Refund policy

Returns & Consumer Rights

As every Starstory piece is individually handcrafted to order using your Star's memorial inclusion, each item is personalised and bespoke. For this reason, returns, exchanges, or refunds cannot be accepted where you have simply changed your mind.

Nothing within these Terms & Conditions affects your statutory rights under UK consumer law.

If your jewellery arrives damaged, is faulty, or is not as described, please contact me as soon as reasonably possible and, where practical, within 14 days of receiving your order. I may ask you to provide photographs of the jewellery to help assess the issue before requesting that it is returned.

Where a return is required due to a fault, I will provide instructions for returning your jewellery. Please do not return your jewellery without contacting me first.

If, upon inspection, a fault is confirmed, I will, where appropriate, repair your jewellery, replace it where reasonably possible, or provide a refund in accordance with your statutory rights.

The handcrafted characteristics described throughout these Terms & Conditions, including natural variations in memorial inclusions, resin appearance, inclusion visibility, artistic placement, colour, finish, shape, resin depth, and the occasional presence of tiny microbubbles, are inherent features of handcrafted memorial jewellery. These characteristics are not faults or defects and do not qualify for a return, exchange, or refund.

Please do not attempt to repair, alter, resize, or modify your jewellery yourself, or through another jeweller, before contacting Starstory Jewellery. Unauthorised alterations or repairs may affect your entitlement under the Starstory Jewellery Craftsmanship Guarantee.

My Craftsmanship Guarantee is separate from your statutory consumer rights and provides additional reassurance for faults relating to the original workmanship. Full details can be found on the Craftsmanship Guarantee page.