Refund policy

Last updated: 28 September 2026

This policy applies to orders placed at wearalphabelle.com. The store is run by Alphabelle ("we" or "us"). Questions go to support@wearalphabelle.com.

1. The remake guarantee

We remake your necklace or refund you in full if it arrives:

• with text that differs from the text you entered at checkout;
• as a different piece from the one you ordered (for example the wrong initial);
• damaged; or
• with a manufacturing fault (for example a broken clasp or a loose charm).

You choose the remake or the refund. You do not need to send the piece back unless we ask for it.

2. How to make a claim

1. Email support@wearalphabelle.com within 30 days of delivery.
2. Include your order number and a clear photo that shows the problem.
3. Tell us whether you want a remake or a refund.

We reply by email. We place a remake as a new order at no cost to you, and it ships within 14 days. A refund goes back to your original payment method.

3. What the guarantee does not cover

• A spelling mistake in the text you entered. We make your text exactly as you type it and show it back to you before you pay, so please check it carefully.
• Normal wear to the finish over time.
• Damage that happens after delivery. This includes damage from water, perfume, lotion, cleaning products or pulling the chain.
• Small differences in finish or size from the product photos.
• A change of mind.

4. Change of mind

We do not accept returns or exchanges for a change of mind. The Belle and The Chérie are made to order with your text, and every piece ships to you directly from the workshop that makes it.

5. Cancelling or changing an order

Email support@wearalphabelle.com straight away with your order number. We can change or cancel an order only until the workshop starts making it. If we cancel it at your request before then, we refund you in full. Once your piece is in production, the order goes ahead.

6. Late orders

Every order ships within 14 days. If we cannot ship your order in that time, we email you with a new shipping date before the 14 days are up. You can then agree to the new date or cancel the order for a full refund. If we cannot supply your order at all, we cancel it and refund you in full.

7. Lost parcels

If your parcel seems lost, email us with your order number. We check with the carrier, and if the parcel is lost we send a new piece or refund you in full.

We cannot replace or refund a parcel that was returned or lost because the delivery address given at checkout was incomplete or incorrect, or because it was not collected from a post office.

8. How refunds are paid

• We issue approved refunds within 7 working days, to the payment method you used.
• Your bank or card provider decides when the refund shows on your statement.
• If your bank converted the payment from another currency, the amount you receive back can differ because of exchange rates.
• If you paid with Shop Pay Installments, the refund is applied under your installments plan.

9. Your rights

This policy does not affect any rights you have under the consumer law of the country you live in.

10. Contact

Email support@wearalphabelle.com. We provide support by email only.