Returns, Refunds and Cancellations Policy

Last updated: 14 July 2026

I hope that you will love your jewellery. However, if you have a question or need to request a cancellation, return, repair or exchange, please contact me using the details below:

Email: info@momentsjewellery.com
Telephone and WhatsApp: 07754 018 000

Please contact me before sending an item back so that I can provide the correct return address and return instructions. You do not need to use any particular wording when notifying me that you wish to cancel an eligible order.

1. Cancelling an order before dispatch

Please contact me as soon as possible if you wish to cancel or amend an order before it has been dispatched.

Orders for standard, non-personalised products may normally be cancelled before dispatch.

Orders for jewellery that is made to your specifications, clearly personalised or specially commissioned may not be cancellable once materials have been ordered or work has begun. Where I agree to cancel such an order, I may retain an amount that reasonably reflects:

• work already completed;

• materials ordered or committed specifically for the order;

• third-party costs already incurred; and

• other losses that I cannot reasonably avoid.

Any remaining balance will be refunded. 

2. Your right to cancel an eligible online order

For products that are not excluded under the section below, you have the right to cancel your online order without giving a reason.

You must tell me that you wish to cancel no later than 14 days after the day on which you, or someone nominated by you, receives the item.

After notifying me of the cancellation, you must send the item back within a further 14 days.

This right applies to eligible ready-to-ship products and to standard collection products that have not been made to your individual specifications or clearly personalised.

Choosing from standard options offered on a product page does not necessarily make a product personalised. Where an item is being treated as a custom or personalised order, this should be made clear on the product page, quotation or order confirmation before you purchase.

3. Products that cannot be returned for a change of mind

The legal right to cancel does not apply to goods that are made to your specifications or clearly personalised.

This may include:

• bespoke or one-of-a-kind commissions created specifically for you;

• jewellery featuring personalised engraving, inscriptions, dates, initials or symbols;

• jewellery made to a design, stone arrangement or specification supplied or approved specifically by you;

• pieces that have been substantially altered from the standard design at your request;

• rings or settings created around a particular gemstone selected, sourced or supplied specifically for your commission;

• build-your-own rings where a particular gemstone and setting combination has been assembled and made specifically to your requirements;

• jewellery that has been resized, modified or altered following delivery at your request; and

• gemstones that have been cut, recut, drilled, engraved, set or otherwise altered to your specifications.

These exclusions apply only to change-of-mind cancellations. They do not affect your rights if an item is faulty, damaged, not as described or otherwise fails to meet your statutory rights.

4. Made-to-order jewellery

Many Moments Jewellery pieces are produced after an order is placed. However, an item is not automatically excluded from cancellation rights simply because it is described as “made to order”.

A standard collection design made using the usual options displayed on the website may remain eligible for cancellation unless it has been made to your individual specifications or clearly personalised.

The relevant product page, quotation or order confirmation will explain when an item is considered custom or personalised and is therefore excluded from change-of-mind returns.

5. Earrings and pierced jewellery

For hygiene reasons, earrings and other pierced jewellery supplied in sealed hygiene packaging cannot be returned for a change of mind.

This restriction does not apply where the item is faulty, damaged or not as described.

6. Loose gemstones

Loose gemstones purchased as standard, unaltered products from the website are subject to the same cancellation rights as other eligible goods.

A loose gemstone may be excluded from change-of-mind cancellation where it has been specially altered to your specifications, including where it has been cut, recut, drilled, engraved or incorporated into a personalised commission.

Market price movements after purchase do not remove any cancellation rights that otherwise apply.

7. Sale products

Sale and promotional products have the same statutory rights as full-price products.

An eligible sale product may therefore be returned under the cancellation process set out in this policy. A sale product may only be excluded where another lawful exception applies, such as where it has been made to your specifications or clearly personalised.

8. Gift cards

Unused gift cards purchased online may be cancelled where a statutory cancellation right applies.

Gift cards cannot be exchanged for cash once the applicable cancellation period has ended. A gift card that has already been used or partially redeemed cannot normally be cancelled, except where required by law.

