Refund and Exchange Policy

We want you to love your Kaló piece. Because every item is handmade to order and personalised specifically for you, our refund and exchange policy works a little differently to standard retail purchases — please read below before ordering.

Personalised Items

As each piece is custom-made with your chosen name, font, and chain length, we're unable to accept returns or exchanges for change of mind once production has begun. Please carefully review your personalisation details (spelling, font choice, and length) before completing your order.

Faults and Errors

If your item arrives damaged, faulty, or with an error on our part (such as incorrect spelling or the wrong finish), we will happily repair, remake, or refund your order at no cost to you. Please contact us within 14 days of delivery with your order number and a photo of the issue, and we'll sort it out as quickly as possible.

Cancellations

Because production begins shortly after your order is placed, we can only accept cancellation requests within 12 hours of purchase. Please contact us as soon as possible if you need to make a change.

Non-Personalised Items

If you've purchased a non-personalised item and are not completely satisfied, you may request a return or exchange within 14 days of delivery, provided the item is unworn and in its original packaging.

How to Start a Return or Report an Issue

To begin a return, exchange, or fault claim, please contact our team with your order number and details of the issue. We'll guide you through the next steps.

Refunds, once approved, are processed back to your original payment method and may take a few business days to appear, depending on your bank or card provider.