Refund policy
Returns & Refunds
We want you to love your necklace. If it isn't right, here's how to sort it.
The short version
You have [30] days from delivery to return an unworn item for a full refund. Return shipping is [free / paid by you]. Refunds land in [5–10] business days after we receive the item.
What we accept
We'll take back any item that is:
- Returned within [30] days of delivery
- Unworn, undamaged, and free of scratches, perfume, or makeup
- In its original packaging, including the pouch and any tags
- Accompanied by proof of purchase (your order number is enough)
What we can't accept
- Worn or damaged items. Light try-on is fine — visible wear isn't.
- Personalised or engraved pieces, unless they arrived faulty or we made the error.
- Sale or final-sale items, where marked at the time of purchase.
- Gift cards.
- Returns received after [30] days. If you're just outside the window, email us anyway and we'll see what we can do.
Faulty or incorrect items
If your necklace arrives damaged, faulty, or isn't what you ordered, email us at [email] within [14] days of delivery with your order number and a photo. We'll cover return shipping and send a replacement or a full refund, whichever you prefer. This is separate from the standard return window and doesn't affect your legal rights.
Exchanges
The fastest route is to return your item for a refund and place a new order for the metal or length you want. If stock is limited and you'd rather we hold the piece, email us first and we'll try to reserve it.
How to start a return
- Email [email] with your order number and which item you're returning.
- We'll reply within [1–2 business days] with return instructions and, if applicable, a prepaid label.
- Pack the item in its original packaging.
- Send it back and keep your tracking number.
Please don't send anything back before contacting us — unannounced returns can't always be matched to an order.
Return shipping costs
[Option A: Return shipping is free. We'll email you a prepaid label.]
[Option B: Return shipping is at your own cost, except for faulty or incorrect items, where we cover it. We recommend a tracked service — we can't refund items that don't arrive.]
Original shipping charges are [non-refundable / refunded in full] except where the item was faulty or sent in error.
Refunds
Once your return arrives, we'll inspect it within [3 business days] and email you either way. Approved refunds go back to your original payment method within [5–10] business days. How quickly it shows up after that is down to your bank.
If a return doesn't meet the conditions above, we'll contact you before doing anything. You can have the item sent back to you at [your cost / no charge].
Gifts
If you received a necklace as a gift and have the order number or gift receipt, we can issue store credit for the value of the item. Refunds to the original payment method can only go to the person who paid.
International returns
International orders can be returned on the same terms, but return shipping and any customs charges are your responsibility. Mark the parcel clearly as a returned item — parcels marked as new goods may attract duties, which we'll deduct from your refund if we're charged.
Questions
Email [Tbar@contact.com] and we'll get back to you within [1–2 business days].
Last updated: [date]