Policy

Shipping & returns

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Where we ship · Dispatch times · Shipping costs · Customs and duties · Returns and refunds · Damaged or incorrect · Contact

Where we ship

We currently ship to the United States, the United Kingdom, Canada, Australia and New Zealand.

We do not currently ship to the European Union or the EEA. EU product-safety rules (GPSR) require a responsible person established in the EU. We are not able to appoint one yet, so we do not accept EU or EEA orders for the time being.

Every order is checked against the list above before payment is taken. If you are outside these regions, email us before ordering — we would rather tell you honestly that we cannot ship than take an order we cannot fulfil.

Dispatch times

We are a made-to-order atelier, so the clock starts when your order is confirmed — not when you click buy.

  • Ready-to-ship pieces leave the atelier within 2 business days.
  • Custom and personalised pieces are produced in 10–14 business days after you approve your stone photographs and final quote. A rush option (5–7 business days) is available for an additional fee.
  • Business days are Monday to Friday, excluding public holidays in [YOUR COUNTRY].

If a date matters to you — a wedding, a birthday, a memorial — tell us before you order and we will confirm in writing whether we can meet it. We do not accept orders against a date we cannot hit.

Shipping costs and estimates

  • United States: free over $150, otherwise $0 flat. Delivery estimate 3–5 business days after dispatch.
  • International (United Kingdom, Canada, Australia, New Zealand): flat $18. Delivery estimate 7–14 business days after dispatch.
  • European Union and EEA: not served at this time — see Where we ship.
  • All orders are tracked and insured for the full value of the contents.

Transit estimates are provided by the carrier and are not guarantees. Delays caused by customs processing, carrier disruption or incorrect addresses are outside our control.

Customs, duties and import taxes

Duties, import taxes and customs handling fees are the buyer's responsibility. They are set by your own country and are not included in the price you pay us or in the shipping charge. We cannot calculate them in advance and we cannot pay them on your behalf.

  • United Kingdom: VAT may be collected at checkout where the applicable scheme applies, or on delivery by the carrier. You may also be charged a handling fee by the carrier for customs clearance.
  • European Union and EEA: we do not ship to the EU or EEA at this time, so EU import VAT and customs duties do not currently apply to any order we accept.
  • United States: shipments under the applicable de minimis threshold generally clear without duty.
  • We declare accurate values on customs documentation. We will not mark parcels as gifts or under-declare value — please do not ask.
  • If you refuse a parcel to avoid duties, the cost of return shipping and any carrier fees will be deducted from your refund.

Returns and refunds

Ready-to-ship pieces

You may return ready-to-ship pieces within 30 days of delivery for a refund, provided the item is unworn, unaltered and returned in its original packaging with any tags attached.

  • Email [YOUR EMAIL] with your order number before sending anything back.
  • Return shipping is paid by the customer unless the item was faulty or incorrect.
  • We recommend a tracked service. We cannot refund items lost in transit back to us.
  • Refunds are issued to the original payment method within 5 business days of inspection.

Custom, made-to-order and personalised pieces

These items are final sale and cannot be returned or exchanged. They are produced to your specification, in your chosen stone, size and finish, which means they cannot be resold. This includes pieces with engraving, birthstone accents, or a size made specifically for you.

This mirrors the statutory position in the United Kingdom, where goods made to the consumer's specification or clearly personalised are exempt from the 14-day right of withdrawal (Consumer Contracts Regulations 2013, regulation 28(1)(b)). The same exemption exists in EU law (Consumer Rights Directive 2011/83/EU, Article 16(c)) and would apply if we resume shipping to the EU.

Because of this, we photograph the exact stones we intend to use and send them to you for approval before production begins. If the finished piece does not match what you approved, we will remake it or refund you in full.

Cancellations

Ready-to-ship orders can be cancelled any time before dispatch for a full refund. Custom orders can be cancelled within 24 hours of placing them, before stone selection begins. Once stones have been cut or setting has started, the order cannot be cancelled.

Damaged, faulty or incorrect items

Contact us within 14 days of delivery with photographs. If an item arrives damaged, faulty, or is not what you approved, we will repair, remake or refund it in full — including all shipping costs. This is in addition to your statutory rights and does not limit them.

Our pieces carry a 12-month warranty against manufacturing defects in setting, clasp and finish. It does not cover accidental damage, wear from chemicals or perfume, or damage caused by resizing by a third party.

Contact

[YOUR LEGAL BUSINESS NAME]
[STREET ADDRESS]
[CITY, POSTCODE, COUNTRY]
Email: [YOUR EMAIL]
EU/UK responsible person (GPSR Article 16): [EU REPRESENTATIVE NAME AND ADDRESS]