CANCELLING AN ORDER You can ask us to cancel before your order has been dispatched, and we will stop it if we still can. Once it is on its way it becomes a return instead, which our refund policy covers. MADE-TO-ORDER AND PERSONALISED ITEMS Anything we make, size, alter or personalise for you is started as soon as it is confirmed, so there is a point after which it cannot be cancelled. We tell you when that point is before we begin, and we tell you what happens to any deposit. DEPOSITS Where we hold an item or a booking against a deposit, we say at the time whether it is refundable and how much notice we need. APPOINTMENTS If you cannot make an appointment, let us know and we will move it. There is no charge for rearranging with reasonable notice. IF WE HAVE TO CANCEL Very occasionally we cannot fulfil an order — a piece is damaged, or a stone does not pass our own check. If that happens we tell you straight away and refund you in full. HOW TO CANCEL Email us at [email protected] with your order number and we will confirm in writing.