Returns & exchanges

We want you to be delighted with every piece. This policy reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 and, for customers in the EU and Romania, the equivalent rights under local law.

Non-personalised pieces

For products without engraving or personalisation you may change your mind within 30 days of receipt — beyond the statutory 14 days. The piece must be returned unworn, in its original condition, with its box and certificate. We refund the price of the goods and the standard delivery charge within 14 days of receiving the return, to the original payment method. Return postage is at your cost unless the item is faulty.

Personalised pieces

Jewellery that is engraved, made to size or personalised in any way is made to your specification and, under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, is exempt from the right to cancel for change of mind. That is why we send you the final engraving preview before we begin and a photograph of the finished piece before dispatch.

If the mistake is ours — text different from what you approved, a size different from the one ordered, a workmanship fault — we remake the piece free of charge or refund you in full, including delivery.

Faulty or misdescribed goods

All pieces are covered by the statutory guarantee of conformity. If a piece develops a material or workmanship fault within the first 6 months, the fault is presumed to have existed at delivery and we will repair, replace or refund at your choice within the limits of the law. From 6 months up to 6 years (England and Wales) you remain protected for faults present at delivery. Normal wear, accidental damage and lack of care are not covered — see Jewellery care.

Resizing

For engraved rings we offer one free resize within 30 days (±2 sizes, where the design allows). You cover postage to the workshop; return postage is free.

How to return

1. Email contact@example.com with your order number and reason within the 30-day period.
2. We send instructions and the return address. Pack the piece in its original box, protected.
3. Use a tracked, insured service; the parcel remains your responsibility until it reaches us.
4. Refunds are issued within 14 days of receiving and checking the piece.

Model cancellation form

You may use this wording: “To Atelier, : I hereby give notice that I cancel my contract of sale of the following goods: [goods], ordered on [date], received on [date]. Name, address, date, signature.”

This policy does not affect your statutory rights.