Refund policy

Returns & Refund Policy – Starshine Memorials

We want you to feel completely confident in your order with us, especially when it carries so much personal meaning.

You have 30 days from receiving your item to request a return, provided your item is unworn or unused, in its original packaging, and accompanied by proof of purchase. To request a return, please email us at info@starshinememorials.co.uk. Returns must not be sent without prior approval. Once approved, we’ll provide a return address and shipping instructions.

Because most of our pieces are custom-made using ashes, flowers, or other personal inclusions, we are unfortunately unable to accept returns on memorial jewellery made with ashes, hair, fur, or preserved flowers, bespoke or personalised orders, sale items, or gift cards. If you have concerns about your order, we encourage you to contact us — we’ll always do our best to help.

Please check your order carefully when it arrives. If your item is damaged, faulty, or incorrect, contact us right away so we can put things right.

Due to the bespoke nature of our products, we do not offer direct exchanges. If your return is eligible, we recommend placing a new order once your original item has been refunded.

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason. To qualify, your item must be unused, in original packaging, and you must provide proof of purchase. This does not apply to personalised or made-to-order items.

Once your return is received and approved, your refund will be issued to your original payment method within 10 business days. Please allow time for your bank or credit card provider to process the refund. If it has been more than 15 business days since we confirmed your return, contact us at info@starshinememorials.co.uk.

If you need help or have any questions at any stage, we’re here to support you. Thank you for choosing Starshine Memorials.