Effective date: November 14, 2026
We want you to love what you ordered. Because every piece carries your own words, our returns policy works a little differently from a regular store. Here is how it works.
Made-to-order items
Personalized jewelry is produced specifically for you, so we cannot accept returns or exchanges for a change of mind, a different size or length, or a spelling mistake entered at checkout. Please review your personalization, finish and size carefully before placing your order.
Changing or cancelling an order
You have 12 hours after ordering to cancel or to correct your personalization, size or shipping address, as long as crafting has not started. Email us with your order number. Once your piece is in production, the order can no longer be changed or cancelled.
Damaged, defective or wrong items
If your order arrives damaged, defective, or different from what you ordered because of a mistake on our side:
- Email us within 14 days of delivery.
- Include your order number and a clear photo of the item.
- Once we confirm the issue, we send a free replacement. If a replacement is not possible, we issue a full refund.
You won’t need to send the item back unless we ask you to, and if we do, we cover the return shipping.
30-day quality guarantee
Every piece is guaranteed for 30 days from delivery against manufacturing defects, such as a faulty clasp, a broken chain or link, an engraving flaw or a loose stone. If a covered defect appears, we send you one free replacement. Normal wear, scratches, loss, contact with water or chemicals, and third-party repairs are not covered.
Refund timing
Approved refunds go back to your original payment method within 14 days of approval. Your bank may need a few extra business days to post the credit.
Contact us
MyDigitalPlanners
Unit 3A, 34-35 Hatton Garden, London EC1N 8DX, United Kingdom
Email: support@mydigitalplanners.com
Phone: +44 7988 950548
Please include your order number in every message. We answer within 48 hours on business days.