Refund policy

At Pavlova.London, every piece of jewellery is individually made to order using traditional craftsmanship and modern techniques. Considerable time, skill and care are invested in creating each piece, and for this reason we do not accept returns or offer refunds simply because you have changed your mind.

Made-to-Order Jewellery

All made-to-order pieces, bespoke commissions and personalised jewellery are non-refundable.

Please ensure that all order details, including ring size and any personalisation, are correct before placing your order.

Manufacturing Defects

If you believe your jewellery has a manufacturing defect, or you have received an incorrect item, please contact us at tatiana@pavlova.london within 3 days of receiving your order.

Please include:

• your order number;
• a description of the issue; and
• clear photographs showing the defect.

We will carefully inspect the item and determine whether the issue is the result of a manufacturing defect. If your claim is approved, we will, at our discretion, repair, replace or refund the item.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order has been damaged during transit or you have received the wrong item, please contact us promptly at tatiana@pavlova.london so that we can resolve the issue as quickly as possible.

Refunds

If your return is approved following inspection, your refund will be issued to your original payment method.

Please note that it may take several business days for your bank or card provider to process and complete the refund after it has been issued.

Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under applicable consumer protection legislation. If your jewellery is faulty, not as described, or not of satisfactory quality, you are entitled to the remedies available under the Consumer Rights Act 2015.