Refund policy

Last updated: 21 October 2026

Our promise

We want you to love your piece. If something is not right, tell us and we will sort it out.

Personalised (engraved) jewellery

Engraved pieces are made just for you, so they cannot be refunded or cancelled for a change of mind, including spelling, names or dates entered by you. Please check your engraving carefully before you pay. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Changing or cancelling an engraved order

Email us as soon as you can with your order number. If engraving has not started, we will happily change or cancel your order. Production can begin shortly after you order, so the sooner the better.

Items without engraving

You can cancel within 14 days of delivery without giving a reason. Tell us in writing (email is fine) and we will refund you. You do not need to send the item back. You can also cancel before delivery.

How to ask for a refund

Email evelynhartley.co@gmail.com with your order number. If the item is faulty, damaged or incorrect, please add a photo so we can resolve it quickly. We will confirm by email and process your refund. Please do not send the item back unless we ask you to.

Faulty, damaged or incorrect items

Your statutory rights apply equally to personalised and non-personalised items, including the right to reject a faulty or misdescribed item within 30 days, and rights to repair, replacement, a price reduction or a refund. Where you are legally entitled to a refund, we will not ask you to accept store credit or a replacement instead.

Refunds

We refund to your original payment method, with no refund fee, normally within 14 days of confirming your request. For valid change-of-mind cancellations we also refund standard delivery. Refunds for faulty goods follow the time limits set by law.

Contact

Email evelynhartley.co@gmail.com. We reply within 24-48 hours.

Good to know

These terms apply to orders placed after 21 October 2026. Earlier orders keep the terms offered at purchase. Nothing in this policy limits your statutory consumer rights.