Please note we do not accept returns on earrings or headpieces unless damaged or faulty. Returns are eligible for store credit or exchange only. Please contact us at firstname.lastname@example.org quoting your order number for instruction on how to exchange your item. To avoid disappointment we recommend getting in touch with us immediately upon receiving your item.
The item you wish to exchange must be unused in the original wrapping provided and in the same condition that you received it in. Refunds are entirely at our discretion and we can easily identify the subtleties of when items have been worn even if only on one or two occasions.
In the interests of hygiene, items that appear worn or used will be disposed of and will not be refunded or returned to the customer.
Our policy lasts 14 days from when your order is placed. The purchased item you wish to exchange must be received by us within 14 days of receiving your order.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you originally received free shipping a handling fee will be deducted from the refund total to cover our shipping, packaging and handling charges. This will be aligned to the original shipping method used.
If you are shipping an item over £40, you should consider using a tracked shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
We cannot be held responsible for any damage incurred by the customer from misuse. Tarnishing or discolouration due to chemical contact is not a product fault. Please see our care instructions on how to avoid this.
Missing crystals are not classed as a manufacturing fault, and items with missing crystals outside the 14 day return policy can be replaced free of charge within 30 days, but shipping costs are the responsibility of the customer.
International Returns: Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. All shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges.
If returning a faulty item from abroad that is within the 14 day returns period we will cover return postage if agreed beforehand and is deemed faulty upon inspection when it has arrived to us, but we cannot pay more than £15 for return postage at any one time, if the cost for return is over £15 the customer is liable for the extra charge.
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual Refund Policy.
Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund shows up as a credit. This can take up to 10 business days but is usually much faster. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.