You have 14 days, from receipt, to notify the seller if you wish to cancel your order or exchange an item.

Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken; digital items.

Additional terms

*Please note that any custom orders including but not limited to bespoke, personalised pieces, ring size requests or gemstone/colour preference, are excluded from the standard returns policy and by placing an order, these terms and conditions have been accepted. *I will refund or repair items that are found to have obvious manufacturers faults within 5 working days. However, this does not cover the following due to the items being handmade: tool marks, scratches, partially opened ends and clasps, minor uncoiled wirework, tarnishing, thinning of glaze/varnish, gemstone chips, cracks and colour loss due to storage, faults caused by customers negligence, issues caused due to contact with perfumes and liquids, not following my strict guidance for storage, handling and maintenance or anything that does not require my assistance in fixing. *I must be contacted first with detailed photographs of the fault and await my instructions. If the fault has a simple solution, I will instruct you on how to fix it, but if it is more specialised I will advise you on returning the item. Please note that return postage and insurance is to be covered by the customer, and the seller will not accept any return postal charge requests. *The item must be sent in the original packaging, including any gift boxes/bags the item is sent with in an unworn state, if a refund is offered. *Please note that extensive photographs are taken of each item sold including evidence of the item with the customers address as proof of any pre-existing faults, which will be provided to the customer should it be determined that the fault is customer error and non refundable. *If the fault is determined to be customer error, upon inspection of initial photographs and/or upon receipt, the customer will not be entitled to a refund. If this is the case, the buyer will have to pay any return postage charges prior to subsequent return. * For minor repairs, I may be contacted regarding the issue and an option may be provided for the item to be returned at the customers cost, and a free fixing service may be provided,unless un-fixable or too extensive. Return postage must be pre-paid and included within the parcel, via a method of your choosing. Please be aware that you are solely responsible for the item and correctly insured methods of post should be chosen. The customer must contact me first with photographs and await instructions regarding this free service. *I do not accept returns for any other reason due to hygiene, for items of jewellery. All other products can be returned within 14 days, but the buyer will have to pay for any return postage charges, shipping insurance and all returns will be subjected to a re-listing administration charge of either £5 or 10% of the product (whichever is higher), to cover any re-listing fees, commission charges or any postal charges the seller has paid. Cancellation: *I may be contacted to enquire about cancelling a transaction within 24 hours of the order being placed, provided the item has not been dispatched. *It is not possible to cancel a transaction if an item has been commissioned, as work will be initiated immediately including the designing of the personalised object, acquiring specific gemstones and/or materials and the creation of the product. General Terms and Conditions: *All designs and photography are the property of serendipity.co.uk and are subject to copyright laws should they be used/copied without prior consent. *Items must not be copied or dismantled in order to copy methods of creation and doing so will result in appropriate action being taken. This also applies to using the illustrated photography to copy a design. *There will be strictly no resale of products under a different name/company unless consent has been given in writing. Please note: By proceeding with initial purchase, you are in agreement with the above terms and conditions and will be responsible for any breach of your statutory duty. Extensive photographs are taken prior to postage as proof of the condition of the item in question

Please note that if your order is being posted outside mainland UK, you (or the recipient) may have to pay customs or VAT charges and a handling fee. The seller is not responsible for any charges or fees that may incur.

Read the Folksy Returns Policy.