Refund policy

 

Store: Precious Flame

Effective Date: 21 October 2026

 

Thank you for choosing Precious Flame. Our mission is to deliver high-quality moments of presence, stillness, and heartfelt connection through the beautiful gift of giving. We want every gifting experience to be cherished and joyful. If you or your gift recipient are not completely satisfied with an order, we are here to assist you.

 

 

 

 

We offer a 30-day return policy on standard, non-personalised items. You have 30 calendar days from the date you receive your package to request a return.

 

To be eligible for a return:

 

- Item must be unworn, unused, and in the exact condition you received it

- Must be returned in original luxury presentation packaging, including sentiment message card, inserts, and all accessories

- You must provide your order number or proof of purchase

 

 

 

 

Because each personalised product is made especially for you, we’re unable to accept returns for items that include custom details such as names, dates, signatures, or other personalised information.

 

That said, we truly want you to be happy with your purchase. While personalised items aren’t eligible for a return, we may be able to offer store credit or a discount of up to 30% off at our discretion to help make things right.

 

 

 

 

Please double-check all personalised details before ordering — including names, dates, spelling, and custom information. As personalised items are made to your exact specifications, we cannot accept returns or exchanges due to customer-entered errors.

 

However, we understand that mistakes can happen!  If something doesn’t look right, please get in touch — we’ll always do our best to help and find a solution.

 

 

 

 

For hygiene, safety, and bespoke reasons, the following cannot be returned:

 

- Personalised & Engraved Pieces — covered under Section 2 above

- Earrings — pierced earrings are non-returnable unless verified defective upon delivery

- Gift Cards & Digital Vouchers — non-refundable once issued

- Clearance / Final Sale Items — marked as such at checkout

 

 

 

 

Every order is carefully inspected before dispatch. In the unlikely event your item arrives damaged, faulty, or incorrect:

 

- Contact us within 7 days of delivery with clear photos of the item and packaging

- We will arrange a free replacement or full refund — including original shipping fees

- In many cases, we can resolve this with photos only — no return needed 

 

 

 

 

1. Email us at support.preciousflame@gmail.com with your order number, item(s), and reason for return

2. We’ll reply with return instructions & authorisation within 2 working days

3. Send your return to:

 

Precious Flame 

Lychett House, 13 Freeland Park, Wareham Road

Poole, Dorset, BH16 6FA

United Kingdom

 

 Returns sent without prior authorisation cannot be processed.

 

 

 

 

- Once your return is received & inspected → we’ll email you within 3 working days

- Approved refunds are processed to your original payment method within 5–10 working days

- Banks/card providers may take an additional 3–5 days to show in your account

- Original delivery fees are non-refundable

 

 

 

 

- Change of mind / unwanted items: Customer pays return postage

- Faulty, damaged, or incorrect items: We refund your return postage costs — keep proof of postage 

 

 

 

 

- If marked as a gift at checkout → you’ll receive Precious Flame Store Credit

- If not marked as a gift → refund goes to the original purchaser

 

 

 

 

- Orders can be cancelled within 3 hours of being placed

- After this window, our team may already be preparing your order — cancellation cannot be guaranteed

- To cancel, email us immediately — we’ll do our best to help!

 

 

 

 

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You have the legal right to return faulty or misdescribed goods.

 

Customer Care:

 

- Email: support.preciousflame@gmail.com

- Hours: Monday – Friday, 9:00 AM – 19.00 PM GMT

- Address: Lychett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom