Personalised items policy

How a custom order works

1. You send us a name, a photo, or your own sketch at checkout.
2. We review it — usually the same day — and confirm we can make it.
3. Once you approve, we start gemming. That is the point of no return.

Your cancellation window

You can cancel a personalised order free of charge at any point before we start making it. We will always email you before we begin, so you get a clear chance to change your mind.

After that, personalised goods are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013, because they are made to your specification and we cannot resell them.

This does not affect faulty items

If a personalised piece arrives faulty, damaged, or not as described, you have the same rights as with anything else — repair, replacement or refund under the Consumer Rights Act 2015. Send us a photo and we will sort it.

What we cannot make

We will politely decline anything that uses someone else's copyright, trade mark or brand logo, and anything hateful or offensive. If we turn a design down you get a full refund, no quibble.

Photos and artwork you send us

You keep ownership of anything you upload. We use it only to make your piece, and we delete it once your order is complete unless you ask us to keep it for a repeat. We may photograph the finished item for our own gallery — tell us if you would rather we did not, and we will not.

Spelling

We gem names exactly as you type them, so please check your spelling carefully. We cannot refund a piece because of a typo in the original order, though we will always flag anything that looks like a slip before we start.