Refund & Returns
We want you to love your jewellery. If something’s not quite right, please don’t hesitate to get in touch — we’ll always do our best to help and make it right.
Returns for Stocked Items
If your piece is from our ready-to-ship range (i.e. not made to order or personalised), you’re welcome to request a refund or exchange within 30 days of receiving your order.
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Items must be returned unused, in their original packaging, and in resaleable condition.
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Return postage is the customer’s responsibility, unless the item is faulty.
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Once the item is received and inspected, we’ll issue a refund to your original payment method.
This policy is offered in addition to your statutory rights.
Made to Order & Personalised Items
Nearly all of our pieces are made to order, and many also include personalised or customised elements such as engraving, initials, pendant selection, or customisation. These pieces are non-returnable and non-refundable, as they’ve been created just for you. We appreciate your understanding that we can’t accommodate returns for these items.
Rest assured, this does not apply to items that are faulty or not as described. This is in line with the Consumer Contracts Regulations (2013), which exclude bespoke and personalised items from standard return rights.
That said — we’re human, and we understand that mistakes can happen.
If you ordered the wrong size, chain length, or selected the wrong number of pendants, we don’t want you to be stuck with something that isn’t quite right. So get in touch. While made-to-order items can’t usually be returned, if someone else later orders the same piece and your item is in new and unused condition, we may be able to offer a refund or exchange as a goodwill gesture.
This isn’t guaranteed, but we’ll always do our best to help — so please reach out and we’ll talk it through. We'll always do our best to help.
Faulty or Damaged Items
If your jewellery arrives damaged or faulty, please let us know within 48 hours of delivery.
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Email us with your order number, a brief description of the issue, and clear photographs of the damage.
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Depending on the circumstances, we’ll offer to repair, remake, or refund your item.
We want you to feel completely confident ordering from us.
How to Start a Return or Report an Issue
To begin a return or raise an issue, just email [mv@mementovitae.co.uk] with:
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Your order number
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A short explanation of the issue
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Any relevant photos (if applicable)
We aim to respond within 1–2 working days and will always do our best to help.