Returns & Personalized Orders

Last updated: 14 September 2026

Voraelia pieces are created to carry personal meaning. Because personalized items are made specifically from the details submitted with your order, different return and cancellation rules apply to them.

Personalized and custom-made items

Personalized or custom-made items are generally not eligible for change-of-mind returns or cancellation rights that would normally apply to standard online purchases. This includes items engraved or otherwise made to your chosen name, initial, date, message, birthstone, symbol, or other personal specification.

This does not affect your legal rights if an item is faulty, damaged, not as described, or otherwise fails to meet applicable consumer-law standards.

Changing or cancelling an order

If you need to change a personalization detail, delivery address, or request cancellation, please contact us as soon as possible after ordering. If personalization has not yet begun, we will do our best to help. Once engraving, personalization, or dispatch preparation has started, changes or cancellation may no longer be possible.

Please check your personalization carefully

Please review all names, initials, birthstones, dates, punctuation, messages, and symbols before placing your order. We create the item from the information submitted at checkout.

If the finished item matches the personalization information you submitted, an error in the details provided by you is not treated as a product fault. Please still contact us and we will let you know what options may be available.

Faulty, damaged, or incorrect orders

If your item arrives faulty, damaged, incorrect, or materially different from what you ordered, please contact us promptly through our Contact page and include your order number. Photographs can help us assess the issue quickly where appropriate.

Where the issue is our responsibility, we will provide an appropriate remedy in line with your legal rights, which may include repair, replacement, or refund depending on the circumstances.

UK consumer rights

Nothing in this policy limits your statutory rights. Under UK consumer law, goods must be of satisfactory quality, fit for purpose, and as described. Customers may have a short-term right to reject faulty goods and, in other circumstances, rights to repair, replacement, price reduction, or refund.

Non-personalized items

If Voraelia offers a non-personalized item that qualifies for the usual online cancellation rights, you may contact us within the applicable cancellation period to arrange a return. The item should be returned unused and in its original condition where reasonably possible. This section does not override any rights that apply under consumer law.

Return shipping

If we confirm that an item is faulty, damaged, incorrect, or not as described, we will provide return instructions and, where appropriate, cover reasonable return postage. For an eligible change-of-mind return of a non-personalized item, return postage may be the customer’s responsibility unless applicable law requires otherwise.

Please contact us before sending an item back so we can provide the correct return instructions.

Refunds

Approved refunds are returned to the original payment method unless another remedy has been agreed. We process refunds promptly and within any time limits required by applicable law. Your bank or payment provider may take additional time to display the funds after a refund has been issued.

Small variations

Minor differences in screen display, photography, physical materials, or engraving appearance can occur. These normal variations are not faults where the item remains consistent with the product description and the personalization submitted.

Need help?

If something is not right with your order, please contact us. We want to resolve genuine problems fairly and as quickly as possible.