Laalie Jewellery / Customer care
Returns and refunds
If there is a problem with your jewellery or crystal keepsake, please get in touch. Tell us what has happened and we will help you with the next step.
Personalised pieces
If you change your mind
A necklace engraved with your fingerprint or a crystal made from your photograph is made especially for you. We do not accept change of mind returns or exchanges for pieces made to your specifications or clearly personalised for you. The usual 14 day cancellation right for online purchases does not apply to these items.
If you wish to cancel before we have started processing your order, please contact us straight away. We can cancel it at that stage.
Your order details
If the engraving is incorrect
If we have engraved a different name, date or design from the one we agreed with you, please tell us. This is an error with your order and your rights apply, even though the piece is personalised.
If you spot a mistake in the wording you supplied, contact us as soon as you can. We will check whether there is still time to change it. A spelling mistake reproduced exactly as you supplied it is not, by itself, a fault with the engraving.
When something is wrong
Faulty, damaged or incorrect items
Your keepsake must be of satisfactory quality, match its description and be fit for its purpose, including any particular use we agreed with you. These rights apply to engraved pieces too. Please contact us if your item arrives damaged, develops a fault or differs from what you ordered.
The first 30 days
If your item did not meet these requirements when supplied, you normally have 30 days, starting the day after delivery, to reject it for a full refund. You may ask for a repair or replacement instead. If you do, the time limit pauses while you wait.
After 30 days
For a fault that was present when the item was supplied, you can usually choose a free repair or replacement. We may offer the other option if your choice is impossible or would cost disproportionately more. We must put things right within a reasonable time and without significant inconvenience to you.
If the item still does not meet the requirements after one repair or replacement, neither option is possible, or we cannot put it right on those terms, you can choose an appropriate price reduction or return the item for a refund. After six months, a deduction for use may apply to that refund.
Postage and refunds
We cover reasonable return postage for items that are faulty, damaged on arrival or incorrect. When you are entitled to a refund for one of these reasons, we issue it promptly and within 14 days of agreeing that it is due. We use your original payment method unless you expressly agree otherwise.
Getting in touch
How to arrange a return
Email shop@laalie.com or use our contact form. Include your order number if you have it and a short description of the problem. A photograph can help us see a damaged clasp or an engraving error, but you can contact us without one.
We will give you the return details and explain how to send your piece safely. Please use protective packaging. Your original Laalie box is useful if you still have it, but you do not need it to return a faulty item.
Items bought without personalisation
Standard items
If your order includes a standard item sold without personalisation, its usual cancellation rights still apply. Selecting a standard size, colour or chain length does not by itself make an item personalised.
You can cancel an eligible item before delivery or tell us within 14 days starting the day after you receive it. If one order arrives in separate deliveries, the period starts the day after the last item arrives. Send the item back within 14 days of telling us. For a change of mind return, you pay the direct return postage if we told you this before you ordered. Otherwise we cover it.
We issue your refund promptly and within 14 days of receiving the item back or receiving evidence that you sent it, whichever comes first. If you cancel the whole order, we also refund any standard outward delivery charge you paid.
