Last updated: 23 October 2026
We want you to love your order. This policy explains your rights to cancel, return or get a refund. It does not affect your legal rights as a consumer under UK law. For any request, email us at storeflamds@gmail.com with your order number.
Changing your mind (non-personalised items)
For items that are not personalised, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us within that period. You then have a further 14 days to send the item back.
- The item should be unused and returned in its original condition and packaging where possible.
- You are responsible for the cost of returning the item, unless it is faulty or not as described.
- We will refund the price of the item and the standard delivery cost within 14 days of receiving the item back (or proof that you have sent it).
- We may reduce the refund if the item has been handled more than needed to check it.
Personalised items
Personalised items, such as our name and initial necklaces, are made to your specification. Because of this, they cannot be cancelled or returned for a change of mind once production has started. Please check spelling and choices carefully before ordering.
If you notice a mistake in your personalisation, email us as soon as possible at storeflamds@gmail.com. If production has not started, we will do our best to correct it.
Your rights below still apply if a personalised item arrives faulty, damaged, incorrect, or with an error that was our fault.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose and as described.
- If your item is faulty, damaged or not what you ordered, contact us within 30 days of delivery for a full refund, or ask for a replacement.
- After 30 days, we will offer a repair or replacement, or a refund if that is not possible.
- Please include your order number and clear photos of the item and the issue.
- We cover the cost of returning faulty or incorrect items.
Missing or late parcels
If your order has not arrived within the delivery time shown at checkout, please email us at storeflamds@gmail.com and we will track it and help.
How to send a return
Please do not send items back without contacting us first. Email storeflamds@gmail.com with your order number and the reason for the return, and we will send you the return address and instructions. Do not send items to the manufacturer. We recommend using a tracked delivery service.
Refunds
Approved refunds are made to your original payment method. Your bank may take a few working days to show the refund on your account.
Sale items
Items bought on sale have the same rights as full-price items.
Need help?
Email us at storeflamds@gmail.com. We aim to reply within 1 to 2 working days.