Each pendant is made to your chosen initials and message. We do not accept change-of-mind returns or exchanges for personalised items. Please check your spelling, initials, finish, chain length and both sides of your design before placing your order.
If your pendant arrives damaged, faulty or does not match your confirmed order, please email info@whenwefirstmet.com with your order number and a description of the issue. Clear photographs of the pendant and packaging, where helpful, will help us assess the problem.
We will review your enquiry and advise the next steps. Where you are entitled to a remedy, we will provide the appropriate repair, replacement or refund in accordance with applicable consumer law. Contact us before posting an item back so we can provide the correct return instructions. We cover reasonable return costs for confirmed faulty or incorrectly supplied items.
If you need to change or cancel your order, email us as soon as possible. We will check whether production has started; changes or cancellations may not be possible once your personalised pendant is in production.
This policy does not limit your statutory rights, including your rights where goods are faulty, not as described or not fit for purpose. Any mandatory consumer protections applicable to your order remain in place.