Once an order has been dispatched we are unfortunately unable to amend or cancel it.

If you wish to amend or cancel your order before it is dispatched, you can place your order On Hold using the link provided after placing your order. Placing an order On Hold prevents it from being dispatched while our team reviews your request.

Once your order has been placed On Hold, please email our Customer Care team at hello@dylanoaks.com with your order number and details of the amendment or cancellation you would like to make. We recommend doing this as soon as possible after placing your order, as our team works quickly to prepare orders for dispatch.

Once an order has been dispatched, we are unfortunately unable to amend or cancel it. However, eligible items can be returned for a refund within 14 days from the day after your order is delivered, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Customers are responsible for the cost of returning unwanted items.

For personalised or engraved items, we are unable to amend or cancel the order once it has been fulfilled. We therefore strongly recommend double-checking all personalisation details, engraving requests and delivery information before completing your order.

If you realise you have made a mistake shortly after ordering, please place your order On Hold immediately and contact hello@dylanoaks.com so our team can assist before fulfilment.

The time it takes for a refund to appear in your account will depend on your bank or payment provider. Generally, we recommend allowing up to 10 days for the funds to be reflected in your account.

Please note that all refunds must be processed back to the original payment method used for the purchase.

For purchases made in one of our stores, refunds can only be processed in store through our external till system. Unfortunately, our online Customer Care team does not have access to this system and therefore cannot process refunds for in-store purchases remotely.

Confirmation is emailed as soon as an order is placed, be sure to check your junk or spam inbox as they can sneak into the wrong inbox. Otherwise, please contact our fantastic customer care team on our Contact Us page.

Please view our Deliveries to find out how many days it should take to arrive upon purchasing.

Please be aware that business days do not include the weekends. If it’s been more than 1-2 days since it should have arrived, please contact us here and let us help you get to the bottom of it.

All of our beautiful items are created by our skilled team of makers and engravers. Despite this, human error, this can happen from time to time.

Contact us here with an image of the error and we will do our best to resolve for you.

If you are sending your order directly as a gift, simply enter the recipient’s address as the delivery address when placing your order.

Your gift will arrive beautifully packaged, and we do not include invoices, pricing information or price tags within our parcels, so the recipient will not be able to see how much you have paid.

Please note that we do not currently offer gift receipts. However, should the recipient need to contact our Customer Care team regarding their gift, they will only need to provide the order number so that we can locate the purchase on our system and assist them further.

Yes! We offer a selection of beautiful gift packaging options to make your order feel extra special.

Each order includes one complimentary luxury gift box, which will contain the smaller individual jewellery boxes for each item within your order. Your package will also be beautifully presented in our signature branded tissue paper and finished with a gold Dylan Oaks sticker.

If you would prefer each item in your order to have its own individual luxury gift box, additional luxury gift boxes can be added to your order for €7.99 each. Please ensure you add the required number of additional boxes before proceeding to checkout.

We also offer gift bags for €1.99 each, which can be selected and added to your order before checkout.

This allows you to tailor the packaging depending on whether your jewellery is being gifted together or to multiple recipients.

Yes! We now offer both physical and digital gift cards, giving you the flexibility to choose whichever option suits you best.

Physical gift cards are beautifully prepared and dispatched from our warehouse. These will be delivered within the timeframe associated with the delivery option selected at checkout.

Digital gift cards are perfect for last-minute gifting and will be delivered directly to your email inbox within minutes of placing your order, ready to use or share with the recipient.