Returns & care

ILOSYA pendants are made individually to order and personalised to your specific submission. Under EU consumer law (Article 16(c) of the Consumer Rights Directive 2011/83/EU), personalised goods are exempt from the standard 14-day right of withdrawal. We do not accept returns on personalised pendants.

If your pendant arrives damaged, or if there is a quality issue with the material or engraving, please contact us — our guarantee covers this. See below.

12 months — material and construction. If a manufacturing defect appears in the pendant steel, the compartment seal, the chain weld, or the PVD colour finish within 12 months of delivery under normal wear, we replace or remake the piece at no cost. This does not cover surface scratches from daily use, damage from impact, or normal wear to the polished finish.

90 days — engraving quality. If the engraving is unclear, misaligned, or does not match the submitted and confirmed file, contact us within 90 days of delivery. We assess every case and remake where the issue is with our production. This does not cover engraving quality that reflects the limitations of the original file — which is why we review every file before production and contact you if we have concerns.

To make a claim: contact us at [email address] with your order number and a clear photograph of the issue. We aim to respond within one working day.

Daily wear: 316L surgical-grade steel is built for daily wear. You can shower, swim, and exercise wearing your pendant without concern. Avoid prolonged exposure to saltwater or chlorinated water.

Cleaning: Wipe with the polishing cloth provided. For a deeper clean, rinse with warm water and dry with a soft cloth. Do not use harsh chemicals or ultrasonic cleaners.

The compartment seal: Check the screw seal periodically to ensure it remains secure. If the screw feels loose, tighten gently — do not overtighten. Contact us if you have any concern about seal integrity.

Storage: Store in the jewellery box provided when not wearing. Avoid contact with perfume, hairspray, or cleaning products directly on the pendant surface.