Returns & refunds

If it is not right for you, send it back. This page explains exactly how, what it costs, and how long a refund takes — with no conditions buried in the small print.

The short version

Change-of-mind window

30 days from delivery

Condition required

Unused, in its original packaging, with all accessories included

Return postage

We pay. Contact us and we will email you a prepaid return label — returning an item never costs you anything.

Restocking fee

None

Refund issued within

5 business days after your returned item reaches us and has been checked

Cancel before dispatch

30 minutes from placing your order

Returning something you simply do not want

You have 30 days from the day your order is delivered to tell us you want to return it. The item needs to be unused, in its original packaging, with all accessories included.

You are welcome to inspect an item the way you would in a shop. Handling it to see whether it suits you is fine. If an item comes back showing use beyond that, we may reduce the refund to reflect the lost value — and if we do, we will tell you why and by how much before we process it. We do not apply a blanket “opened means no refund” rule.

What cannot be returned

Earrings, for hygiene reasons, once they have been removed from their sealed packaging; and gift cards. Nothing else is excluded.

These exclusions apply to change-of-mind returns only. They never apply to an item that is faulty, damaged or not what you ordered.

If it is faulty, damaged or wrong

This is a separate route with no time limit of our invention — your legal rights apply, and the warranty applies on top. Contact us with your order number, a description of the problem and a photo if the issue is visible, and we will arrange a repair, a replacement or a refund.

Do not take anything apart or do anything unsafe in order to document a fault. A short description and a photo are enough.

Warranty: 6 months from the delivery date, covering manufacturing faults such as a broken clasp, a failed setting or a stone coming loose. We will repair, replace or refund at our option. It does not cover gradual wear of the plating, which is normal with use, or damage from contact with water, perfume, lotions or chemicals.

How to start a return

1. Email [email protected] within the window above.
2. Give your order number, the item, and whether it is a change of mind or a fault.
3. Wait for our reply before sending anything back. We will confirm the return address and how to send it. Items returned to an address we have not confirmed can go missing, and we cannot refund what we never receive.
4. Pack the item so it survives the trip, and keep your proof of postage and tracking until the refund lands.

We aim to reply within 1 business day.

Who pays for return postage

We pay. Contact us and we will email you a prepaid return label — returning an item never costs you anything.

Where an item is faulty, damaged in transit, or not what you ordered, we cover the cost of getting it back to us. That is not negotiable and does not depend on the reason you give.

How and when you get your money

Once your return arrives and we have checked it, we issue the refund within 5 business days after your returned item reaches us and has been checked. Refunds go back to the original payment method — we cannot send one somewhere else.

After we issue a refund, your bank or card provider decides how quickly it appears on your statement. That step is theirs, not ours, and it is commonly a few additional working days. If our confirmation says the refund has been issued and nothing has arrived after a week, contact us and we will chase it with evidence.

We refund the price you paid for the returned item. Original delivery charges, where any were paid, are refunded in full if the whole order is returned or the item was faulty.

Cancelling before it ships

If your order has not been dispatched yet, we can usually cancel it outright and refund you in full — which is faster for everyone than returning a parcel. Email us as soon as you can. The stated window is 30 minutes from placing your order, but whether we can still stop a parcel depends on how far through packing it is.

Your legal rights

This policy sits on top of your statutory rights — it does not replace them or cut them short. If consumer law where you live gives you a longer window or a stronger remedy than anything written here, that law wins. Our full terms are on the terms of service page.