Policy
Returns and exchanges.
A structure waiting for confirmed facts. If you sell to UK or EU customers, some of this is a legal minimum rather than a choice.
To Drishtal: UK and EU consumers have a statutory right to cancel most distance-sold orders within 14 days of receipt, with a further 14 days to return the goods, and this cannot be reduced by a policy. Custom-made and personalised items are generally exempt, but "made to order in a standard size" may not qualify as personalised. Get this reviewed properly before you sell into those markets.
The window
Message us within a reasonable time of delivery.
Condition
Returned pieces must be unworn, in their original packaging, with any tags attached. [CONFIRM AND ADD ANY FURTHER CONDITIONS].
What cannot be returned
- [CONFIRM: custom or bespoke pieces made to a specification you provided]
- [CONFIRM: pieces resized to a non-standard measurement]
- [CONFIRM: earrings, if you apply a hygiene exclusion. This is common and lawful, but it must be stated before purchase.]
Who pays return shipping
Confirmed on request
Exchanges
Message us before sending anything back. For a size change on a plain band, resizing is often faster and cheaper than an exchange. Message us before sending anything back.
Resizing
Plain bands, such as the Lucent Ring, can usually be resized one to two sizes. Bands with stones set into them often cannot be resized without damaging the settings.
Message us and we will quote it.
Faulty or damaged pieces
Message us on WhatsApp with your reference code and a photograph before sending anything. We will tell you where to send it and cover the cost.
A stone that moves in its setting, a clasp that fails, or plating that lifts within a reasonable period is a fault and we will put it right.
What is not a fault
Stated here because it prevents disappointment, not to avoid responsibility:
- Your stone looking different from the photograph. Natural stones vary. We send photographs of the actual stone before you pay for exactly this reason.
- Tarnish. It is a surface reaction, not damage, and a cloth removes it in a minute. See the 925 silver guide.
- Rhodium plating wearing at high points after a year or more of daily wear. This is expected, and replating is a routine job.
- Scratches from ordinary wear. Silver scratches, as does gold and platinum.
How to start a return
Message us on WhatsApp with your reference code and what you would like to do. We will reply with the address and the process. Do not post anything before speaking to us.