Frequently Asked Questions

Three things, packed together and ready to give. The pendant on its chain, the message card that belongs to that design, and the gift box you chose.

The card is the part most people are really buying. Its message is written for one person, a wife or a grandma or a daughter, and it is printed before the box is closed, so the words are already there when the lid comes off.

You choose the To and From lines and we print them exactly as you type them. The message in the middle of the card belongs to the design and cannot be swapped, which is why each design is written for one relationship rather than for everybody.

We do not correct spelling, capitals or names. A name that looks wrong is usually a name spelled the way that person spells it. Read both lines back before you pay.

Terms of service

The ones on the Personalized shelf. On those the names are cut out of the metal itself, 3 of them along one chain, and you choose them on the product page. Every other necklace here has the same pendant for everyone and puts your words on the card instead.

A name can be up to 10 letters. Letters only, so no spaces, hyphens or accents: each name is cut as a single piece and those characters have nothing to hold on to. The photographs on the page show example names, and the preview under the fields draws yours as they will be cut.

We do not correct spelling. Read the names back before you pay, because a necklace cut to match what you sent us is not something we can remake for free.

Returns and remakes

Yes. Each design comes on five card styles, and the product page shows the real printed card for each one rather than a swatch of the paper, so you can compare them before choosing.

The darker styles print the wording in a lighter ink with a metallic accent. That is a different card rather than a filter over the same card.

The pendant is stainless steel, plated in either an 18K yellow gold finish or a 14K white gold finish. Steel is what keeps a piece worn every day from tarnishing, and the plating is what gives it the color of gold at a price a keepsake can carry.

The personalized necklaces offer polished stainless steel rather than white gold, which is the steel itself with no plating over it. Whichever pendant you are looking at, the finishes it actually offers are the buttons on its own page.

The finishes are priced separately, so the number on the page moves when you switch between them.

The chain is adjustable, so it can sit at the collarbone or hang lower over a sweater without anything being altered. There is no size to choose and nothing to measure before ordering.

Both boxes hold the necklace and the card, and both are ready to hand over as they are. The luxury box lights the pendant when it opens, which is worth having if the moment of opening is the point. The black and white box is the quieter one.

Allow 7 to 15 business days from order to doorstep. Checkout shows you the same window before you pay.

The first half of that is the workshop, where your necklace is prepared with the wording you chose on the card. Only then does it travel. Weekends and public holidays are not counted, so ordering on a Friday evening is the same as ordering on the Monday.

Shipping

Give it three weeks. Most orders beat the window above, and a keepsake bought for one day is the wrong thing to gamble on an average.

Closer than three weeks and worried? Write before you order, tell us the date, and we will say straight out whether it can land in time.

We ship free to 20 countries and the shipping page lists every one of them. If yours is not there, checkout will not offer it, and that is deliberate. Taking payment for an address we cannot deliver to helps nobody.

Where we ship

Orders outside the United States ship from the United States, so import duty or local tax is possible. Your own country sets it, we do not collect it, and it is not part of the price you pay here. Most orders at this value arrive without a charge and we will not promise that all of them do.

The receipt arrives the moment you pay. The tracking link comes later, when the finished piece leaves the workshop, and it can sit quiet for a day before the carrier scans it the first time. That gap is a parcel waiting on a van rather than anything having gone wrong.

Possibly not. Each necklace is made on its own, so two ordered together finish on different days, and we post each one the day it is ready. Holding the first back until the last caught up would make both of them late.

Email us within 30 days of delivery with your order reference and a photo of the problem. We make the necklace again and send it free, and the first one is yours to keep or to bin.

The photo is what settles it in one message instead of four, and without one we may not be able to put it right at all.

Returns and refunds

Write to us immediately and we will stop the order if it has not gone into production. Production can begin within hours, so the sooner you write the better the chance of catching it.

Once a card is printed with a name on it, that card has no second buyer, which is why a personalized piece already in production cannot be cancelled or refunded. We would still rather hear from you than not.

In full, as long as the order has not gone into production. After that the answer is a remake rather than a refund, for the reason above.

Returns and refunds

Tell us and we will chase the carrier. An order that never arrives is remade free on the same terms as one that arrives broken.

Treat it as plated jewelry rather than as solid gold. The steel underneath resists tarnish and everyday wear, and it is the plating on top that wants a little care.

• Take it off before swimming, showering or the gym.
• Put it on after perfume, hairspray and sunscreen rather than before.
• Wipe it with a dry soft cloth. No polish, no jewelry dip, no ultrasonic cleaner.
• Store it away from other pieces so nothing scratches the plating.

Better not. Being caught in the rain will do no harm, and daily hot water with soap and shampoo in it will dull a plated finish faster than anything else on this list.

It is printed on card stock meant to be kept rather than on a gift receipt. Most people leave it in the box with the necklace, which is the best place for it. Direct sunlight fades any print eventually, including this one.