Refund policy
Refund Policy
Last updated: 27 May 2026. This policy covers both digital products and physical jewellery sold on ifshe.co.uk. Please read the section that matches your order.
Digital Products (Spreadsheets, Workbooks, Planners, PDFs)
All digital products are final sale. Because spreadsheets, workbooks, planners, and PDFs are delivered instantly by email after purchase, refunds, returns, and exchanges are not available once the download link or file has been delivered.
This applies to every paid or free digital download from ifshe.co.uk, including (but not limited to):
- Multi-Currency Wedding Budget Tracker
- Wedding Vow Writing Workbook
- Wedding Anxiety Workbook
- Pet Wedding Planner
- Any free wedding planning checklist or printable
By completing checkout for a digital product, you confirm that you have read the product description, reviewed the screenshots and preview images, and consent to immediate access to the files. If you have any questions, please email cs@ifshe.com before you purchase.
UK Consumer Cancellation Rights (digital downloads)
Under the UK Consumer Contracts Regulations 2013, buyers normally have a 14-day cancellation right for online purchases. This right does not apply to digital downloads once supply has begun with the customer's prior express consent and acknowledgement that the right to cancel will be lost (regulations 28(1)(b) and 36(2)). You give that consent and acknowledgement by completing checkout for a digital product. We disclose this clearly here and in the product page FAQ so you can make an informed choice before ordering.
Technical issues with a digital product
If your file will not open, the download link has expired, or you spotted a quality issue with the file itself, email cs@ifshe.com within 7 days of delivery. We will send a fresh copy or fix the issue at no extra cost. This is a service guarantee, not a refund, and does not affect the legal position above.
Physical Jewellery — Returns, Exchanges and Cancellations
Physical jewellery section updated: 15 September 2026. This section applies to physical jewellery only. Digital products are covered by the separate section above.
60-day quality returns and exchanges
If your jewellery has a quality problem, is damaged or faulty, or does not match what you ordered, contact us within 60 days of delivery to request a return for a refund or an exchange. This covers both non-personalised and personalised jewellery, including an incorrect item or personalisation error made by IfShe. IfShe covers the return postage and the cost of sending a replacement. No 50% deduction or restocking fee applies. For a refund, we refund the amount actually paid for the affected item and any delivery charges you are entitled to recover.
This 60-day promise is additional to your statutory rights. It does not replace or shorten your legal rights, including rights relating to faulty or misdescribed goods that continue after 60 days. It does not reduce any specific guarantee or more favourable return terms that applied when you placed your order.
Non-personalised items: your right to cancel an online order
For non-personalised jewellery bought online, you can cancel without giving a reason by telling us within 14 days after delivery. You then have a further 14 days after telling us to send the goods back. You may also cancel before delivery. Contact cs@ifshe.com with a clear statement that you want to cancel.
We refund the item price and, where applicable, the cost of our least expensive standard delivery option. Any extra amount paid for a faster delivery service is not included in a change-of-mind refund. You pay the direct cost of returning a non-faulty item where we told you this before purchase. There is no cancellation or restocking fee. You may inspect and try on the jewellery as you would in a shop; we may reduce the refund only for loss in value caused by handling beyond what is necessary to check its nature, characteristics and functioning.
Personalised items: cancellation or customer-entered mistakes
The statutory 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised for you. Merely making a standard item after an order is placed does not, by itself, make it personalised. This exception never removes your rights where goods are faulty, misdescribed or incorrectly made by IfShe.
We also offer a voluntary cancellation or return arrangement for personalised items. If you cancel after personalisation work has already been carried out for your order, or request a return within 60 days of delivery because you supplied incorrect personalisation details and we made the item correctly to those details, the deduction is 50% of the amount actually paid for the affected personalised item, excluding shipping, subject to the loss limit below. For a delivered item returned under this arrangement, you pay the return postage.
The deduction relates only to personalisation work already carried out for your order, such as engraving your text into a partly finished piece, mounting your photograph, or making a pendant or bracelet with your chosen letters or characters. This work can make the piece unique to you and unsuitable for resale. We will explain the work completed and the deduction before confirming your cancellation or return. The deduction will not exceed our reasonable, unrecoverable loss from that work; if that loss is less than 50%, we will deduct the lower amount. We take reasonable steps to reduce the loss and account for costs saved and any materials or value we can recover. These examples do not mean that every order has incurred the same loss.
Placing an order alone does not trigger this deduction, and it does not apply if no personalisation work has been carried out for your order. Please contact us promptly if you want to cancel or correct your details so we can check the production stage and avoid further work where possible. The deduction never applies to a quality problem, an IfShe error, or a refund due under your statutory rights.
Wear, care and changes in appearance
925 sterling silver can tarnish, and plated finishes can change with wear; we do not promise that jewellery will never fade or change colour. Damage caused by misuse or inappropriate chemical exposure is not covered by the additional 60-day quality promise. A change in appearance is not automatically treated as the customer's fault: we consider the item's materials, description, age, use and the cause of the problem. Your statutory rights for faulty, misdescribed or insufficiently durable goods remain unchanged.
How to arrange a return or exchange
- Email cs@ifshe.com with your order number, the affected item and what went wrong or whether you wish to cancel. Photos can help us assess a quality problem, but they are not a condition for giving a valid cancellation notice.
- Contact us for the correct return address and, for a quality problem or IfShe error, arrangements for return postage at our expense. Please pack the item securely and keep proof of posting. Original packaging is helpful, but is not required to exercise your statutory rights. Faulty goods do not have to be new or unworn.
- We normally process returned items within 3 business days of receipt and confirm the outcome by email. Refunds are made to the original payment method, unless you expressly agree otherwise without a fee. For a statutory cancellation, we refund within 14 days after being told you are cancelling, but may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first. Bank processing may take additional time; this does not extend any legal deadline for us to issue your refund.
Delivery problems
If an order is lost in transit or delivered incorrectly by the carrier, contact us so we can resolve it. Any replacement needed because of our or our carrier's error is sent at no extra charge. This does not restrict any right to cancel or obtain a refund for non-delivery or delay. If you supplied an incorrect delivery address, contact us promptly; we will explain any reasonable additional redelivery cost before you agree to it.
International orders
If you are ordering from outside the United Kingdom, you keep all mandatory consumer rights granted by the law of your country of residence, including any statutory guarantee period or right of withdrawal that is longer than the one described above. Nothing in this policy limits those rights.
IFSHE reserves the right to amend this policy at any time. Notification of any changes will be published on this page. For any inquiries regarding refunds, cancellations, or our other policies, please contact our customer service team at cs@ifshe.com.