Refund policy
Returns and Refunds Policy
We carefully inspect all items before dispatch to ensure quality. If you receive a damaged, faulty, missing, or incorrect item, we'll work quickly to resolve the issue according to the terms below.
Important Notes:
- For health and safety reasons, we cannot accept returns of earrings unless they are unopened, in original packaging, and unused
- Please report any issues within 3 business days of receiving your order
- We offer account credits rather than monetary refunds for damaged, faulty, or missing items
Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us within 3 business days via email or online chat. Include your order number and the item code. We may request a photograph of the damaged item. Once verified, we'll credit your account for the value of the item. In some cases, we may ask you to return the item and will provide return instructions.
Missing Items
If an item is missing from your order, contact us within 3 business days with your order number and item code. We'll credit your account for the value of the missing item.
Wrong Items Sent
If we've sent you an item you didn't order, please let us know as soon as possible. We'll arrange collection or provide a prepaid return label. If you were charged for items sent in error, we'll process a full refund.
Items Ordered by Mistake
If you've ordered the wrong item or too many items, contact us within 3 business days of delivery with your order number, item code, and quantity. We'll send you a returns form to complete. Please note:
- Return postage costs are not refundable for items ordered in error
- For large returns, we can arrange collection for £7.50 + VAT (UK mainland)
- Original delivery costs will be deducted from your credit
- Credits will be issued once we receive and inspect the returned items
How to Contact Us
Please reach out via email or online chat with your order number and details of the issue.