Cancellations and returns

Your legal rights come first

We honor the cancellation, withdrawal and return rights that consumer law gives you. For purchases made remotely, that law can give you a period in which you may cancel, and it sets out any conditions, fees and exceptions that apply. Those statutory periods, conditions and exceptions control.

Nothing on this page reduces any right you have under consumer law that applies to you. Where that law gives you a stronger right than anything described here, that law applies.

Beyond your legal rights

We do not currently publish an additional goodwill return window on top of your legal rights, because we will not promise something we have not committed to. If you want to return something, write to us anyway — tell us what happened and we will look at it properly.

How to start a cancellation or return

Email passalron@gmail.com with your order number and which pieces your request is about, and tell us whether you are cancelling, returning or reporting a problem. Please do not send anything back before contacting us: unannounced parcels are hard to trace to an order.

If a physical return is needed, we send you the return instructions and the return address when we reply. We do not publish a return address here, because we will not publish an address we have not confirmed.

Condition of returned pieces

Where you are returning something you simply changed your mind about, please send it unused and, where you still have them, with the pieces and packaging it arrived with. That helps us process the return quickly.

Packaging is a request, not a trap: it is not used as a reason to refuse a return where your statutory rights say otherwise, and it never applies to an item that is faulty, damaged or not as described.

Sets and bracelets you build

A ready set and a bracelet you build yourself are sold as real component pieces, and each piece appears as its own line on your order. That means a request can cover the whole order or individual pieces, and the pieces may have arrived in the same parcel without being assembled.

Choosing which of our stock charms go into a build does not make the order a personalized or custom-made item, and we do not treat it as one for the purpose of your cancellation rights.

Refunds

Refunds are issued to the original payment method through Shopify and the payment provider used for the order. How long the money takes to appear depends on your bank or provider, which is outside our control.

Where applicable law requires shipping charges to be refunded, they are refunded. Any cancellation fee or deduction the law permits is applied only where the law actually permits it, and is explained to you first.

Who pays return shipping on a change-of-mind return depends on the rules that apply to your order; we confirm it in writing when we reply, and we cover it where the law requires it or where the item is faulty, damaged or not as described.

Faulty, damaged or incorrect pieces

If a piece arrives damaged, faulty or is not what you ordered, contact us with your order number and a photo. We will put it right. Your legal remedies in this situation are not limited by anything on this page.

Email passalron@gmail.com and include your order number if your message is about an order.