Returns, exchanges & problems

  • Which payment methods do you accept?

    For the latest guidance, please see Which payment methods can I use?.

  • I would like to pay using Klarna but it does not work. Why?

    For the latest guidance, please see Which payment methods can I use?.

  • How do I return an item?

    Our change-of-mind returns are available to customers worldwide. Tell us within 14 days of receiving your order, then send the goods back within a further 14 days. Start through our returns portal, or contact our team with a clear cancellation request. Conditions and exclusions apply; see the que...

  • When will I get my refund?

    For change-of-mind returns worldwide, we aim to process your refund within two working days of your returned parcel being delivered to us. Once we've issued it to your original payment method, allow up to seven working days for it to appear on your bank or card statement. Contact us if it hasn't ...

  • Can I exchange an item or choose a different size?

    Tell us what you'd prefer when you open your return in the portal. Exchanges depend on availability, and we'll send the replacement item to you free of charge. If your choice isn't available, we'll offer a refund or store credit if you prefer. Return postage is covered separately in the question ...

  • Can I return a gift?

    Items received as gifts can be exchanged or refunded as store credit for the amount paid, with the purchase details. The usual eligibility conditions apply. Start through our returns portal or ask our team for help.

  • Can I try an item on? Are any products excluded from change-of-mind returns?

    You may handle and inspect goods as you would in a shop. Handling beyond that may reduce your refund. Our Refund Policy excludes personalised items and issued digital gift cards from change-of-mind cancellation. Earrings can be returned with their hygiene seal intact, but not after it is broken. ...

  • How do I return an order from outside the UK?

    Start through the returns portal and follow the instructions provided for your return. If you're unsure how to complete the customs declaration, ask our team before posting. Keep proof of posting. Duties paid directly to a carrier are not refunded by us; you may be able to reclaim them from your ...

  • My jewellery is damaged, faulty, wrong or incomplete. What should I do?

    We're sorry something isn't right. Contact our team with your purchase details and a description of the problem. Photos of the item and packaging help with damage claims. We'll review the case individually and explain the appropriate next steps before you send anything back. Any goodwill offered ...

  • Who pays return postage?

    For a change-of-mind return, you normally pay the return postage. We may choose to cover it at our discretion, depending on the circumstances. Where an item is faulty or was sent in error, we'll cover the return costs required by law. Please contact us before posting anything back so we can confi...

  • Will my original delivery charge be refunded?

    For an eligible change-of-mind cancellation, our Refund Policy includes the standard outbound delivery charge, not the extra cost of an upgraded service. Faulty goods have separate protections. If you're returning only part of an order, contact our team so we can explain any delivery-charge refun...