Refund policy
Refund and Returns Policy
Last updated: 14.9.2026
Your right to cancel
As a consumer you have 14 days to cancel your order, counted from the day you receive it. You can also cancel at any point before that — including while your piece is still being made. You don't need to give a reason.
To cancel, use the cancellation function in the store, or email leluarchive@gmail.com with your order number. We'll confirm by email as soon as we receive your notice.
After you've told us, send the piece back within 14 days. Please use tracked postage — the piece is your responsibility until it reaches us, and tracking is the only way to prove it was sent.
Return address: Emilia Hokkonen / Lelu Archive, Kalevankatu 40 C 35, 00180 Helsinki, Finland
Condition of returned pieces
You may handle and try on a piece as much as you would in a shop, to see what it is and whether it suits you. If it comes back showing more wear than that – scratches from being worn out, a resized or altered band, damage from wear – we may deduct the loss in value from your refund.
The original box isn't required, but please pack the piece so it survives the journey.
Your refund
We refund within 14 days of receiving your cancellation notice, though we may wait until the piece is back with us or you've shown proof of posting it.
The refund covers the price you paid plus the original delivery cost. If you chose a delivery option more expensive than our cheapest standard one, we refund the cheapest standard amount. Return postage is at your own cost — this notice is your advance information of that.
Refunds go back to the payment method you used.
What can't be returned
Pieces made to your own specifications – a bespoke commission such as a piece made to a design you asked for. These are excluded because they can't be resold, and it's stated on the product page before you order.
A standard design that we simply make after your order comes in is not excluded. Made to order isn't the same as made to your specification, and those pieces carry the full 14-day right.
Sale and discounted pieces carry exactly the same right to cancel as anything else.
If something is wrong with your piece
This is separate from cancelling, and it isn't limited to 14 days.
If a piece is faulty, damaged on arrival, or not what you ordered, email leluarchive@gmail.com with your order number and photos. We'll put it right — repair, replacement, a price reduction or a refund, depending on what suits the situation — and we pay the return postage.
Under Finnish consumer law our liability for defects isn't tied to a fixed guarantee period. It runs for as long as the piece can reasonably be expected to last, which for handmade silver jewellery worn normally is a long time. It doesn't cover ordinary wear and tarnish, damage from misuse or accident, or work done by another jeweller.
Silver tarnishes — that's the metal behaving normally, not a fault. [We're happy to clean and re-polish Lelu Archive pieces; get in touch at leluarchive@gmail.com
Repairs and resizing
Outside the situations above we offer resizing, repair and restoration as a paid service. Email us and we'll quote before starting any work.
If we can't agree
Contact us first — most things are sorted out in one email. If we can't resolve it, you can take the matter to the Finnish Consumer Advisory Service (kuluttajaneuvonta, kkv.fi) and, if needed, to the Consumer Disputes Board (kuluttajariitalautakunta, kuluttajariita.fi), which gives free recommendations in consumer disputes.
Contact
Emilia Hokkonen, (Lelu Archive) · Business ID 3513146-5
Kalevnakatu 40 C 35, 00180 Helsinki, Finland
We reply within two (2) business days.