What is your returns and exchanges policy?Updated a month ago
đWeâre extending our returns period for orders placed from 29th October - 23rd December, so they can return their jewels until 31st January. Gifting has never been so stress free!đ
We are committed to ensuring your satisfaction with any product you have ordered from us. If you are not satisfied with a product due to a defect or a genuine issue, we are pleased to offer you the option for a refund, credit note, or exchange once the item is returned. We value the quality and craftsmanship of our products, and this situation is not indicative of the standard we strive to maintain.
In the event that you choose to return an item, please be aware that once the warehouse has received your item, it can take up to 14 working days to process refunds or exchanges. We apologize for this inconvenience but assure you that we will process your request as swiftly as possible.
You have the convenience of returning the item in-store for a refund, credit note, or exchange. However, please note that items bought online or at our standalone boutiques can only be returned at the boutiques, not at our concession stores. Concession stores only accept returns for items purchased from that specific concession store. You can find your nearest standalone boutique via this link: Find Your Nearest Store
To initiate the return process, we kindly ask you fill in the returns portal online. Upon approval, you will be sent the shipping information. The portal can be accessed here: Returns Portal. When filling the portal, you will need your order number and if it was a gift, the original email used for the purchase.
For your convenience, you have three options to return your order:
- Royal Mail Drop Off at your local post office with printerless QR Code received via email
- Royal Mail Drop Off at your local post office using a printed label
- Royal Mail Collection - register your return to receive a return label with a tracking number. You may print the label or have it printed for you upon collection. Collection can be booked here: Royal Mail Collection
We are now offering instant exchanges! Please read more about how this works here
We are truly sorry for any disappointment caused by this product issue, but we are here to support you in resolving it as seamlessly as possible.