Refund policy

Last updated: 2 November 2026

Every Adorly necklace is engraved to order with the names you choose. This policy explains what happens if something isn't right. None of it affects your legal rights under the Consumer Rights Act 2015.

Personalised items and the 14-day right to cancel

Under the Consumer Contracts Regulations 2013, goods made to your specification or clearly personalised are exempt from the usual 14-day right to cancel. Because every necklace is engraved with your names, we can't accept returns or give refunds for a change of mind once your order has been made.

Changed your mind straight away?

Email us within 2 hours of placing your order. If engraving hasn't started, we'll cancel it and refund you in full.

Spelling mistakes

We engrave exactly what you type, in capital letters, and your order confirmation email lists every name. Spotted a typo? Reply to that email within 2 hours and we'll correct it before engraving. We can't remake a necklace for free if the engraving matches what was entered at checkout.

Faulty, damaged or wrong items

If your necklace arrives faulty or damaged, or the engraving doesn't match your order, email a photo to lucawaterman06@gmail.com with your order number. We'll remake it free of charge or give you a full refund, whichever you prefer. You won't need to send anything back unless we ask, and if we do, we'll pay the postage.

Your legal rights include a full refund if you reject faulty goods within 30 days of delivery, and a repair, replacement or partial refund after that. This policy doesn't limit those rights.

Lost or damaged in the post

Your necklace is our responsibility until it's delivered to you. If it's lost in the post or arrives damaged, we'll send a new one free or refund you in full.

Delivery protection (optional, £2.99)

Delivery protection covers two things the law doesn't: a parcel stolen after it's been delivered, and a parcel sent to a wrong address you typed at checkout. If either happens, we'll engrave and send a new necklace free. Please claim within 14 days of the tracked delivery date.

Plated finish

Our necklaces are stainless steel with a silver, gold or rose gold tone plated finish. Some gradual wear of the plating with everyday use is normal and isn't a fault. If the finish wears unusually quickly, contact us and we'll treat it fairly under your legal rights.

How refunds are paid

Refunds go back to your original payment method within 14 days of us agreeing them. Your bank may take a few extra days to show it.

Contact

Adorly Jewellery, Unit 24, Farfield Park, Rotherham, S63 5DB, United Kingdom
Email: lucawaterman06@gmail.com. A real person replies within 1 working day.