Delivery and returns

Delivery

Delivery is free and tracked, to any address in the UK. We don’t deliver outside the UK.

We dispatch your pendant the next working day after we have checked your engraving. Working days are Monday to Friday, not including bank holidays. Before we dispatch, someone on our team reads your engraving, and we’ll contact you if anything looks wrong.

Every parcel is tracked, so if you have a question about where yours is, we can check for you.

If there’s ever a delay, we’ll tell you.

Sending it as a gift

You can send your pendant straight to the person it’s for. Just enter their address at checkout. If you’d like, add a gift message and we’ll handwrite it on a card in the box.

If your parcel hasn’t arrived

Your pendant is our responsibility until it reaches the address you gave us. If it hasn’t arrived, or arrives damaged, please contact us. We’ll send a replacement or give you a full refund.

Changing your engraving

Spotted a mistake after you’ve ordered? Contact us on the same day. We can change your engraving at any time before we engrave it. Once it’s engraved, it can’t be changed.

Returns

Blank pendants

If you change your mind about a blank (un-engraved) pendant, you can send it back within 30 days of delivery for a full refund. Please keep it unworn and in its original packaging.

This is longer than the 14 days the law gives you to cancel. For the first 14 days, your full legal right to cancel still applies. Our terms explain the details.

How to send a blank pendant back

1. Call or email us to tell us you’d like to return it. We’ll tell you where to send it.
2. Post it back within 14 days of telling us. You pay the postage. We suggest using a tracked service and keeping your proof of postage.
3. We’ll refund you within 14 days of getting it back, to the card you paid with.

Engraved pendants

An engraved pendant is made to order with your details, and we can’t sell it to anyone else. So we can’t take it back if you change your mind. The law allows this for items made to your own specification.

This doesn’t affect your rights if we made a mistake or your pendant is faulty.

If something’s wrong

If we made a mistake

If your engraving doesn’t match the proof you approved, or your pendant arrives faulty or damaged, contact us. We’ll remake it for free or give you a refund, and we’ll pay the postage to send it back.

If the proof had a mistake in it

We engrave exactly what you approved. If the proof you confirmed had a mistake in it, we can’t remake it for free. But please do get in touch, and we’ll help where we can.

Your legal rights

Your rights under the Consumer Rights Act 2015 are not affected. For example, if your pendant is faulty, you can reject it for a full refund within 30 days of delivery. After that, you can ask for a repair or replacement. Section 9 of our terms explains your rights in full.

Normal wear

A pendant’s finish can wear gradually with daily use, and the white enamel on every pendant can chip if it’s knocked. This is normal wear rather than a fault. If you think something has worn or broken sooner than it should, contact us and we’ll look into it.

Get in touch

Call us on 020 7183 0355, Monday to Friday, 9am to 5pm, or email hello@mediwear.co.uk. Please have your order number ready if you have it.

You might also find the answer in our questions and answers.