Refund policy

Returns & Cancellations

Each piece is handmade with care, and we want you to love what you receive. This page explains when you can return or cancel an order, and the important difference between ready-to-ship pieces and pieces made specially for you. Your legal rights under the Consumer Rights Act 2022 always apply.

In short

  • Ready-to-ship pieces bought online can be returned within 14 days of delivery for a refund, even if you simply change your mind.
  • Made-to-order, personalised, and commissioned pieces are exempt from that 14-day change-of-mind right, because they are made specially for you. Please order these carefully.
  • Any piece that arrives faulty or not as described can always be returned, whatever type it is. This right is not affected by anything below.

1. Your 14-day cooling-off right (ready-to-ship pieces)

Because you buy online without seeing the piece in person, the law gives you a cooling-off period of 14 days for standard, non-personalised items. You can cancel for any reason.

  • The 14 days run from the day you physically receive the piece.
  • To cancel, tell us in writing within the 14 days, email chloe@chloewynne.ie, or use the cancellation form at the end of this page. Simply returning the parcel without telling us is not enough.
  • After telling us, return the piece within 14 days.
  • Return the piece unworn and in its original condition and packaging, with the hallmark intact. You may handle a piece as you would in a shop, but if its value is reduced by handling beyond that, we may reduce your refund accordingly.

2. Pieces made specially for you (the bespoke exemption)

Under the Consumer Rights Act 2022 (which carries the EU Consumer Rights Directive into Irish law), the 14-day change-of-mind right does not apply to goods that are made to your specifications or are clearly personalised.

For our work, this means the following are not eligible for a change-of-mind return or cancellation once we have started making them:

  • Made-to-order pieces produced after you order, including rings made in a size you choose;
  • Commissioned and bespoke pieces designed or adapted to your request; and
  • any other piece personalised at your request (for example, a chosen chain length made up specially, or a custom finish).

We highlight this clearly on the relevant product pages and at checkout, so that you know before you buy. Please double-check your size and any choices before ordering, and contact us first if you are unsure — we are always happy to help you get it right. See our Ring Size Guide before ordering a ring.

This exemption is only about changing your mind. It does not take away your rights if something is wrong with the piece — see the next section.

3. If your piece is faulty or not as described

Whatever type of piece you bought — including made-to-order and commissioned work — you are entitled under the Consumer Rights Act 2022 to a piece that is of merchantable quality, fit for purpose, and as described. If it is faulty, damaged on arrival, or not as described, you are entitled to a remedy: normally a repair, replacement, price reduction, or refund.

Please email chloe@chloewynne.ie as soon as you notice the problem, ideally with a photo. Because each piece is handmade, slight natural variations in finish, texture, and tone — and the natural ageing of leather — are features of the work, not faults.

4. Refunds

  • Once we receive a returned piece (or proof you've sent it), we will refund you within 14 days.
  • Refunds are made to the same payment method you used, unless you agree otherwise.
  • For change-of-mind returns we refund the price of the piece and the standard outbound delivery cost. We don't refund any extra you paid for a faster delivery upgrade, and the cost of returning the piece is yours.
  • For faulty or not-as-described pieces, we cover reasonable return postage as well.

5. How to return a piece

  1. Email chloe@chloewynne.ie with your order number, telling us what you're returning and why (or use the form below).
  2. We'll confirm the return address and any details.
  3. Pack the piece securely in its original packaging.
  4. Send it by a tracked and insured service — until it reaches us, the piece is your responsibility, and we can't refund items lost in return transit.

6. Cancelling before dispatch

  • A ready-to-ship order can be cancelled any time before it is dispatched, as well as during the 14-day cooling-off period after delivery.
  • A made-to-order or commissioned piece can be cancelled only before we begin making it. Once work has started, the exemption in section 2 applies. For commissions, the terms of any deposit are set out in your individual commission agreement.

7. Damaged in transit

If your parcel arrives damaged, please keep all the packaging and email us within 48 hours with photos so we can sort out a replacement, repair, or refund.

Model cancellation form

(Complete and return this only if you want to cancel an eligible order.)

To: chloe@chloewynne.ie

I hereby give notice that I cancel my contract for the sale of the following item:

  • Ordered on / received on: ____________________
  • Order number: ____________________
  • Item: ____________________
  • Your name: ____________________
  • Your address: ____________________
  • Date: ____________________