Cancellation & Refund

Cancelling an order

An order for a ready piece may be cancelled at any time before it is dispatched, at no cost. Write to us with your order number and we will cancel it and refund you in full.

Once a piece has been dispatched it can no longer be cancelled, but it may be returned under our returns policy.

Personalised and bespoke

Personalised pieces may be cancelled within twenty-four hours of ordering, before work begins. After that, the letters have been drawn and stones set aside, and the order cannot be cancelled.

Bespoke commissions may be cancelled without charge before you approve the drawing. Once approved and work has begun, the deposit is not refundable.

Refund timing

Approved refunds are issued to the original payment method. Bank and card refunds usually appear within seven to ten working days; UPI refunds are often faster. The exact timing is set by your bank and outside our control.

If your piece is faulty

A faulty or wrongly sent piece is replaced or refunded in full, including all shipping, whichever you prefer.