Refund policy
We hope you love your jewellery. Due to the small-batch handmade nature of our pieces, we currently only accept returns, refunds, or exchanges for:
- faulty items
- damaged items
- incorrect items sent
Please inspect your order upon arrival and contact us within 7 days of delivery if there is an issue with your item.
RETURN CONDITIONS
Items must be unused and returned in their original packaging and condition.
We do not accept returns, refunds, or exchanges for:
- change of mind
- sale items
- personalised or custom-made items
- items that show signs of wear or damage caused after delivery
HOW TO REQUEST SUPPORT
To request support, please email us at dulcis.heaven@gmail.com with:
- your order number
- a description of the issue
- clear photos of the item and packaging
Please do not send items back without prior authorisation, as they may not be processed.
RETURN SHIPPING
If your item is confirmed to be faulty, damaged, or incorrect, we will provide instructions for the return process.
Customers are responsible for ensuring returned items are packaged securely. We recommend using a tracked shipping service, as we are not liable for items lost in transit.
REFUNDS
Once we receive and inspect the returned item, we will notify you by email regarding the outcome of your refund request.
If approved, your refund will be processed to your original payment method within 14 days.
Please note that it may take additional time for your bank or card provider to process the refund.
If you have any questions regarding your order, please contact us at dulcis.heaven@gmail.com.
EXCHANGES
As each piece is handmade in small batches, we do not offer exchanges for change of mind, incorrect purchases, or personal preference.
However, if you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery. Where appropriate, we may offer a replacement, exchange, refund, or store credit for use on our website.
Please do not return any items without prior authorisation.
GIFTS
If your item was purchased as a gift and shipped directly to you, please contact us at dulcis.heaven@gmail.com if there is an issue with your order.
We may be able to offer an exchange or store credit for eligible gift items returned in unused condition and original packaging.
Requests must be made within 14 days of delivery. Personalised, custom-made, sale items, and items showing signs of wear are not eligible.
If the item is faulty, damaged, or incorrect, we will arrange a replacement, exchange, refund, or store credit where appropriate.