Returns & Exchanges

Every Heirpearl piece is made-to-order and personalised. Your name, date, handwriting, fingerprint, or image is engraved into the piece at the moment of production — it cannot be un-engraved and resold to another customer.

This is the nature of what we make. It means our return policy differs from standard retail. We think that's worth explaining clearly, upfront.

Your piece arrived damaged or defective
Email us at contact@heirpearl.com within 14 days of delivery with a clear photo. We will send you a replacement at no cost — including shipping. No need to return the original piece first.

We engraved the wrong name or detail
This rarely happens — but if we made an error, we replace the piece completely, for free, and apologise. Email us with a photo and your original order details.

You changed your mind
Because the piece was made specifically for you, we are unable to accept change-of-mind returns. We encourage you to double-check all personalisation fields before placing your order. If you're unsure about a design or detail, email us before ordering.

Your piece developed a problem within 5 years
This is covered by our warranty. See our warranty page for the full process.

You can cancel your order within 12 hours of placing it for a full refund — before engraving begins. After that, your piece is in production and cannot be cancelled.

To cancel, email contact@heirpearl.com as soon as possible with your order number in the subject line. We process refunds within 5–7 business days back to your original payment method.