Refund policy

RETURNS/CANCELLATIONS FOR ONLINE ORDERS

We are sure that you will love your order, but sometimes something is just not right for you.

Cancellation for Online Orders

You can cancel your order at any time before it has been dispatched. Please contact us as soon as you can if you changed your mind and have not received an order dispatch notification.

Returns for Online Orders

We accept returns for unwanted items as long as they have not been used and are in their original packaging.

If you would like to make a return, please notify us within 14 days of your order delivery date and ship the items back within 21 days since the delivery date.

The customer is responsible for return shipping costs and no initial shipping costs will be refunded. We recommend to use the tracked delivery services for all returns.

Please retain a proof of postage as it may be required if your return gets lost in transit.

Please note that we are charging 10% restocking fee for all unwanted item returns and rejected parcels.

The colour/shade/plating of most items may slightly vary in every batch, please note that this will not be a valid reason for a prepaid return.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards.

Cut to size items, such as ribbons, cords, lace trims, chains, fabrics etc and pierced jewellery supplies/earring fittings are non-returnable unless defective.

Beads sold in strands are not returnable if taken off their string.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please do not dispose of the packaging as it may be required as an evidence of damage to submit a claim with a carrier.

Claims for damages and incomplete orders are accepted within 2 days after your order delivery date.

Exchanges for Online Orders

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

Order not Arrived/Parcel Lost in Transit

Domestic parcels - If you do not receive your parcel within 10 working days since dispatch date (not the date you placed your order with our shop), please contact us to resolve the issue. We will need to submit a lost parcel claim with the Royal Mail to confirm the loss. If the loss is confirmed by the carrier, you will get a full refund or replacement.

International parcels - If you do not receive your parcel within 30 working days since dispatch date (not the date you placed your order with our shop), please contact us so we could submit a claim with the carrier. We will issue a refund/replacement upon investigation completion where appropriate.

Missing or Wrong Items Received

If, upon your order arrival, you notice that some items you ordered are missing or you received some wrong items, please get back to us. We will check your parcel contents and either issue an immediate refund for the missing items or resend them at no extra cost if they are still available and you are happy with this solution.

Claims for missing/wrong items are accepted within 2 days from your order delivery date. For this reason, please check the contents of your parcel as soon as you receive it.

Rejected Parcels and Unwanted Goods

If, for any reason, you rejected the parcel, we will issue a refund only after we get it back.

The refund for unwanted goods returns will be issued only after we get them back and ensure that they are in their original condition.

Please note that we are charging 10% restocking fee for unwanted products returns and do not refund the initial shipping cost.

Undelivered Orders

Please note that someone must be present at the delivery address to receive the parcel. We recommend to use the tracking number and check the delivery progress regularly not to miss your order delivery.

We will not issue a refund for the initial postage costs you've paid in case your order has not been delivered and returned to us due to the following reasons:

-you rejected the parcel;
no one was available at the delivery address;
you missed the delivery and have not collected the parcel from the post office/rearranged the delivery within the time frame specified by your local post office branch;
you provided the wrong address for delivery.

However, we will issue a refund for the items cost as soon as get your order returned.

Shipping Delays

We are very sorry if your order has been delayed in transit. Unfortunately we can not issue any compensation for delays as the shipping speed is out of our control.

If you wish to claim the delay compensation from the Royal Mail, please wait till your order has been delivered and submit a claim at the Royal Mail Claim Centre.
Get in touch if you require any parcel details to submit the claim.

Returns for Items Bought with Discount

In a case of any return, when the cost of items returned brings your total order value below our free postage limit or a certain amount required to get a discount, the refund given will be equal to the value of goods returned less the current regular postage charge and the relevant value of discount applied to your order. 10% restocking fee is also charged for all unwanted item returns, see above.

Refund Processing Times for Online Orders

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember, it can take some time (up to 5-7 working days) for your bank or credit card company to process and post the refund too.

PURCHASES MADE IN OUR WAREHOUSE

Products purchased directly from our warehouse are not eligible for return or exchange. We operate with a strict no-return policy for items bought in our warehouse. This policy is in place to ensure fair and consistent service to all our customers, to maintain the efficiency of our warehouse operations and proper inventory management.

Our no-return policy for warehouse purchases applies to all products, regardless of condition or circumstances. Exceptions will not be made for buyer's remorse, change of mind, or any other reason.

We encourage customers to thoroughly inspect all products before making a purchase to ensure they meet their requirements.

ALL SALES OF WAREHOUSE ITEMS ARE FINAL.

We reserve the right to refuse returns or exchanges for any reason not explicitly stated in this policy.

This return policy applies only to purchases made directly from our warehouse.