How Can I Return My Order?Updated 16 days ago
Our returns policy is designed to be simple, transparent, and worry-free — so you can shop with confidence.
30-Day Return Window
You have 30 days from the day you receive your order to request a return for a refund or an exchange.
If more than 30 days have passed since delivery, we’re unfortunately unable to offer a refund.
Eligibility for a Refund
To be eligible for a refund, your item must be:
Unused and unworn
Non-personalised
In the same condition you received it
In its original packaging
What About Personalised Jewellery?
Because My Little Necklace specialises in fully personalised, made-to-order pieces, it’s important to understand how UK law applies.
UK Consumer Law (Consumer Contracts Regulations 2013)
Under UK law, personalised or custom-made items are not eligible for a return or refund unless they are faulty or not as described.
This includes items engraved, cut to order, designed with names, initials, symbols, birthstones, and bespoke requests.
However… we want you to love your piece.
In certain situations, we may be able to offer:
an exchange, or
a store credit
Please contact us and our team will advise based on your specific order.
Promotional Orders (e.g., “Buy 1, Get X Free”)
For promotional bundles, any refunds or store credits (if applicable due to a defect) are prorated based on the original, pre-promotion price.
Example:
If a £39.99 bundle includes three items originally priced at £34.99, £39.99 and £39.99, your maximum store-credit value per item would be:
£39.99 ÷ 3 ≈ £13.33 each
❗ What Is Not Considered a Defect
The following situations are not treated as product faults:
Dissatisfaction with translations (Arabic, Hebrew, Korean, Japanese, etc.).
We offer translation for free, but strongly recommend customers enter text themselves if accuracy is essential.Disliking the font style after choosing from the available previews.
The item matches your instructions, but you’re not happy with the visual result
(e.g., you requested “ALEXANDRA” in all caps rather than “Alexandra”).Normal wear and tear or damage caused after receiving the item.
Items That Cannot Be Refunded
We cannot issue a full refund for:
Items returned after 30 days
Items that are damaged or missing parts not due to our error
Personalised items that are not faulty
Refund Process
Once your return is received and inspected, we’ll email you to confirm its arrival.
If your refund is approved:
It will be processed to your original payment method
Refunds typically appear within 5–10 business days, depending on your bank
If you haven’t received your refund after this time:
Check your bank account again
Contact your bank — some take longer to release funds
If still unresolved, contact us and we’ll help investigate
Exchanges for Defective or Damaged Items
If your item arrived damaged or faulty, please email us at:
We will guide you through the replacement process straightaway.
Returning a Gift
If the item was sent directly to you as a gift, you’ll receive store credit for the value of the return.
If the item was not marked as a gift, or was delivered to the gift giver, the refund will be issued to the original purchaser.
How to Return Your Item
Please do not send your item back without contacting us first.
We will provide the correct returns address.
Once your parcel is posted, please email us a photo of the shipping label so we can track your return:
Return Postage Costs
Return postage is your responsibility, unless the item is faulty.
If we cover the return postage on your behalf, the cost will be deducted from your refund.
For items worth more than £50, we strongly recommend:
A tracked delivery service
Optional postal insurance
We cannot guarantee receipt of untracked returns.
Still Have Questions?
We’re always here to help. If you’re unsure whether your item is eligible or need guidance on next steps, simply email us at: