The short version
If we made a mistake or your item arrived faulty or damaged, we will put it right — replacement or refund, your choice.
Because almost everything we sell is handmade to order, we cannot accept returns simply because you changed your mind, and we cannot accept returns on personalised items at all. Please read on, because we want you to know exactly where you stand before you buy.
Faulty, damaged or incorrect items
Contact us within 7 days of receiving your order at support@missingpiecesja.com with your order number and photographs of the problem.
If your item is faulty, damaged in transit, or is not what you ordered, we will offer you a replacement or a full refund, whichever you prefer. We cover the return delivery cost. You do not pay anything.
This applies to personalised and customised items too. If the customisation is not what you ordered, that is our error and we will fix it.
Nothing in this policy affects your rights under the Consumer Protection Act. Those rights apply regardless of what any policy says, and we would not want to take them away from you.
Personalised and customised items
We cannot accept returns or offer refunds on personalised or customised items unless they are faulty or we made an error. This includes:
- Engraved items with names, dates, photographs or custom text
- Sandals made to your chosen colours, heel height and size
- Customised candles
- Personalised pet tags
- Any item made to a specification you provided
These items cannot be resold to anyone else, which is why this is standard practice for handmade and personalised goods everywhere.
Please check your spelling. We engrave exactly what you type. We will not correct spelling, capitalisation or punctuation on your behalf, because we cannot know whether an unusual spelling is intentional. If you are unsure, contact us before ordering and we will confirm it with you.
Non-personalised items
For ready-made items that are not personalised — a stock candle or an aromatherapy spray, for example — you may return them within 7 days of delivery if:
- The item is unused and unopened
- Any seals, tags and original packaging are intact
- You have proof of purchase
Return delivery is at your cost unless the item was faulty. Once we receive and check the item, we will process your refund within 3 business days. Please note, the time it will take to reflect in your account may depend on the payment method used and details will communicated clearly when the refund is being processed.
For health and hygiene reasons, we cannot accept returns on any aromatherapy spray, rollie or skincare item once it has been opened or used, even if it is not personalised.
Handmade variation is not a fault
Every piece we sell is made by hand. Small differences in colour, grain, texture and finish are natural and are part of what makes each piece yours. Product photographs and the sandal designer preview are a guide to the design, not an exact reproduction — screens vary, and so do materials.
We do not treat natural variation as a fault. If you would like to see a photograph of your actual item before we dispatch it, ask us and we will happily send one.
Cancelling an order
You may cancel an order for a full refund at any time before we begin making it. Once production has started on a made-to-order or personalised item, we cannot cancel, because the work and materials are already committed to your piece.
If you need to cancel, contact us at support@missingpiecesja.com right away. We will tell you honestly whether we have started preparing your order.
How refunds are paid
Refunds are made to the original payment method:
- Card payments: refunded to the card used. Please allow 3-7 business days for your bank to process it.
- Bank transfer: refunded by bank transfer to an account in the name of the person who placed the order.
- Cash on delivery: refunded by bank transfer. We will ask you for account details.
We refund the price of the item. Original delivery charges are refunded only where the item was faulty or we made an error.
Gift cards
Gift cards cannot be returned or exchanged for cash. If an item bought with a gift card is refunded, the value goes back onto the gift card.
Getting in touch
Email support@missingpiecesja.com or call 876-563-6759, Monday to Friday, 10 a.m – 6 p.m.
We are a small family business. If something has gone wrong, tell us — we would far rather hear from you and fix it than have you disappointed.