At Allure Jewellery we understand that ordering personalised jewellery you can’t touch and feel first can be daunting. That’s why orders are risk-free thanks to our 100-day satisfaction guarantee, and there’s a real human on the other end ready to help if anything’s not right.
- ✅ 100-day satisfaction guarantee on every order (select pieces include a lifetime guarantee where stated)
- 💬 We reply within 24 hours – usually much faster
- 🇬🇧 Real, UK-based support – you’re never talking to a bot
- ⭐ Rated 4.8 by 50,000+ customers
If something’s wrong with your order, just get in touch and we’ll work with you to sort it out quickly and fairly.
If Anything’s Wrong, We’ll Make It Right
Please check your order when it arrives and contact us as soon as you can if:
- Your item arrived damaged
- Your item is faulty
- You received the wrong item
To help us sort it out fast, we may ask for a quick photo or video. We’ll always work to fix things – most issues we resolve without you needing to send anything back at all.
Personalised Items
Because each personalised piece is made to order, we’re not able to accept change-of-mind returns on custom items – they can’t be resold once they carry your names, dates or photos.
But you’re still fully covered. If a personalised item arrives faulty, damaged, or not as it should be, we’ll always put it right – whether that’s a replacement or another fair resolution. Just reach out and we’ll take care of you.
Non-Personalised Items
Changed your mind on a non-personalised piece? No problem. You can return it as long as:
- It’s unworn and unused
- It’s in its original packaging
- You have your proof of purchase
Return shipping is covered by the customer unless the item is faulty. Please contact us first for approval – returns sent without approval can’t be accepted.
Refunds
Once a return or refund is approved:
- Refunds go back to your original payment method
- Processing times depend on your bank or payment provider
Depending on the situation, refunds may be full or partial – we’ll always be clear and fair about it.
Prefer an Exchange?
The quickest way to get the piece you want is to return your original (if eligible) and place a new order once your return’s approved. Pop us a message and we’ll guide you through it.
Quick Answers
What if my ring or bracelet doesn’t fit?
Get in touch and we’ll help. For sizing issues on non-personalised items, we can arrange a return. For personalised pieces, we’ll always look at how we can help you.
My photo jewellery didn’t come out how I expected.
Message us with a photo of what you received – a lot of the time it’s something we can quickly troubleshoot and where it’s genuinely not right, we’ll sort a replacement.
How long do refunds take?
Once approved, we process refunds straight away. From there it’s down to your bank or card provider – usually a few working days.
How do I get help fastest?
Just contact us. We reply to every message within 24 hours, and we’re genuinely happy to help.
Still Have Questions?
We’re always here for you. Reach out any time at support@allurejewellery.co and we’ll get you looked after.
