If the item you have ordered is a personalised, pre-ordered, bespoke, commissioned or specially made item and we have started work on the item, again it may not be possible to make amendments or cancel your order.
Can I return an item?
If it’s less than 14 days since you received your purchase, then yes.
We will be happy to offer you an exchange or refund within 14 days of receipt of your purchase. This includes items purchased in the sale or with a promotion code but excludes the following non-returnable/non-refundable items: (i) earrings for reasons of hygiene; (ii) personalised items; (iii) bespoke pieces, commissioned or specially made items, (iv) pre-ordered goods, and (v) gift cards.
All returns must returned safely and securely to us (as set out under the “Where do I return the items?” section below) within 14 days of receiving your Returns Authorisation number and be accompanied by a copy of your proof of purchase and a valid Returns Authorisation number.
Please note that many of our items are limited edition and therefore we are only able to offer exchanges if we have available stock. In the event we are unable to fulfil an exchange, we will provide you with a refund.
Once your returned item is received by us, we will inspect the item before sending you an email to let you know that we have received the item as well as notifying you of the approval or rejection of your refund or exchange.
There is often some processing time before a refund is credited. If you have checked with your bank and you still have not received your refund within the 14 days of us receiving the goods, please contact us at firstname.lastname@example.org.
There are certain situations where no refunds or only a partial refund are granted (if applicable) including but not limited to goods with obvious signs of use, not in their original condition or packaging; any items that are damaged or missing parts for reasons not due to our error.
Our Customer Care Team are here to help so if you have any questions about our cancellations, refunds, returns or exchanges policies that we haven’t answered above, then please drop us an email at email@example.com