The Keep Promise

We make pieces to keep. Our care for them continues long after they leave our hands.

If something isn’t right, tell us. We’re here to help.

For as long as it’s yours

Every piece we make is guaranteed against faults in its making, for as long as it’s yours. If a clasp, setting, join, or any other part fails because of how it was made, we’ll repair or remake it at no cost to you.

If it arrives wrong

If we’ve made a mistake, or your piece arrives damaged or with a fault, please email us promptly with your order number and a photograph. We’ll arrange a repair, replacement, or remake at no cost to you.

Made for you

Every piece is made for one person, so we don’t offer refunds once the making has begun. But if yours arrives and it isn’t right for you, for any reason, send it back to us within 14 days, unworn, and we’ll give you its full value in store credit to begin again. Gifts included.

You also have 48 hours after placing your order to cancel for a full refund.

Wear and renewal

Jewelry changes with wear. Sterling silver develops a patina; gold vermeil gradually wears at the places touched most.

We offer replating and, where possible, repairs for wear or accidental damage. We’ll quote the work and confirm the cost with you before anything begins.

If we made it, you can bring it back to us for care. Please contact us before taking it to another jeweler.

On its way to you

Every shipment is insured. If your parcel hasn’t arrived or tracking shows a delivery you haven’t received, please email us as soon as possible.

We’ll respond within two business days, handle the carrier investigation, and keep you informed. If your shipment is confirmed lost in transit, we’ll arrange a replacement at no cost or a full refund. If tracking shows it was delivered, we’ll review the delivery details with the carrier and explain the next steps.

Write to us

Email hello@shopcoeura.com with your order number. We’re here Monday through Friday, excluding holidays, and respond within two business days.

A person answers.

That is the Keep Promise.