Refund policy

Returns & Refunds Policy

We hope you love your My Little Locket Co order. If you change your mind about an eligible item, or something isn't quite right with your order, please contact us and we'll be happy to help.

Change-of-Mind Returns

If you change your mind about an eligible, non-personalised item, you have 14 days from the date you receive your order to tell us that you wish to cancel your purchase.

Once you have notified us, you then have a further 14 days to return the item to us.

Items may be handled and inspected in the same way that you reasonably would in a shop. We may make a reasonable deduction from your refund if an item has been handled beyond what is necessary to inspect it and this has reduced its value.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Personalised & Engraved Items

Personalised engraved charms are created specifically for you using the information you provide and therefore cannot be returned, exchanged or cancelled simply because you change your mind once personalisation has begun.

Please check all engraving details carefully before completing your order.

If you notice an error after placing your order, please contact us as soon as possible. If engraving has not yet begun, we'll do our best to amend your personalisation, although we cannot guarantee that changes will always be possible.

This exclusion does not affect your statutory rights if a personalised item is faulty, damaged, not as described, or has been engraved incorrectly by us.

Faulty, Damaged or Incorrect Items

Every order is carefully checked before dispatch. If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order details and, where possible, clear photographs of the issue.

We'll review the problem and arrange an appropriate resolution in accordance with your statutory rights.

All My Little Locket Co jewellery is also covered by our 2-Year Quality Guarantee against manufacturing faults. This guarantee is in addition to, and does not affect, your statutory rights.

Return Postage

If you're returning an eligible item because you've changed your mind, you are 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 an item is faulty, damaged, incorrect or not as described, we'll provide appropriate return arrangements so that you are not left out of pocket.

Refunds

Where you exercise your legal right to cancel, any refund due will be made without undue delay and, where goods have been returned, no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you have sent them back.

Refunds will be made to the original payment method unless otherwise agreed.

Where you cancel an entire eligible order, your refund will include the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as Express Tracked Delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

Your bank or payment provider may take additional time to show the refund in your account after it has been processed.

How to Make a Return

Please contact us before sending anything back, quoting your order number and the item or items you'd like to return.

We'll provide you with the appropriate return instructions and return address.

Please do not send items back without contacting us first, as this may delay your return being processed.

Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.