Returns, Exchanges & Cancellations

30-Day Returns Policy

For eligible items, you can tell us within 30 days of delivery that you would like to return your order. Items should be returned in their original condition and, where possible, with the original packaging.

You may inspect an item as you would in a shop, but we may make a reasonable deduction from a refund if an item has been handled beyond what is necessary to check it and this has reduced its value.

Your statutory cancellation rights are separate from, and are not reduced by, our 30-day returns policy. For most online purchases, UK consumers have 14 days after receiving an order to tell the retailer they wish to cancel, followed by a further 14 days to return the goods.

Refunds

Once we have received and processed an approved return, your refund will be made within the applicable legal timeframe. For most returns, this will be within 14 days of receiving the returned goods, or earlier where the law requires.

Refunds will be returned to the original payment method used for the purchase. We cannot refund to a different card, bank account or payment method.

Where a statutory cancellation applies to the whole order, the refund includes the cost of our standard delivery service. If you chose a more expensive delivery option, any refund of outbound delivery costs is limited to the cost of the standard delivery option.

We always aim to treat our customers as we would wish to be treated ourselves, and we will do our best to resolve any problem fairly and as quickly as possible.

This policy is designed to comply with current UK consumer law, including your statutory rights for online purchases.

Return Postage

If you are returning an item because you changed your mind, ordered the wrong size or no longer want it, you are normally responsible for the return postage cost.

If an item is faulty, damaged on arrival, incorrect or not as described, please contact us before returning it so we can arrange the appropriate return and remedy. Reasonable return postage for an accepted faulty or incorrect item will not be left for you to pay.

Please Package Returns Securely

Please make sure your return is securely packaged and that you have paid the correct postage for the size and weight of the parcel. For many jewellery returns a Royal Mail Large Letter service may be suitable, but please check the current postal requirements before sending.

Please always use a padded envelope or another strong, protective mailer. We have received ordinary paper envelopes that have torn open in Royal Mail sorting machines and arrived completely empty.

Please do not enclose loose stamps, cash or cheques with your return. If any additional postage or payment is needed for an exchange, we can arrange this separately.

We strongly recommend obtaining a proof of posting certificate or tracking reference from Royal Mail, or the equivalent postal service if returning from outside the UK. Please keep this until your return has been completed.

Please ensure the outer packaging is properly sealed and strong enough to protect the jewellery in transit. We cannot take responsibility for an item being lost because it was sent in unsuitable or inadequately secured packaging.

Do not send jewellery in an ordinary paper envelope. Sorting machinery can tear these envelopes, allowing the contents to fall out.

Why we ask you to use a padded envelope — this ordinary paper envelope was damaged in the postal sorting system and arrived without its contents.

Faulty or Damaged Items

If you are returning an item because it is faulty or damaged, please include a short note explaining what happened, together with your name and, where possible, your order number. This helps us identify your return and investigate the issue quickly.

Please contact us before returning a faulty item so we can confirm the appropriate return arrangements. You will not be expected to pay the reasonable return postage for an accepted faulty or incorrectly supplied item.

We may need the item returned to us so that we can inspect the workmanship and, where appropriate, check other items from the same batch. Photographs are very helpful when you first contact us, but in some cases photographs alone will not be sufficient and we may need the physical item back for inspection.

Once we have assessed the item, we will arrange the appropriate remedy in line with your consumer rights and our warranty. If you would prefer to exchange it for a different size or design, just let us know. If you choose an item that costs more than the original, we will confirm any price difference with you before sending it.

Exchanges & Sizing

If you would like to exchange an item for a different size or design, please contact us first. Any price difference and any applicable postage for a non-faulty exchange will be confirmed before the replacement is sent.

If you are unsure which size to choose, please contact us and we will be happy to help.

Some Things to Try Before Returning

If an anklet feels slightly tight, you can sometimes gain a little extra room by gently tightening the small knots between the beads. Pull gently on the knotted sections rather than the clasps, as pulling on the clasp itself can damage it. This may give you around a centimetre of extra length. If it is still too tight, please return it for a larger size.

If you purchased two anklets and they are both a little short, they can be screwed together end-to-end and then wrapped around before fastening, provided they sit comfortably and securely.

If two anklets are too loose when worn separately, you can carefully entwine them by weaving one under and over the other before fastening. Make sure the jewellery sits comfortably and is not being pulled or tugged. If a child repeatedly pulls at the jewellery, please remove it and contact us about a more suitable size.

If an item will not stay fastened, first check that the screw clasp has been tightened fully. If the clasp still does not fasten securely or the small white screw appears unusual, please contact us rather than trimming or altering the clasp yourself so we can advise or arrange a replacement if needed.

You can also see our step-by-step tips here: How to make your Baltic amber anklet smaller or bigger.

Please feel free to contact me if you need any more information.

Custom & Personalised Orders

Items made to your specification or personalised especially for you may not qualify for a change-of-mind return. This does not affect your rights if an item is faulty, damaged or not as described.

Where a sealed product is not suitable for return for health or hygiene reasons, a change-of-mind return may not be available after the seal has been broken, where that legal exception applies.

Sale Items

Sale and discounted items have the same statutory rights as full-price items. Eligible sale items are also covered by our 30-day returns policy unless a specific lawful exception applies.

Faults & Our 6-Month Warranty

We provide a 6-month warranty covering manufacturing, material and workmanship faults. This warranty is an additional benefit and does not replace or restrict your statutory consumer rights.

Damage caused by misuse, accidental damage, loss or normal wear and tear is not covered by the warranty. If you believe there is a fault, please contact us with your order details and a short description of the problem so we can help.

Cancellations Before Dispatch

If you want to cancel an order before it has been dispatched, please contact us as soon as possible. If the parcel has already left us, it will need to be returned once delivered.

Uncollected Parcels

If your parcel is returned to us because it was not collected from the delivery office or collection point, we can resend it once it arrives back with us.

You will normally need to pay the new postage and handling cost before the parcel is sent again. We will confirm the current amount with you at the time.

If you would prefer not to have the order resent, please contact us once it has been returned and we can explain the options available.

Colour & Natural Variation

We do our best to photograph our products as accurately as possible. However, slight differences in colour can occur because of screen settings, lighting and the natural characteristics of Baltic amber and gemstones.

Natural materials vary from piece to piece, so no two items will ever be completely identical. Small differences in shade, pattern, inclusions and finish are part of the character of genuine natural materials rather than a fault.

If you are unhappy with your item when it arrives, please contact us and return it in accordance with our 30-day returns policy above.

Returning Your Parcel

Please include your name, order number and a short note explaining whether you are requesting a refund or exchange. For faults, please also include a brief description of the issue.

Please contact us before returning an item if you are unsure about anything. We always try to resolve problems fairly and as quickly as possible.

This policy is in addition to your statutory rights under UK consumer law.