Returns Policy

Customer satisfaction is our top priority. We personally double-check all items quality to ensure they are perfect before shipping. However, suppose you are not fully satisfied with your order. In that case, you may request a return within 30 days of your delivery date.

 

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How to Return
 
To initiate a return process with us, please contact our customer service team within 14 days direct to Returns. We typically respond within 24 hours, excluding weekends and holidays.
 

 

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Returns
 
All returns must follow the criteria below to be eligible for a refund. 

 

I. Items must be returned within 30 days of your delivery date.
II. Items must be original, unused, unworn, and undamaged. 
III. Items must be returned with all original packaging.

 

Items are eligible for return only if they are unworn and remain in their original condition. 

Please note that you will be responsible for the return shipping costs. A handling fee will be deducted from your original payment. All fees will be charged in pounds and converted to the applicable currency if necessary.

We reserve the right to reject a return if the above steps are not carefully followed, and are therefore not liable to repair, replace or refund the item.

We do not store credit card details, nor do we share customer details with any third parties.

If you have lost your IGI/GIA certificate, it can be replaced. However, please inform us before returning, and we will advise on the next steps. The process to replace a certificate is lengthy and expensive; therefore, we reserve the right to deduct a £350 fee per certificate to cover the costs if your jewellery is returned without this.

 

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Exclusions 

Most jewellery is handmade to order, so please consider this as you finalise your selection. 

Made-to-order, resized, bespoke commissions, engraved or customised items, sales items, and earrings are non-returnable and non-refundable. 

 

Please note: 
We can not offer exchanges at the moment.
We cannot offer exchanges or returns on earrings for hygiene reasons. 

 

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Damage or Defective Item

If you receive a faulty item, please notify us upon delivery of your item. You must return the item within 30 days of the delivery date. 
We will cover the cost of the return. Suppose your products arrive damaged, and you do not notify us of the issue or return the item within the specified timeframe. In that case, you may not be eligible for a refund or replacement. 

 

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Refunds

A refund will be issued to your original payment method within 14 business days of receiving your return. 

Once your refund has been processed, a confirmation will be sent to the email address provided at checkout. Your financial institution may require additional time to process the refund to your account. Please allow 1-2 billing cycles for the refund to appear on your credit card statement. 

We cannot accept packages that have been returned without our clearance. After confirmation with our team, eligible items will be received and processed for a refund. 

 

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Personalise and Bespoke Commissions
 
Bespoke, customised, or engraved pieces, including monogrammed, personalised, or made-to-order items, cannot be returned unless defective.
Due to the nature of these items, we cannot offer exchanges or refunds if you change your mind. However, your order may be amended within 24 hours. If you realise you have made a mistake, please get in touch with our team to adjust. 
Deposits for cancelled Bespoke items are non-refundable and cannot be converted to store credit if the balance is not paid in full by the specified deadline. We are happy to try to resolve any problem to the best of our ability on a case-by-case basis. 

 

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Lost Return Policy

For returns made directly with us, your package is fully trackable. In the rare event that an item is lost in transit, we will seek recovery from the carrier. However, suppose you choose to return an item after confirmation clearance and decide to proceed without using our return service. In that case, the return is entirely the customer's responsibility. We cannot take responsibility for lost packages in this specific case. 
We strongly recommend using a tracked delivery method that ensures the value of the item is protected in case of return. And keep proof of postage. For any concerns, contact our team.