Returns, Refunds & Cancellation Policy

 

At Story Made, every piece of jewellery is handcrafted and personalised using your unique impression. Because each item is made especially for you, our cancellation, returns and refund policy differs from that of standard retail products.

 

Cancelling Your Order

You may request to cancel your order within 24 hours of placing it.

If production has not yet begun and your impression kit has not been dispatched, we will issue a full refund to your original payment method.

If production has already started or your impression kit has been dispatched, we may be unable to cancel your order or may deduct any costs already incurred before issuing a refund.

Once we have begun creating your personalised jewellery, your order cannot be cancelled, as it has been made specifically for you.

This is in accordance with UK consumer regulations relating to personalised and made to order goods.

To request a cancellation, please email us as soon as possible at shopstorymade@gmail.com and include your order number.

Returns

Personalised Jewellery

As all of our jewellery is personalised and made to order, we are unable to accept returns for items where you have changed your mind.

Impression Kits

Unused impression kits may be returned within 30 days of delivery, provided they are unopened, unused and in their original condition.

Return postage costs are the responsibility of the customer unless the item is faulty or we have sent the wrong product.

Opened or used impression kits are not eligible for a refund.

 

Faulty, Damaged or Incorrect Items

We take great care when creating every order. If your jewellery arrives damaged, faulty or you receive an incorrect item, please contact us within 14 days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs showing the problem

If your item is confirmed to be faulty or incorrect, we will arrange a replacement, repair or refund where appropriate at no additional cost to you.

 

Returning an Item

If we ask you to return your jewellery for inspection, repair or replacement, we will provide full return instructions before you send anything back.

Please do not return any items without contacting us first.

We recommend using a tracked postal service, as we cannot accept responsibility for items lost during return transit.

 

Lost Deliveries

If your order is lost during delivery, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and, where appropriate, arrange a replacement or another suitable resolution.

Refunds

Where a refund has been approved, it will be issued to your original payment method.

Please allow 5 to 10 business days for the refund to appear in your account, depending on your payment provider.

 

Contact Us

If you have any questions about our Returns, Refunds & Cancellation Policy, please contact us at:

shopstorymade@gmail.com

We are always happy to help!