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Legal

Returns and Refunds

Fourteen days to change your mind, from the day the piece arrives. Return postage is on us, worldwide.

The short version

If a piece is not right, send it back within fourteen days of delivery and we will refund it in full, to the method you paid with. You do not need to give a reason, and you do not pay for the postage.

The piece needs to come back in the condition it left us: unworn, with the tags still attached and the box, dust bag and authentication card included. That is the whole test.

The fourteen days

The window opens on the day the piece is delivered, not the day you ordered it, and it is fourteen calendar days rather than working days. If the fourteenth day falls on a weekend or a public holiday where you are, the next working day is fine.

You need to tell us within those fourteen days that you are returning something. Once you have, you have a further fourteen days to actually get it into the post.

How to return something

  • Open the return in your account, or reply to your order confirmation email.
  • We email you a prepaid label and a customs document if you are outside the UK.
  • Repack the piece in its original box with everything that came with it.
  • Drop it at the carrier point on the label, and keep the receipt until the refund lands.

If you would rather bring it into a store, you can. Any of our five rooms will take a return from any order — bring the piece and the order number.

Condition on arrival

Every return is inspected by the same people who authenticate incoming stock, and against the photographs we took of that exact piece before it shipped. This is not a formality: it is how a resale business stays honest about what it is selling next.

If a piece comes back worn, altered, or missing its authentication card, we will contact you with photographs before we do anything. You can have it sent back to you at no cost, or accept a partial refund reflecting the change in condition. We will not make that decision for you.

When the money arrives

We refund within three working days of the piece passing inspection, to the original payment method. How quickly it then shows up is your bank's business rather than ours — card refunds are usually five to ten working days, and PayPal is usually same-day.

The refund includes the standard delivery charge you paid on the way out. If you paid for an upgrade to express or nominated-day delivery, we refund the standard rate and keep the difference, which is what the law requires and no more.

Exchanges

We do not run exchanges as a separate process, because almost everything we carry is a single piece rather than a size run — there is usually nothing to exchange it for. Return the piece for a refund and place a new order; the two are independent and neither waits on the other.

If something is wrong with it

A piece that arrives damaged, or that turns out not to match how we described it, is not a return — it is our mistake, and the fourteen days do not apply. Tell us and we will collect it, refund it in full including any delivery charge, and look at how it got past inspection.

Your statutory rights sit underneath all of this and are not affected by anything on this page.

What cannot come back

  • Pieces altered or repaired after delivery, including resizing.
  • Earrings, for hygiene reasons, once the seal is broken.
  • Anything made or personalised to your specification.
  • Gift cards.

TO CONFIRM: the client should confirm whether personalisation and monogramming will be offered at launch, since the exclusion only matters if it is.