Exchanges and Returns
Our exchanges and returns policy is detailed below.
Exchange and Return Policy
Can I exchange my item?
Sorry, at this current time, we are unable to offer exchanges unless the item sent to you is faulty or damaged.
My item is wrong/faulty, what should I do?
If we have sent the wrong item to you or it is faulty or damaged, we will refund the delivery charge that you have paid. Please contact us Customer Service Team who will advise you on how to proceed.
Cost of exchange for rings only
Finding the perfect ring size can be a bit tricky. It all depends on the shape and design of the ring. To find you ring size, we advise you to go to a jeweller and have your finger measured. If in case the ring size you purchased is not correct, you can exchange the item for another size only but not for a different item. The exchange is your responsibility along with any expenses this will incur.
What is your return/exchange policy?
Before exchanging the item, please email our Customer Service for instructions and authorisation. You will have 14 days to return your parcel back to us from the date of delivery for exchange purpose. All items returned must be unused and in their original packaging. Please use the returns form included inside your parcel when sending your return back to us.
When will I be refunded?
We will process your refund within 7-10 working days of you posting your return. You will be sent a notification email once your refund has been processed.
How to return an item?
1. Download a Returns Form
Please download a copy of the returns form here (customer return form)
Please print out the form, complete and enclose it in the parcel with your returned item/s.
Please enclose a copy of your original invoice in the parcel with your returned item/s.
2. Can I return a GIFT? / Returning a gift not bought by you
The same exchange/return policy procedures apply as stated above. If you receive an item as a gift, you'll need proof of purchase [order confirmation]. If you do not have the receipt, you’ll need to ask for the receipt from person who bought it for you.
3. Wrap your item/s
Please include your returns form and invoice in your parcel.
Please wrap your items securely in the original packaging, and attach a label onto the parcel with the address stated below:
149 St. Awdry’s Road, Barking IG11 7QE, Essex
4. Return your parcel by a trackable method
Obtain a proof of postage from the Post Office. We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery, or a similar method, which gives you a parcel tracking number.
We recommend this, because if items get lost in the normal post, we regret we are not responsible for any items not received here. Using a trackable method protects you if your items get lost in the post, by enabling you to claim from your chosen delivery company.
Please keep your postage receipt safe until your return has been processed.
Your refund will be issued to the payment method used to pay originally for the item.
Please allow 5 working days, from the date of posting your parcel to us, for your returned items to be processed and your refund to be issued.
Once a refund is issued from us, please allow up to 30 working days for the refund to reach your account. This time frame is dictated by your bank or card issuer, and is outside of our control.
If after 30 working days of returning your item you have not been refunded, please contact us on our Contact Us page.
- Please note, we cannot accept responsibility for items returned to us without a completed Exchange/Returns Form or proof of purchase.
- Please note that because the jewellery is entirely handmade and not mass production, it is likely that variations and sometimes some minor imperfections can occur, which makes every single piece unique.
- All gems set jewellery is made using natural gemstones. The unique properties of gemstones (which are inclusions, textures, colour and marking variations) are typical features of a natural product. These variations, and sometime minor imperfections, do not affect the appearance of the jewellery, but highlight the fact that they are totally natural and entirely handmade. This makes each piece unique!