Returns & Refunds
Every piece is engraved to order, one at a time, just for you. That makes it personal — and under EU consumer law it also changes how returns work. Here is exactly what we can and cannot take back.
Personalised items and the 14-day rule
Under EU consumer law and the Slovenian Consumer Protection Act, the standard 14-day right of withdrawal does not apply to goods that are made to your specification or clearly personalised. Because every pendant is engraved with the text, symbol or message you choose, it cannot be resold — so we are not able to accept a return simply for a change of mind.
Our quality guarantee
What we always stand behind: if your order arrives damaged or faulty, or the engraving differs from what you submitted (our mistake), we will remake it or give you a full refund — including shipping, at no cost to you. This is our promise on every piece we make.
How to make a claim
Within 14 days of delivery, reach us through our Contact page — or simply reply to your order confirmation email — with your order number and a photo of the issue. We respond within 2 business days and sort it out.
What isn't covered
A change of mind on a personalised piece; spelling or typos in the text exactly as you entered and approved it at checkout; normal wear over time; or damage caused by misuse. Please double-check your engraving in the live preview before ordering — what you see is what we engrave.
Damaged in transit
If your parcel arrives damaged, keep the packaging and send us a photo within 48 hours of delivery. We will file a carrier claim and send a replacement right away.