Refund policy

Pieces that are not personalised

You have 30 days from the day you receive your order to return a piece that is not personalised. This includes, and goes beyond, your statutory 14-day right to cancel.

To be eligible, the item must be unworn, in the condition you received it, and in its original packaging, with proof of purchase.

Personalised pieces

Pieces engraved with names, initials or a message, set with chosen birthstones, or made with your photo are made for one person and cannot be resold. As permitted by UK consumer law, they cannot be returned for a change of mind.

If a personalised piece arrives damaged, faulty, or does not match what you entered when ordering, we will remake it at our cost or refund you in full.

How to start a return

Email us at contact@loviousy.com with your order number. If your return is accepted, we will send you instructions on where and how to send it. Items sent back without first requesting a return cannot be accepted.

Damages and problems

Please inspect your order when it arrives and contact us straight away if the item is faulty or damaged, or if you received the wrong item, so that we can put it right. Your statutory rights are not affected.

Exchanges

The fastest way to get a different piece is to return the one you have and, once the return is accepted, place a separate order.

Refunds

We will let you know once we have received and inspected your return. If it is approved, you will be refunded to your original payment method within 14 days. Your bank or card issuer may take additional time to post the refund.