FAQs
How long do I have to return an item?
30 days from the day you receive your order, as long as it's unworn, with tags, and in its original packaging.
How do I start a return?
Contact us with your order number, or open a request through your account. You don't need to register — just sign in with the email you used at checkout. Once approved, we'll send you instructions on where to post it.
Who pays for return shipping?
For refunds, return postage is at your own cost — we recommend a tracked service. For exchanges, and for faulty, damaged, or wrong items, we cover it.
Can I exchange instead of refund?
Yes — exchanges are free. If the size or style isn't right, email us and we'll cover the return postage and ship your replacement at no extra charge (subject to availability).
My gemstone has small marks inside — is it faulty?
No. Natural inclusions and fine internal lines are normal features of genuine stones, and no two are alike, so your piece will vary slightly from the photos. If a stone arrives chipped or cracked from transit, contact us on arrival and we'll arrange an exchange.
Are any items non-returnable?
For hygiene reasons, opened pierced earrings can't be returned or exchanged (unless faulty). We also can't accept returns on personalised items, sale items, or gift cards.
What do I do if I entered the wrong contact or shipping details?
If your order hasn't shipped yet, contact us as soon as possible with your order number and the correct details, and we'll update it for you. You can also cancel your order yourself within 1 hour of placing it — sign in to your account with your checkout email, cancel from your order (you'll be refunded automatically), and reorder with the right details. Once a parcel has been dispatched we may not be able to change it, so please reach out quickly.
When will I get my refund?
Within 10 business days of us receiving and approving your return, back to your original payment method. Banks may take a little longer to post it.
To read more, see our return policy, privacy policy or terms of service.