Refund policy
Return and Refund Policy – Adornly Luxe
At Adornly Luxe, all of our jewellery is personalised and made to order. As such, personalised items are non-refundable and non-returnable under the Consumer Contracts Regulations 2013, which exempts personalised goods from the standard 14-day cooling-off period.
Damaged or Defective Items
Please inspect your order upon reception and contact us within 48 hours of delivery if your item arrives damaged or defective. Email us at hello@adornly.store with photos and we will arrange a replacement or full refund.
Exceptions / Non-Returnable Items
The following items cannot be returned:
- Personalised or custom-made jewellery
- Earrings (for hygiene reasons)
- Items marked as final sale
- Gift cards
We do not accept returns on sale items.
Exchanges
As all our pieces are made to order, we do not offer direct exchanges. If you have an issue with your order, please contact us at hello@adornly.store and we'll do our best to help.
European Union Customers
If your order is being shipped to the EU, you have the right to cancel or return non-personalised items within 14 days of receipt, in original unworn condition with proof of purchase. Personalised items remain exempt under EU distance selling regulations.
Refunds
Once your return is received and inspected, we'll notify you of the outcome within 3 business days. If approved, your refund will be processed to your original payment method within 10 business days. If 15 business days have passed since approval, contact us at hello@adornly.store.