Returns & exchange
Easy exchanges, no fuss
Every piece is handmade, so we want you to be genuinely happy with it. Here's exactly how returns and exchanges work — plainly, with no small print.
The short version
If something isn't right, tell us within 7 days of delivery. As long as the piece is unworn and in its original packaging, we'll exchange it or issue store credit — no awkward questions.
If a piece arrived damaged or defective, we'll repair or replace it at no cost to you, even outside the 7-day window.
Because everything is made by hand, we don't offer cash refunds for change of mind — but we'll always offer an exchange or store credit.
In four simple steps
How to Start a Return
-
01
Message us
Send us a note with your order number and a quick reason — even one line is enough.
-
02
We confirm
We'll reply with the return address and confirm your exchange or credit. Usually within a few hours.
-
03
Send it back
Pack it safely in the original pouch. Ship it via any courier — we'll share the address in our reply.
-
04
We sort it
Once we receive and inspect the piece, we send your exchange or issue store credit within 3 working days.
What can be returned
Eligibility at a Glance
Yes, this qualifies
- Unworn pieces still in their original pouch and packaging.
- Within 7 days of the delivery date.
- Wrong size or fit — we'll swap it or adjust it.
- Arrived damaged or defective — always, no time limit.
- Colour not as expected — exchanges welcome.
- Gifted piece — with the original order number.
Unfortunately, no
- Worn earrings — for hygiene reasons, pierced earrings can't be returned once worn.
- Custom or personalised pieces — made uniquely for you.
- Pieces damaged after delivery — accidental damage isn't covered.
- Beyond 7 days — unless damaged or defective.
- Without original packaging — please keep the pouch.
- Sale or final-sale items — marked clearly on the product page.
What you get back
Exchange, Credit or Refund
| Reason | What we offer | Timeline |
|---|---|---|
| Arrived damaged or defective | Free repair or full replacement | Within 5 days of return |
| Wrong item sent | Correct item dispatched + return covered | Within 3 days of return |
| Wrong size or fit | Size-adjusted piece or store credit | Within 5–7 days of return |
| Changed your mind | Exchange or store credit | Within 3 days of return |
| Colour not as expected | Exchange or store credit | Within 3 days of return |
| Custom or personalised piece | Repair only (if defective) | Case by case |
Store credit
Store credit is issued as a digital code with no expiry. Use it on any future order — online or at the studio.
If the exchange is for a lower-priced piece, the difference is issued as credit. If it's for a higher-priced piece, we'll send you a payment link for the difference.
Refunds — when they apply
We offer full refunds in three cases only:
- Your order arrived damaged and we can't replace it in time for you
- You received the wrong item and no correct replacement is available
- Your order was cancelled before it entered production
Refunds are processed to the original payment method within 5–7 working days.
If something went wrong
Damaged or Defective Items
We'll make it right
Damaged? We fix it. Free.
Send us a photo within 48 hours of delivery — a clear, well-lit shot is all we need. We'll repair or replace the piece at no cost, and we'll cover the return shipping.
If it's a small fix (a loose clasp, a re-string, a re-polish), we'll often do it and send it straight back — no back-and-forth.
Quick answers
Common Return Questions
Who pays for return shipping?
If the return is due to damage or an error on our side, we cover it. For change-of-mind exchanges, the customer covers the return postage.
Can I return earrings?
Pierced earrings can't be returned once worn, for hygiene reasons. If they arrived damaged or defective, we'll always replace them.
Can I exchange for a different piece?
Yes — within 7 days, as long as the original piece is unworn and in its packaging. Any price difference is settled at exchange.
How long does an exchange take?
Once we receive and inspect the returned piece, your exchange is dispatched within 3–5 working days, or store credit is issued within 3.
Can I get a cash refund?
Only for damaged goods we can't replace, wrong items, or orders cancelled before production. Otherwise, we offer exchange or store credit.
What if I lost my order number?
No problem — check your confirmation email, or message us with your name and phone number and we'll find it.
Ready to start a return?
Message us with your order number and we'll take it from there — usually within a few hours.