9. Return postage

For change-of-mind returns, you are responsible for arranging and paying the direct cost of returning the item.

Because jewellery can be valuable, I strongly recommend using an appropriately insured, tracked and signed-for delivery service. Please retain your receipt and tracking information until the return has been completed.

Please package the jewellery securely. You may be responsible for loss or damage arising from inadequate packaging or an unsuitable return service.

Do not write “jewellery”, “diamonds”, “gemstones” or similar wording on the outside of the parcel.

Where an item is faulty, damaged, incorrect or not as described, Moments Jewellery will cover or reimburse reasonable return postage costs. Please contact me before arranging the return so that an appropriate return method can be agreed.

10. Refunds

Once an eligible return has been received and inspected, I will confirm the outcome by email.

Refunds will be made without undue delay and no later than 14 days after I receive the returned product.

The refund will normally be issued using the same payment method used for the original purchase, unless we expressly agree otherwise.

For a valid change-of-mind cancellation, the refund will include:

• the price paid for the eligible returned product

Return postage for a change-of-mind return is not refundable.

Refund processing times after the refund has been issued may vary depending on your bank, card provider or finance provider.

11. Exchanges

Where a product is eligible for return, the simplest way to request a different product, metal, gemstone or size is usually to:

1. return the original item in accordance with this policy; and

2. place a separate order for the replacement item.

An exchange cannot be guaranteed until the replacement order has been accepted. Any price difference will either be charged or refunded as appropriate.

Custom, personalised and hygiene-exempt products cannot be exchanged for a change of mind.

12. Faulty, damaged or incorrect products

All jewellery must be:

• of satisfactory quality;

• fit for its intended purpose;

• as described; and

• consistent with any sample or model where applicable.

Please inspect your order when it arrives. If the parcel or jewellery appears to have been damaged in transit, or you have received the wrong item, please contact me as soon as reasonably possible at info@momentsjewellery.com.

Providing the following information will help me investigate quickly:

• your name and order number;

• a description of the problem;

• photographs of the jewellery;

• photographs of the outer and inner packaging; and

• photographs of any visible damage to the parcel.

Where possible, I ask that transit damage or an incorrect delivery is reported within 48 hours. This request helps me raise the issue promptly with the delivery provider, but it does not limit or replace your statutory rights.

Depending on the circumstances and the applicable law, you may be entitled to a repair, replacement, price reduction or refund.

Where you are legally entitled to reject a faulty or misdescribed item, Moments Jewellery will pay or reimburse the reasonable cost of returning it.

Damage caused by accidental impact, misuse, failure to follow care instructions, normal wear and tear, unauthorised repairs or alterations is not normally considered a manufacturing fault.

13. Bespoke and personalised commissions

Bespoke and personalised commissions are created specifically for an individual customer and are normally excluded from change-of-mind cancellation rights.

Before work begins, you will receive details of the agreed design, materials, price and payment schedule. Your approval of the design, quotation or invoice forms part of the order agreement.

Deposits and advance payments contribute towards design work, labour, administration and materials. They are not automatically refundable if you decide to cancel after work has started.

However, any amount retained following cancellation will be reasonable and proportionate to the work completed, costs incurred and losses that cannot reasonably be avoided. I will provide an explanation of any amount retained if requested.

Nothing in this section affects your rights where:

• the finished jewellery is faulty;

• it is not as described or agreed;

• it has not been produced with reasonable care and skill; or

• Moments Jewellery is otherwise in breach of contract.

14. International customers

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws that apply in their country of residence.

Nothing in this policy is intended to exclude or restrict any consumer right that cannot lawfully be excluded.

Customs duties, import taxes and customs-processing charges collected by an overseas authority are not normally refundable by Moments Jewellery. You may need to contact the relevant customs authority to request repayment of those charges.

16. Your statutory rights

This policy is intended to explain how Moments Jewellery handles cancellations, returns and refunds. It does not exclude, restrict or replace any rights you have under applicable consumer law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015.