Delivery & Returns

Everything you need to know about the preparation, dispatch, delivery and return of your KINLORE personalised jewellery order.

Order preparation and dispatch

We aim to prepare, engrave, quality check and dispatch complete personalised orders within 24 hours.

The 24 hour preparation period begins once we have received a complete order with a usable photograph and all required personalisation details. If we need to request a clearer image or additional information, preparation will begin once the replacement details have been received.

During exceptionally busy periods, bank holidays or circumstances outside our control, preparation may take slightly longer. We will contact you if there is a significant issue affecting your order.

UK standard delivery

UK standard orders are sent with Royal Mail. Delivery is estimated at 2 to 3 working days after dispatch for most UK addresses.

Delivery times are estimates rather than guarantees and may vary depending on the destination postcode, seasonal demand, bank holidays and Royal Mail network conditions.

Free UK delivery over £50

Standard UK delivery is free when the order value is £50 or more. The qualifying order value is calculated after discounts and before any optional delivery upgrades.

Delivery address

Please check your delivery address carefully before completing your purchase. If you notice a mistake, contact us immediately. We will try to help before dispatch, but an address change cannot be guaranteed once the order has entered preparation or has been handed to Royal Mail.

Delivery delays

Once an order has been dispatched, delivery is handled by Royal Mail. A delayed carrier delivery does not mean that the parcel is lost. Please allow the carrier reasonable time to complete delivery, particularly during busy periods or severe weather.

If your order has not arrived after the expected delivery window, contact us through our Contact page with your order number so we can help investigate.

Changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We will try to help if preparation has not started, but changes or cancellations cannot be guaranteed once your photograph has been prepared or your jewellery has entered the engraving process.

Returns for personalised jewellery

Each personalised KINLORE piece is created specifically from the photograph or text supplied by the customer. For this reason, personalised and custom made jewellery cannot be returned or exchanged because of a change of mind.

This does not affect your legal rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or different from what you ordered, contact us as soon as possible through our Contact page. Include your order number, a clear description of the issue and photographs showing the item and packaging.

We will review the information and provide an appropriate solution in accordance with your legal rights. Please do not return an item before receiving return instructions from us.

Engraving appearance

Photo engraving translates a colour photograph into fine engraved lines on jewellery. Natural differences between a photograph and an engraved result are not faults. However, if you believe the wrong image or text was engraved, please contact us so we can review the order details.

Non-personalised items

If you purchase a non-personalised item online, you may normally tell us within 14 days of receiving it that you wish to cancel, then return it within the following 14 days. The item should be returned unused and in its original condition. This change-of-mind right does not normally apply to goods made to your specifications or clearly personalised.

Your statutory rights

Nothing in this policy limits your statutory rights. Personalised goods remain protected where they are faulty, damaged, not as described or otherwise fail to meet applicable consumer law. This policy is offered in addition to those rights.

Need help with delivery or returns?

Use our Contact page and include your order number. We will be happy to help with an order, delivery question or product issue.