Returns Policy

At Onecklace.com, our goal is to create meaningful, personalized jewelry that you can cherish with confidence. Each piece is custom crafted specifically for you, and our dedicated team works diligently to ensure every order meets your exact specifications.

Personalized Jewelry

All personalized items are made to order and uniquely designed based on the details you provide. For this reason, personalized jewelry is not eligible for refunds.

If you are not completely satisfied with your item, it may be returned for store credit or exchange only, provided the item is new and unworn. Store credit issued will be valid for 90 days from the date of issuance.

Please ensure that all engraving details, spellings, sizes, colors, and customization selections are reviewed carefully before placing your order, as production begins shortly after purchase.

Damaged or Incorrect Items

If your item arrives damaged, incorrectly designed, or if there is an error with your order, please contact us as soon as possible so we can promptly assist you.

To report an issue, please:

Contact our customer service team
Provide clear photos of the item
Describe the issue in detail

Once approved, we will offer a replacement, exchange, or store credit, depending on the situation.

Store Credit Terms

All store credit is non-refundable and non-transferable
Store credit must be used within 90 days
Price difference adjustments, promotions, or discounts are issued as store credit only
Store credit cannot be redeemed for cash

Cancellation Policy

Once an order has been placed, production begins shortly thereafter.

Cancellations requested within 12 hours of placing the order may be eligible for store credit
After 12 hours, orders cannot be canceled, but may qualify for exchange or store credit once received
Orders that have already shipped cannot be canceled

Important Notes

All return or exchange requests must be approved in advance
Items sent back without authorization will not be accepted
We reserve the right to refuse returns that do not meet our policy conditions

Credits

Credits are non-returnable and non-refundable.

Exchange Policy

At Onecklace.co.uk, we understand that adjustments may sometimes be needed. As all items are custom made, exchanges are offered under the conditions outlined below.

Eligibility for Exchanges

Exchanges are available for all items
Items must be new, unworn, and in original condition
All exchange requests must be approved in advance by our customer service team

Return of Original Item

The original item must be returned and received by us before a new item is placed into production
Items sent back without authorization will not be accepted or processed
Returned items must be shipped using the return instructions provided by our team

Exchange Fees & Price Differences

A production fee will apply to all exchanges to cover the cost of creating the new custom item
If the replacement item has a higher value than the original purchase, the price difference must be paid before production begins
If the replacement item is of lower value, the difference will be issued as store credit only

Processing Time

Exchange production will begin only after the original item has been received and inspected
Production and shipping timelines for exchanged items are the same as new orders

Important Notes

Shipping and handling fees are non-refundable
Store credit issued as part of an exchange is valid for 90 days
Onecklace.co.uk reserves the right to refuse exchanges that do not meet the conditions above

Why Onecklace

Handcrafted with Care

Every piece is made to order by our in-house team. No mass production - just thoughtful, detailed craftsmanship.

Personalized for Your Story

Our custom name necklaces and personalized jewelry let you express who you are and celebrate the moments that matter.

Quality Materials

We use sterling silver, stainless steel, 24k gold plating, rose gold plating, and 14k solid gold for long-lasting shine and durability.

Trusted Worldwide

With over a decade of experience and thousands of real reviews, our customers know they can rely on us for quality and service.