Refund policy

Last updated: September 21, 2026

We want your Claras Locket gift to arrive as expected. Please contact info@claraslocket.com with your order number for help with a return or an item that is damaged, defective, or incorrect.

30-day returns

For eligible non-personalized items, you have 30 days after receiving your order to request a return. Items must be unworn or unused, in the condition received, with their original packaging and any tags. Please include your receipt or other proof of purchase.

Email us before returning an item. If your return is accepted, we will provide return instructions and the correct return address. Please do not send items to our business mailing address without confirmation. Return authorization helps us process your request and does not limit rights you have under applicable law.

Personalized items and exceptions

Items made to your specifications or clearly personalized, such as jewelry customized with a name or personal message, cannot be returned for a change of mind, except where required by law. Jewelry featuring a standard, non-customized message is not excluded solely because it carries a message. Please check all personalization details before placing your order.

Damaged, defective, or incorrect items

Please inspect your order when it arrives and contact us promptly if there is a problem. Include your order number, a description, and clear photographs where possible. We will review the issue and arrange an appropriate remedy, such as a replacement or refund, in accordance with applicable law. Personalized items remain eligible for remedies when faulty or incorrectly supplied.

Return shipping

If your return is accepted, we will send you a return shipping label and instructions for sending your package. We will explain the applicable shipping arrangements before you return the item. Any refund of delivery charges will be handled in accordance with applicable law.

Exchanges and order changes

For eligible non-personalized items, contact us to arrange a return before placing a separate order for a replacement. To request a correction or cancellation, email us as soon as possible. Changes or cancellations may not be possible once production has begun, subject to applicable consumer rights.

European Union customers

Where the statutory right applies, you may notify us that you wish to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason. The change-of-mind withdrawal right generally does not apply to goods made to your specifications or clearly personalized. Your rights regarding faulty or non-conforming goods remain unaffected.

For an applicable statutory withdrawal, return the goods within 14 days after notifying us. We will reimburse the payments required by law, including standard outbound delivery charges, within the applicable legal deadline. We may withhold reimbursement until we receive the goods or evidence of their return, where permitted. Handling beyond what is necessary to establish the goods' nature, characteristics, and functioning may result in a deduction for diminished value. Our voluntary packaging and condition requirements do not override statutory rights.

Refunds

We will notify you when we have received and inspected your return and whether your refund is approved. Approved refunds are issued to the original payment method within 10 business days, unless the law requires a shorter period. Your bank or payment provider may take additional time to post the refund. If more than 15 business days have passed since approval, please contact us.