Refund policy
1. General Return Conditions
All returns must be authorised in advance and sent to our designated UK returns facility. Returns sent without prior contact may not be accepted.
All time periods stated in this policy begin from the date the item is delivered.
Refunds are issued to the original payment method and processed within 14 days of receiving the returned item or receiving valid proof of return, in accordance with UK consumer law.
Customers are responsible for arranging and paying for return shipping unless the item is confirmed to be faulty. Items remain the customer’s responsibility until received by us. We strongly recommend using a secure and trackable service.
We may reduce the refund amount if the item shows signs of use beyond what is necessary to establish its nature and characteristics.
Original shipping charges are non-refundable unless the item is confirmed to be faulty.
If a parcel is returned to us due to failed delivery attempts or refusal to accept delivery, original shipping charges will not be refunded.
2. 14-Day Returns (Change of Mind)
You may cancel your order within 14 days of receiving your item.
After notifying us within 14 days of delivery, you have a further 14 days to return the item.
Returned items must be unused, unworn, in original packaging, suitable for resale, and accompanied by proof of purchase.
For change-of-mind returns:
Customers are responsible for return shipping costs
Original shipping charges are non-refundable
For international orders, customs duties and import fees are non-refundable
A refund of the product price will be issued following inspection, provided the return conditions are met.
3. Faulty or Not as Described (Within 30 Days)
If you believe your item is faulty or not as described, please contact us within 30 days of delivery and provide clear photographic or video evidence.
Where a fault is confirmed following inspection:
For UK customers:
Refund of the product price
Refund of the original standard delivery cost
Reimbursement of reasonable standard return shipping costs
Your statutory rights under UK consumer law remain unaffected.
For international customers:
We will assess the matter on a case-by-case basis and provide an appropriate resolution, which may include repair, replacement, full or partial refund, or reimbursement of reasonable return shipping costs.
Return instructions will be provided where necessary.
4. Damage & Material Characteristics
We take great care in preparing and packing each order. If your item arrives damaged or incorrect, please contact us as soon as possible (ideally within 7 days). This does not affect your statutory rights.
We may request the item to be returned for inspection before confirming the outcome.
We are not responsible for items altered, resized, or handled by third parties after delivery.
Normal wear and tear, accidental damage, improper handling, failure to follow care recommendations, natural variations in gemstones (including colour differences or surface characteristics), or silver oxidation over time are not considered manufacturing defects. This does not apply where there is a genuine fault or where the item is not as described.
Where damage results from improper care, repair services may be offered for purchase, subject to availability.
5. Material Notice
Our pieces are crafted from natural stones and sterling silver. Variations in colour, texture, inclusions, and surface details are inherent to natural materials and contribute to each piece’s unique character.
No two stones are identical. Subtle differences in tone or pattern may occur, and slight variations may appear depending on lighting or screen settings.
Over time, silver may naturally oxidize and materials may develop changes through regular wear and environmental exposure. These qualities reflect the natural life and individuality of the materials.