Refund Policy

Shelen Rie Last updated: 08/26

We want you to love your Shelen Rie piece. Please read the information below, as our policy differs slightly from standard retail returns because every piece is handmade to order.

1. Made-to-Order Pieces

Because each piece is individually handmade for you after you order (rather than picked from ready stock), our jewellery falls under the "bespoke or personalised goods" exemption in UK consumer law. This means:

Standard items are not eligible for a change-of-mind refund or exchange once production has begun, as each piece is made specifically for your order.
This does not affect your rights if an item arrives faulty, damaged, or not as described — see Section 3 below.

If you have any doubts about a piece (size, stone colour, finish), please contact us before ordering at hello@shelenrie.com and we're happy to help you choose.

2. Cancelling Before Production Begins

If you change your mind shortly after ordering, contact us straight away at hello@shelenrie.com. If your piece has not yet gone into production, we will cancel your order and issue a full refund. Once a piece has entered production (metal cast, cut, or carved), we're unable to offer a cancellation or refund, as the materials and time are already committed to your specific piece.

3. Faulty, Damaged, or Incorrect Items

If your piece arrives faulty, damaged in transit, or different from what you ordered, please contact us within 14 days of delivery at hello@shelenrie.com with:

Your order number
A description of the issue
Photos of the piece (and packaging, if damaged in transit)

Depending on the issue, we will offer a repair, replacement, or full refund, including return postage costs where the fault is ours.

4. Sizing Issues (Rings)

If a ring doesn't fit, please contact us as soon as possible. Where possible, we're happy to resize your piece for a small fee to cover materials and work — please get in touch to check whether your specific piece can be resized (some designs, such as certain stone-set or textured bands, may have limitations). This is offered at our discretion and is separate from your statutory rights under Section 3.

5. Custom & Personalised Orders

Fully custom commissions (bespoke designs, engraving, or made-to-request pieces) are non-refundable once production has begun, in line with Section 1. We'll always confirm design details, sizing, and materials with you before starting a custom piece, to avoid surprises.

6. How Refunds Are Processed

Where a refund is due under this policy, it will be issued to your original payment method within 14 days of us confirming the refund. Please note your bank or payment provider may take a few additional days to show the funds.

7. Contact Us

If you have any questions about an order, a fault, or a possible return, please reach out — we're a small, independent business and always happy to help:

Email: hello@shelenrie.com

This policy does not affect your statutory rights under UK consumer law, including your rights regarding faulty or misdescribed goods under the Consumer Rights Act 2015.