This returns policy applies to all orders, wherever you live. It sits alongside, and does not replace, any mandatory legal rights you may have in your country (for example, consumer rights under UK, EU, US or Australian law. If there is any conflict between this policy and local mandatory law, the local law will apply.
Pierced earrings
Many of our products are pierced earrings. For reasons of hygiene and safety, we do not offer returns on pierced earrings if you change your mind, regardless of where you live.
We will, of course, accept returns of pierced earrings where there is a genuine fault, damage in transit or another quality issue (see below). This policy does not affect any statutory rights you may have.
Damaged products
If your item reaches you in a faulty or damaged condition, please email [email protected] or use our contact page as soon as you can. If possible, please do not unpackage pierced earrings or remove any individual packaging before you contact us.
All items are checked carefully before dispatch, so any damage is usually caused in transit. We may ask you for a clear photograph of the damage so that we can investigate and, where appropriate, make a claim with our couriers.
If we accept that the item is damaged or faulty:
- We will provide a returns label and the return will be at our expense.
- You will always be entitled to a full refund for a genuinely faulty item.
In some cases, and at our discretion, we may also offer a replacement instead of a refund if stock is available (which will be your decision), but we are not obliged to provide a replacement in every case.
This does not affect your statutory rights.
Quality issues
If you are unhappy with the quality of an item, please email [email protected] or use our contact page.
We may ask for photographs and further information so that we can understand the problem. If we accept that the item does not meet the standard you were entitled to expect:
- We will provide a returns label and the return will be at our expense
- You will always have the option of a refund
We may, at our discretion, offer a replacement instead of, or as an alternative to, a refund where this is reasonable and stock is available (which will be your decision) but we are not obliged to provide a replacement in every case.
We reserve the right to refuse a quality-related refund or replacement where there is clear evidence of misuse, accidental damage after delivery, or unreasonable wear and tear. This does not affect your statutory rights.
Change-of-mind returns – non-pierced items
This section applies to items that are not pierced earrings and are not damaged or faulty.
Customers in the UK and EU (online purchases)
If you are a consumer in the UK or EU and you bought from us online, you may have a legal right to cancel your contract for most items within 14 days of the day after you receive them. if you choose to cancel:
- You must tell us clearly within that 14-day period.
- You then have a further 14 days to return the sealed, unused items to us.
We will refund the price you paid for the items and, only where required by law, our standard delivery charge (if any).
You are responsible for the cost of returning the items to us, unless we have agreed otherwise.
If the item has been opened and treated in any way that reduces its value, we may reduce your refund to reflect any loss in value.
These statutory cancellation rights do not usually apply to certain goods, for example some personalised items and certain hygiene items such as pierced earrings once unsealed.
Customers outside the UK and EU
For customers outside the UK and EU, and for customers who bought in person, we offer the following contractual change-of-mind returns policy for non-pierced items:
- You may return non-pierced items within 14 days of receipt.
- Items must be sealed/unused, in their original packaging and in resaleable condition.
- Returns are at your own expense
- We will refund the price you paid for the item itself (outbound delivery charges are non-refundable under this contractual policy unless we agree otherwise)
- This contractual policy does not apply to pierced earrings.