Refund policy

Returns, remakes & refunds

Custom pieces (name pendants, initial pendants, photo pendants)

Custom pieces are made for you and cannot be returned or exchanged. This is stated on every custom product page and at checkout.

Cancellations: you can cancel for a full refund within 12 hours of ordering. After that your piece enters production and can no longer be cancelled.
Check your spelling. We make exactly what you type, in capital letters. If we are unsure about a name we will email you before production starts.

Our remake guarantee (custom pieces)

If your piece arrives with a defect — a missing or loose stone, a broken bail or clasp, a plating fault, or a name that does not match what you ordered — email a photo to contact@craneurice.com within 30 days of delivery and we will repair or remake it free of charge, including shipping both ways. One remake per order. Normal wear, water or chemical damage, and loss are not covered.

Ready-to-ship items (chains sold on their own)

Return unworn items in their original packaging within 30 days of delivery for a refund of the item price. Email us for a return authorisation first. Return shipping is paid by you unless the item arrived damaged or incorrect. Refunds are issued to the original payment method within 5–10 business days of receiving the return.