Returns

Sending something back

You are buying a piece you have not held, from a shop you have not used before. The return terms are the part of that transaction that carries your risk, so they are written here in plain steps rather than buried in a policy nobody reads.

You do not owe us a reason. Changing your mind is a reason.

Read this before you order

A few things cannot be returned, and you should know which before you pay rather than afterwards.

  • Engraved and personalized piecesEngraving is cut to the exact text entered on the order and cannot be undone, so the piece cannot be sold to anybody else. Check the spelling on your confirmation email the day it arrives.
  • Made-to-order and special-order piecesA piece ordered in against your order, or built to options you chose, was never stock and cannot go back to stock. Where a piece is made to order its product page says so above the Add to cart button.
  • Pierced earrings that have been wornHygiene. Unworn earrings can still be returned inside the window.
  • Anything resized, altered or repaired elsewhereOnce another jeweler has worked on a piece, neither of us can tell which fault was there when it left. Talk to us before you have work done on a recent purchase.
  • Gift cardsThey cannot be refunded, but they do not expire either.
Refunded to
The card or account you paid with. We cannot send a refund anywhere else.

How a return works, step by step

  1. Tell us inside the window

    Email or use the contact form with your order number and which piece is going back. You do not need to give a reason, and you will not be asked for one.

    Wait for our reply before you send anything. A parcel that arrives unannounced has nothing to match it to, and that is how returns sit unprocessed for a fortnight.

  2. Pack it the way it came

    Everything that arrived with the piece goes back with it: the box, the pouch, the card, and any certificate or documentation.

    Put the presentation box inside an outer carton. It is not a shipping box, and a crushed one costs the piece its resale value even when the piece itself is perfect.

  3. Send it tracked and keep the receipt

    Until the refund lands, that tracking number is the only proof the parcel exists. Keep it somewhere you can find it.

    An untracked return that never arrives cannot be refunded. That is not us being difficult, it is that neither of us can show what happened to it.

  4. We check it the day it reaches us

    We open returns as they arrive and check the piece against what was sent. If something is wrong, you get an email with photographs before anything else happens.

    There are no silent partial refunds here. If we intend to deduct anything you will hear the reason first and be able to argue with it.

  5. The refund goes back the way it came

    Refunds return to the card or account that paid, always. We cannot send one to a different card, to a bank transfer or to store credit unless you ask for credit specifically.

    Once we issue it, your bank sets its own timetable, usually a few business days and occasionally longer. That part is outside anyone's control here, and we will send you the refund confirmation so you can see when it left us.

If it arrived faulty or damaged

This is a different route and a faster one. Do not start a return: email us with photographs, including the packaging if the parcel itself was damaged, and do so as soon as you open it.

A faulty or damaged piece is replaced or refunded in full, postage both ways included, and none of the exclusions above apply to it. Nothing here affects the rights you have under law.

What unworn means

Tried on indoors, over a soft surface, with the tags and packaging kept. That is what everybody means by unworn and it is what we mean.

A ring worn out for an evening comes back with the marks of it, and a chain worn under a collar does too. We would rather say that plainly than let you find out at the inspection stage.

Returning a gift

The recipient can arrange a return; they only need the order number, which is on the packing note. But the refund still goes back to the card that paid, which means it goes to the person who bought it, not to the person holding it.

If that is awkward, an exchange usually is not. Ask and we will work out which is simpler.

Changing your mind before it ships

Tell us before the parcel is handed to the carrier and we will cancel the order outright. Nothing needs to be posted, nothing needs to be inspected, and the refund goes back the same day.

After dispatch it becomes an ordinary return, so it is worth telling us quickly.