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A personalised necklace begins with a choice that is yours alone: a name, a meaningful engraving or a design made to your specifications. At Bespoke Necklace, we want the ordering process to be as considered as the finished piece. These terms set out what to expect when choosing, purchasing and receiving jewellery from us.
Much of our jewellery is handmade. We take care to show products faithfully, but the piece delivered may differ slightly from the photographs on our website because of the handmaking process. Please consider those natural variations when selecting your design.
Availability can vary. Should a selected item be unavailable, we will tell you in advance and aim to suggest an alternative. There is no obligation to accept that alternative.
We may ask you to confirm particular requirements before an item is commissioned. This is especially relevant to high-value pieces or designs not normally kept in stock; confirming the details helps us understand precisely what you have requested.
We aim to display accurate prices with no hidden extras. Optional additions, such as engraving, and postage charges are identified at checkout. Please review the complete amount before submitting your order.
If a technical fault or human mistake causes an incorrect price to appear, we reserve the right to cancel an order placed at that price. Any amount paid for the cancelled item will be returned using the original payment method.
We accept major debit and credit cards and take payment through our secure online payment gateway.
Our 14-day exchange policy is intended to help when an eligible, non-customised item is not quite right. If you change your mind within 14 days, please email us to arrange an exchange. The jewellery must be unused and returned in its original condition and packaging.
A bespoke necklace made to your specifications cannot be exchanged simply because it is no longer wanted. We likewise cannot exchange engraved items or items returned after the 14-day period. This distinction is important: work made for one customer's chosen details is not the same as an unpersonalised stock piece.
However, these change-of-mind exclusions do not apply when a bespoke or engraved item has a manufacturing fault. Our fault process and your statutory consumer rights remain available.
We are committed to supplying jewellery of the highest possible quality. If your order contains a fault, please return the item within 14 days for a refund or exchange. If a fault develops during the first 30 days after purchase, contact us by email so that we can arrange a refund or exchange.
For a faulty-item refund, allow up to 30 days for the money to be received. If the resolution is an exchange, allow up to 28 days to receive the replacement.
We recommend returning jewellery via a Special Delivery service for your protection. Return delivery charges are normally your responsibility; this does not apply if we sent you an item in error or if the item is faulty.
Please see our separate Returns Policy for additional information. Neither our exchange policy nor our guarantee affects your statutory rights as a consumer.
Names and engravings may carry a personal meaning, and your contact details deserve equally careful handling. We collect customer information to process an order and to give you the best possible service.
Our confidentiality commitment is to use the information we obtain lawfully, in accordance with the Data Protection Act 1998 and the Web Trader Code of Practice. Personal details are stored securely on our own dedicated server with restricted access, in accordance with our internal security policy and the law.
We do not make customer databases available to other organisations, and your contact information is not supplied to third parties for marketing. We will not email you in future without your consent. You may decline marketing emails and remove yourself from marketing communications at any time.
We do not knowingly collect sensitive information without explicit consent. You can email to check what information we hold about you, and we will promptly correct or delete any inaccurate details.
We may use a browser cookie or similar technology to understand patterns of website use. A cookie may be stored by your browser, and you can generally change the browser settings to prevent that. Depending on those settings, the information gathered may be capable of identifying you.
If you have questions about a design, an exchange, a faulty item or privacy, please contact support@bespokenecklace.com. We would rather clarify a detail before a bespoke piece is commissioned than leave you uncertain about what to expect.
