Return and Exchange policy FAQ
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
- Visit our returns center
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
- Customer has 14 days to submit a return request
- And further 16 days to arrange return of the item
What items are returnable?
- In unused and resellable condition
- In the original packaging with all the tags intact
- Returned 30 days within receiving
What items are non-refundable?
The following items cannot be returned:
- Gift cards
- Piercing jewellery for hygiene reasons
- Custom/Made to Order and Pre-Order items
I want to return a promotional item
If you decide to return any items in the BOGO offer, you will be charged RRP minus 15% for the item you decide to keep.
If you purchase 2 items in a BOGO deal for £50 each and in effect pay £50 for two products, we will charge you £50-15%. The refundable amount will therefore be £7.50.
I want to return a bundle
You may return your bundle for a refund / exchange.
If you would like to return part of the bundle, please be advised the bundle pricing will no longer apply and your refund will be:
When returning 1 item: the 2 for £40 bundle price will apply, and therefore your refund will be - £10
When returning 2 items: you will be charged RRP-15% of the remaining item, and so the difference will be your refund amount.
We still want you to take advantage of our deals, but please be advised that the promotional bundle pricing only applied to 3 items in a bundle.
If your bundle contains earrings, we are unable to offer a refund on this bundle. You may, however choose to return the remaining items that will no longer qualify for bundle pricing.
If your bundle earrings arrive damaged, we are happy to offer replacements or refunds. If we find the earrings have been used or are not faulty, refunds will not be processed and the earrings will be sent back to your original address.
Please note that with certain earrings using sterling silver for posts the post may move and become lose. This is not a product fault but a feature of sterling silver, and can be easily adjusted by moving the posts up towards the top of the hinge for a tighter closure.
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request. Customers are responsible for covering their return costs. We recommend choosing tracked delivery and obtaining proof of postage.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed...
If you have any queries regarding return or refund, reach out to us.