods that are not as described.

For return or refund enquiries, contact SHN CUSTOM JEWELLERY using either of the following:

Use the email subject Refund Request – Order #[Your Order Number], or include the same information in your WhatsApp message. We will review your enquiry and provide the next steps.