Refunds and Cancellations
When money comes back, when it does not, and how to ask. Nothing here takes away rights the law gives you.
Last updated 23 October 2026
Work made for you
A piece built to your measurement, or engraved, embroidered or printed to your specification, is made for you alone and cannot be offered to anyone else. The usual right to change your mind about a purchase does not apply once work has begun. What happens at each stage is set out in Commission Terms.
Before we start stringing or cutting, say the word and you get everything back.
A finished piece bought as it is
If you buy a piece that was already made rather than built to order, you have 14 days from the day it reaches you to tell us you would like to return it. Send it back unworn and as it arrived, at your own cost and suitably packed, and the price is refunded within 10 working days of it arriving safely.
If it arrives damaged, or does not arrive
Tell us within 7 days of delivery, or of the day it should have arrived, and send photographs of the piece and the packaging. Depending on what happened it will be repaired, made again, or refunded in full. Keep the packaging until it is settled, because a carrier will usually ask for it.
If a bracelet does not fit
Measurement is the one thing we cannot judge for you. If a piece built to the size you gave does not fit, send it back within 14 days and we will restring it to a corrected size for the cost of postage alone, once. Tell us the new measurement and how you took it.
If it is not what was agreed
If a piece is faulty or materially different from what we described, you are entitled to have it put right or your money back. Write to [email protected] and say what is wrong.
Workshop seats
Tell us at least 48 hours before a session and the seat moves to another date or the fee is returned. Inside 48 hours the fee is held, because the materials have been cut and the place has been kept. If we cancel a session, every seat is refunded in full.
Natural stone
Stone varies from bead to bead, and no two strands are alike. Colour and pattern differing from a photograph is the material, not a fault, and is not on its own a reason for a refund. If a piece is not what we described, it is.
How a refund is made
Always back to the way you paid, within 10 working days of it being agreed. Where the law allows it, payment charges we cannot recover may be deducted, and we will tell you the figure rather than let you find it. Last updated 23 October 2026.
Questions about anything on this page go to [email protected], or come to the bench on a Wednesday or Saturday afternoon between 1:00p and 4:00p.