Refund policy

Returns and refunds

We want you to be happy with what you ordered. If you are not, contact us at levnsoulbrand@gmail.com and we will put it right.

If something arrives faulty, damaged or wrong

Email us within 30 days of delivery with your order number and a photograph of the problem. We will replace the piece or refund you in full, whichever you prefer, and we cover the return postage. This applies to every item we sell, personalised pieces included.

Changed your mind

Items that are not personalised can be returned within 30 days of delivery, provided they are unworn and in the condition you received them. Email us first and we will confirm where to send it. Return postage for a change of mind is paid by you.

Personalised pieces

Most of what we make carries a photograph or engraving chosen by you. Because these are produced to your order and cannot be resold, they cannot be returned for a change of mind. This does not affect your rights if the piece arrives faulty, damaged or different from what you ordered — see above.

If you are unsure about a size, a chain length, or whether your photograph will reproduce well, email us before you order. We would much rather help you choose correctly than process a return.

Cancelling an order

Email us as soon as possible. If production has not started we will cancel and refund in full. Once a personalised piece has been made we cannot cancel it.

How refunds are paid

Refunds go back to the original payment method. Once we receive the returned item, or once we have agreed a refund for a faulty piece, allow up to 10 business days for the money to appear. Your bank or card issuer may take a little longer to post it.

Getting in touch

Every return starts with an email to levnsoulbrand@gmail.com. Please do not send anything back before we reply, or we may not be able to trace it.