Refund policy

At Held in Silver, each piece is individually handcrafted, and many of our pieces are made especially for you. We want you to love your jewellery, so if you have any concerns about your order, please get in touch and we’ll always do our best to help.

Personalised & bespoke jewellery

Due to the personalised nature of our fingerprint and pet print jewellery, these items are made specifically for you and cannot be returned or cancelled due to change of mind.

This does not affect your statutory rights. If your personalised item arrives faulty, damaged, incorrect or not as described, please contact us and we will work with you to resolve the issue.

Non-personalised jewellery

For non-personalised jewellery purchased online, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason. 

For hygiene reasons we are unable to accept the return of pierced earrings. 

If you wish to return an item, please contact us within 14 days of receiving your order. Items should be returned unused and in their original condition and packaging. Return postage is the responsibility of the customer.

Once the returned item has been received, we will issue your refund within 14 days. Your original standard delivery charge will also be refunded.

Faulty, damaged or incorrect items

If your jewellery arrives damaged, faulty, incorrect or is not as described, please contact us as soon as possible at heldinsilver@gmail.com including your order number and photographs where appropriate.

Ring sizes

If you are unsure of your size, please contact us before placing your order and we will be happy to help. If the ring you receive is a different size from the size ordered, or there is another issue with the sizing of the item itself, please get in touch and we will be happy to help.

Handmade variations

As every piece is handcrafted individually, small variations in shape, texture, finish and appearance may occur. These are a natural part of handmade jewellery and make each piece unique. Such variations are not considered faults where the item remains as described.

Your statutory consumer rights are not affected by this policy.