Returns, Refunds and Exchanges

We want you to be happy with your jewellery, and none of what follows affects your normal consumer rights.

For most standard items bought online, you can change your mind. Just let us know within 14 days of receiving your order, and you'll then have a further 14 days to send it back. To start a return, email [insert returns email] with your name, order number, the item, and why you're getting in touch, along with whether you'd like a refund, an exchange, or just some help.

When you return something, please make sure it's unworn (beyond trying it on to check it's right), still in its original packaging with any pouch or cards, well packed for the journey back, and accompanied by proof of purchase. You can inspect a piece the way you would in a shop, but if it comes back showing more handling than that, we may need to reduce the refund accordingly. Signs of extended wear, damage, scent or alteration can mean a change-of-mind refund isn't possible, though this never affects your rights if the item is actually faulty.

Unless something's faulty, damaged or wrong, return postage is down to you, and we'd always recommend tracking it and getting proof of postage, since it's your responsibility until it reaches us. If you cancel an entire qualifying order, we'll refund the standard delivery charge, though anything extra you paid for a faster service usually isn't refunded beyond that. Once we've received and checked a return, we'll refund you via your original payment method within the legal timeframe, though your bank may take a little longer to show it.

Exchanges depend on what's available, whether that's a different size, design or colour, or store credit if that suits better. Because so many of our pieces are unique or limited, we can't always offer an exact swap, and there may be a price difference to sort out either way.

Bespoke and personalised pieces, things made to your measurements, custom lettering, commissions or event jewellery, aren't covered by change-of-mind cancellation, but you're still protected if we've made something faulty, damaged, or not to the agreed specification.

Pierced earrings can't be returned for a change of mind once the hygiene seal is broken, though again, this doesn't apply if they're faulty. (Remove this bit entirely if you don't sell pierced earrings.)

If your order turns up damaged, faulty, wrong, or not made as agreed, get in touch as soon as you can with your order number and a photo if possible. Depending on what's happened, we might offer a repair, replacement, rethreading, exchange, or a partial or full refund, whichever fits the situation and your rights.

It's worth remembering that natural gemstones vary: colour, pattern, translucency and texture all differ a little from stone to stone, and that's part of what makes each piece distinctive rather than a fault. We try to describe materials as accurately as we reasonably can.

We also offer a repair and rethreading service to help your jewellery last, whether that's replacing worn cord, restringing elastic, swapping a lost bead for a good match, adjusting the size, or giving a treasured piece a refresh. If the issue wasn't down to an original fault, a small fee may apply, and we'll always tell you beforehand.

Refunds normally go back to whoever paid, so if you've received a gift, do get in touch about an exchange, resize or credit; we may just need proof of purchase first.

For international orders that get refused or go unclaimed because of unpaid customs charges, you may be responsible for the return postage, any customs costs we incur, carrier fees, and a modest restocking charge of up to £10 where that's been made clear beforehand and is legally allowed. None of this applies if the fault was ours or the product was faulty.

Please don't send anything back before contacting us, since we'll need to give you the correct return address first.

Karen Cronje
karen@zebredellas.co.uk