For help with an order, email [email protected] with your order number.

Returns for online purchases

1. For eligible purchases, tell us within 14 days of delivery if you wish to cancel. You do not need to give a reason.
2. Send the goods back within 14 days of telling us. Contact us for the return address and instructions.
3. You pay the direct return cost for a change-of-mind return. Pack your piece securely and keep proof of postage.
4. You can inspect goods as you would in a shop. Handling beyond what is needed to check them may reduce the refund if it causes a loss in value. Original packaging helps protect the piece during return.

Refunds

1. Eligible refunds use the original payment method, within 14 days of your cancellation notice. We may wait until the goods arrive or you provide proof of return, whichever is earlier.
2. For cancellation of a whole order, standard outbound delivery is included. Any additional charge for a more expensive delivery option is excluded.
3. Sale items have the same statutory rights as other purchases.

Custom pieces and earrings

1. The change-of-mind right does not apply to goods made to your specifications or clearly personalised.
2. Earrings are not supplied in sealed packaging, so they are not excluded from the online change-of-mind right on the basis of a broken hygiene seal. The return conditions above apply, including any reduction for handling beyond what is necessary to inspect the goods.
3. These exceptions do not remove your rights when a product is faulty or does not match its description.

Faulty, damaged or incorrect items

1. Email your order number and details of the problem. Photos can help us assess it.
2. We will arrange the appropriate remedy under your statutory rights and cover necessary return costs for faulty or incorrect goods.

Gifts and exchanges

1. Refunds go to the original purchaser and payment method.
2. Contact us about an exchange so we can check availability.
3. For gift sets, contact us before returning the jewellery or hair care products. Personalisation may affect eligibility as explained above.

How to cancel

Email your name, order number, order and delivery dates, and a clear statement that you wish to cancel. You may use: “I wish to cancel order [number], ordered on [date] and received on [date]. My name is [name].” This wording is optional.

This policy does not limit your statutory consumer rights.