Returns & Refunds
We hope you absolutely love your My Little Locket Co order, but we understand that sometimes things don't work out quite as expected.
If you change your mind about an eligible item, or something isn't quite right with your order, you'll find everything you need to know about returns and refunds below.
Returns & Refunds FAQs
Can I return my order if I change my mind?
Yes. If you change your mind, you can return eligible, non-personalised items.
Please contact us within 14 days of receiving your order to let us know that you'd like to cancel and make a return. You'll then have a further 14 days to return the item to us.
Items should be returned in their original condition. You're welcome to handle and inspect your jewellery as you would if viewing it in a shop, but we may make a reasonable deduction from your refund if an item has been used or handled beyond what is necessary to inspect it and its value has been reduced.
Personalised or engraved items are excluded from change-of-mind returns. This does not affect your rights if an item is faulty.
Can personalised or engraved charms be returned?
As our personalised engraved charms are created especially for you using the wording you provide, they cannot be returned or exchanged if you simply change your mind.
Please take a moment to check your chosen engraving carefully before placing your order.
If your personalised item arrives faulty, damaged or has been engraved incorrectly by us, please get in touch and we'll make sure it's put right.
What if my jewellery arrives faulty or damaged?
Every order is carefully checked before it leaves our studio, but if something isn't right when your jewellery arrives, please get in touch as soon as possible.
Include your order details, a description of the issue and clear photographs where possible so we can help resolve it quickly.
Faulty goods are covered by your statutory rights, and our jewellery is also backed by our 2-Year Quality Guarantee against manufacturing faults.
How do I make a return?
Please contact us before returning your order, including your order number and the item or items you'd like to return.
We'll provide you with the return instructions and let you know where your parcel should be sent.
Please don't send items back without contacting us first, as this may delay your return being processed.
Who pays for return postage?
If you're returning an eligible item because you've changed your mind, you'll be responsible for the cost of returning it to us.
We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
If your item is faulty, damaged or we've made an error with your order, we'll provide appropriate return arrangements so that you aren't left out of pocket.
When will I receive my refund?
Once your return has been received, we'll check the item and process your refund without undue delay.
Your refund will be issued to your original payment method within 14 days of receiving your returned item, or within 14 days of receiving evidence that you've sent it back to us, if that's earlier.
Your refund will also include the cost of our standard delivery option where applicable. If you chose a more expensive delivery service, such as Express Tracked Delivery, we're only required to refund the equivalent cost of our standard delivery option.
Once your refund has been issued, please allow additional time for your bank or payment provider to process it.
What if I entered the wrong engraving?
Please check all personalised details carefully before completing your order, as your charm will be engraved using the information you provide.
If you notice a mistake after placing your order, please contact us as soon as possible. If engraving hasn't yet begun, we'll do our best to update it for you, although we can't guarantee that changes will always be possible.
Once engraving has begun, personalised items cannot be changed, cancelled or returned because of an error in the information provided at checkout.