Returns & Cancellations

Stock Orders with no personalisation - You may cancel your order up to 14 days after receiving it. To Cancel your order please get in touch ASAP

Bespoke & Personalised Orders - You may cancel your order within 48hrs of placing it, please get in touch immediately.

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We hope you will be delighted with your Letters to Jinny piece. If however for some unfortunate reason you are not entirely satisfied with your piece, please contact us.

Letters to Jinny guarantees a warranty period of 12 Months from the date of purchase for all lockets. Proof of purchase is required to validate our warranty - Your invoice/order confirmation is your proof of purchase. Letters to Jinny Warranty covers manufacturing and material defects for lockets purchased directly from Letters to Jinny, either through our website, via email (this includes referrals via our affiliates), or in person. Our Warranty only covers damages that are not caused by customer wear & tear / accident / inappropriate use and all items outside the Warranty period will incur an additional charge (see Repairs section below). Please email us before you return your piece so that we are aware of the return. We'll email to let you know we have received your piece back with us safe and well.

We will repair/replace/refund items which are found to be faulty. Refunds will be issued where an item is found to be faulty and a repair or replacement is not preferred.

We cannot accept any returns on bespoke or personalised items, so we ask for your particular care and attention when ordering these pieces. Please be aware that all 9ct gold & 18ct gold items are made to order and as such are considered a bespoke item. This means that they are not eligible for return unless a manufacturing fault has been found.

A return due to ‘change-of-mind’ applies solely to unworn website stock items* bought via the website. For stock items bought from us in person (where you have been able to handle the item prior to purchase) a credit note or alternative stock item exchange will be given provided that the item is unworn and both the item & packaging are undamaged and intact. The amount eligible for exchange/refund will be the total value of returned stock & original postage costs. Buyer is responsible for all return postage costs.

* ‘stock items’ refers to sterling silver lockets

Repairs & Reconditioning

Repairs for items damaged or broken through customer wear & tear / accident / inappropriate use, and for items outside of their warranty are available, with price agreed before any work commences. Customer is responsible for all postage costs for wear & tear / accident / inappropriate use & outside of warranty repairs.

It is possible to bring your piece back to it’s original condition when you first received it. This can include cleaning, refinishing, and re-plating. Reconditioning starts at £30, but we will quote you on a case by case basis, with price agreed before any work commences. Customer is is responsible for all postage costs for reconditioning.

Please be aware that if your locket is lined, then the lining paper will need to be replaced in most cases when a repair or reconditioning is carried out. We offer to replace your lining paper for free the first time, and thereafter a Lining Paper charge will be added to the cost of the repair/reconditioning. Please also be aware that although the same paper choice is possible, the exact same part of the pattern is not guaranteed. This is due to the nature of the paper and how we cut it.

The Letters to Jinny Warranty

The Letters to Jinny Warranty is valid for 12months from purchase date.

This warranty covers the following within the first 12months after purchase:

• Chain breakages

  Where, within the warranty period, a chain breaks through customer wear and tear, we will repair the chain as discretely as possible free of charge.

• Lost/Damaged Printed Notepaper Replacement

  Where, within the warranty period, you either lose or damage your printed notepaper, we will send you out a replacement free of charge. This is limited to 3 replacements. Subsequent replacements out-with the warranty will be charged at the current price of a Printed Notepaper add-on.

• One Damaged Lining Paper Replacement

  Where, both within and out-with the warranty period, you damage your lining paper, we will fit a replacement free of charge the first time. Subsequent replacements, both within and out-with the warranty will be charged at the current price of a Lining Paper add-on.

• Cleaning

  Where, within the warranty period, you feel your locket needs a spruce up*, we will clean it for you free of charge.

  *Please note this does not include re-plating.

This warranty covers the following in perpetuity after purchase:

• Lost/Damaged Blank Notepaper Replacement

  Where, within or outwith the warranty period, you either lose or damage your blank notepaper, we will send you out a replacement free of charge. This is a life-time guarantee for as long as Memori Keepsakes is trading.

Please note that postage is not covered when returning your piece to us, but return postage when we send your piece from Letters to Jinny back to you is covered during your warranty period.