Refund policy

Last updated: October 24, 2026

Every Strong & Loved bracelet is engraved to order with the name you choose. Because each piece is personalized, we cannot accept returns or exchanges for change of mind, wrong size selection or spelling entered by the customer. We still want you to be 100% happy, so here is exactly what we cover.

30-Day Guarantee

If your order arrives damaged, defective, incomplete, or with an engraving error on our side (different from what you typed at checkout), contact us within 30 days of delivery and we will send you a free replacement or issue a full refund — your choice. You will not need to send the item back.

How to make a claim

1. Email us at umbralagence@gmail.com with your order number.
2. Attach a clear photo of the issue (and of the package if it was damaged in transit).
3. We reply within 48 hours (Monday–Friday) and process your replacement or refund right away.

Lost or late packages

Every order ships with tracking. If your tracking shows no movement for 10 consecutive days, or your order has not arrived 35 days after purchase, contact us and we will reship it free of charge or refund you in full.

Cancellations

You can cancel your order free of charge within 12 hours of placing it, before engraving begins. Once engraving has started, the order can no longer be cancelled.

Refunds

Approved refunds are issued to your original payment method within 5 business days. Depending on your bank, it may take up to 10 business days to appear on your statement.

Customers in the European Union / United Kingdom

Under applicable consumer law, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. Your statutory rights regarding non-conforming or defective goods are not affected.

Contact

Strong & Loved — 28 Avenue Maréchal Foch, 07300 Tournon-sur-Rhône, France — umbralagence@gmail.com