Legal
Returns & Refunds
Custom pieces are made to order — here is exactly what we can and cannot take back.
Last updated 9 November 2026
- Seller
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- BR number
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- Registered address
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- Contact
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- Jurisdiction
- Hong Kong SAR
1. Made to order
Every bracelet is made to your specification: the stones, the order of the beads, the wrist size and any engraving. Because of that, orders cannot be cancelled once making has started, and we do not accept returns for a change of mind.
2. If something is wrong
If your piece arrives damaged, faulty, or different from the design you ordered, tell us within 7 days of delivery and we will repair, remake or refund it. Send the order number and a photograph to our support address.
- Faults and damage in transit: repaired or remade at our cost.
- Wrong item or wrong wrist size supplied by us: remade at our cost.
- Natural variation in stone colour or pattern is not a fault (see Terms §4).
3. Return shipping
Where a return is agreed, we send a prepaid label for faulty or incorrect items. If the return is agreed for any other reason at our discretion, the cost of return shipping is yours and is deducted from the refund.
Items must come back unworn apart from trying them on, in the packaging supplied. Engraved pieces can only be returned if the engraving itself is wrong.
4. How long a refund takes
Refunds are issued to the original payment method through Stripe within 5–10 business days of the returned item arriving and being checked. Your bank may take a few additional days to show the credit. We email you when the refund is issued, with the amount and currency.
5. Cancelling before dispatch
If you contact us before making has started, we cancel the order and refund it in full. Once the first knot is tied the piece is yours, which is why we say so here rather than in the small print of a checkout page.