Refund policy
At Coastalwillow, we genuinely care about our customers and want every order to arrive exactly as expected. If you have any issues with your order, please get in touch and we'll do our best to help.
Personalised & Engraved Jewellery
As all personalised and engraved items are custom-made to your specifications:
- We do not offer refunds, returns, or exchanges on personalised products unless the item arrives faulty or incorrect.
- Once production has begun (including engraving), orders cannot be cancelled or amended.
- Customers are responsible for ensuring all personalisation details are entered correctly at the time of ordering.
- Coastalwillow is not responsible for spelling mistakes, typos, or incorrect information submitted by the customer.
Non-Personalised Products
For non-personalised items:
- Returns are accepted within 30 days of delivery.
- Items must be unused, unworn, and returned in their original condition and packaging.
- Refunds will be issued once the returned item has been received and inspected.
- Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and photos of the issue. We will work quickly to resolve the problem and arrange a replacement or refund where appropriate.
Contact Us
If you have any questions about your order, please contact us at returns@coastalwillow.com and we'll be happy to help.