Refund Policy

Last updated: 16 September 2026

At Jewerly's we stand behind the quality of every piece: anything that arrives defective, damaged or not as ordered is replaced free of charge, and if a piece simply isn't right for you, you have 30 days from delivery to request a return. Here's how it works.

1. Return window and condition

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale items return on the same terms. Every return needs our written approval before it's posted (section 2) — returns sent without approval can't be refunded.

You may try a piece on as you would in a shop. Beyond that, it needs to come back in the condition you received it:

Unworn beyond trying on, with no scratches, marks, perfume, lotion or other residue.
Unaltered and undamaged — no resizing, engraving or repairs.
With all tags, protective film, the original pouch, box and packaging. Pierced earrings can only be returned if the posts and backs are untouched and the hygiene seal is intact.

Every return is inspected on arrival. If a piece doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

2. How to return

Email support@yourjewellery.shop within 30 days of delivery with your order number, the pieces you're returning and the reason.
We reply within one working day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't post anything before you have it — this address is only shared through this process, and parcels sent to the address on the shipping label or anywhere else can't be matched to your order or refunded.
Pack the pieces securely in their original pouch or box inside a padded mailer or small box, write your order number on the outside and put a note with your order number inside. Only include the pieces we've approved.
Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return postage

Our returns centre is in the United States, so every return is an international shipment for customers outside the US and a domestic shipment for US customers: you arrange it with a courier of your choice and pay the tracked postage, which isn't reimbursed. Please keep this in mind before requesting a return.
This applies to every return — a change of mind, a wrong size or a piece that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing defect or an error on our side (section 6) where we ask you to send the piece back.
Please complete any customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
Use a tracked service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase, with an email when it's done. Your bank or card provider can take a further 5–10 working days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the piece has been received and inspected.
The refund covers the price you paid for the returned piece(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the piece. Return postage isn't refunded, except where we've asked you to return a confirmed defective item (section 6).
If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
Pieces that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
Refunds aren't issued as store credit unless you ask for it.

5. Cancelling an order

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@yourjewellery.shop straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the piece elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the piece after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

6. Defective, damaged or incorrect items

Please inspect your order when it arrives. Every piece is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before wearing the piece, and send us:

your order number;
clear photographs: a close-up of the problem, the complete piece in its original packaging and — for transit damage — the parcel with the shipping label. For clasps, hinges and closures, a short video helps.

A manufacturing defect or error on our side means: a broken or non-closing clasp or hinge, a missing or loose stone on arrival, a snapped chain or link, a piece that differs from your order confirmation (wrong design, size, length, colour or engraving) or arrived incomplete, or damage caused in transit. Minor finishing characteristics and natural variation aren't defects (section 7).

We assess every claim within 2 working days against these criteria and the list in section 7. When a defect or error is confirmed, we send you a replacement free of charge — the same piece, or the missing part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact piece is no longer available, we'll send the same design in another finish or a comparable piece of equal value, in consultation with you. You don't need to return the defective piece unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the piece has been worn, can't be accepted as a defect claim; the piece can then be returned as a standard return under sections 1 to 3, at your cost.

7. What isn't a defect

Our jewellery is produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than defects. Pieces with these characteristics can be returned as a standard return (unworn, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a defective item:

Plating wear, tarnishing or discolouration over time — plated and sterling pieces react with skin, perfume, lotion, water and air; caring for them as described on the product page slows this down.
Natural variation in stones, pearls, shells and other natural materials — small differences in colour, inclusions, shape and size between two pieces of the same design, and compared with the product photo.
Colour or shade differences caused by screen settings, photo lighting or normal plating-batch variation; minor differences in stone placement, finish or engraving position compared with the product photo.
Minor finishing marks — small tool marks, solder points or slight asymmetry within normal production tolerance, especially on handmade pieces.
A piece that looks larger, smaller, thinner or lighter than expected — dimensions, chain lengths, stone sizes and weights are listed on the product page.
Chain and bracelet lengths that differ by up to 1 cm from the stated length, and ring sizes within the standard half-size tolerance.
A "new" smell or slight film from the protective coating that disappears after unpacking.
Minor marks or dents on the outer packaging when the piece itself is undamaged.
The piece doesn't suit you or doesn't fit (section 8), you no longer need it, you ordered the wrong size, length or colour, or you found it cheaper elsewhere.
Damage that occurred after delivery: knocks, snags, bending, exposure to water, chlorine, perfume or chemicals, incorrect storage, resizing, repairs or accidents.
Pieces with tags, protective film or hygiene seals removed or original packaging missing.

If anything is unclear, please read the product description, dimensions and care instructions before ordering, or ask us — we're happy to help you choose the right piece before you buy.

8. Sizing and fit

Every product page lists dimensions — ring sizes, chain and bracelet lengths, pendant and stone sizes — and our size guide explains how to measure. Please measure a ring or chain you already own and compare it with the listing; if you're between sizes, ask us before ordering. Because this information is available before purchase, a wrong ring size, a chain that's shorter or longer than you expected, or a piece that isn't quite what you hoped for isn't a defect: you can return the unworn piece at your cost under sections 1 to 3 and order the correct size.

9. Exchanges

We don't process exchanges. If you'd like a different size, length or colour, return the original piece under sections 1 to 3 for a refund and place a new order — the new piece is dispatched straight away rather than waiting for your return to reach us.

10. What can't be returned

Pierced earrings once worn, or once the hygiene seal or backs have been removed, unless defective (section 6).
Personalised, engraved or made-to-order pieces.
Gift cards.
Pieces worn, altered, resized or damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of worn items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and public holidays. We reply within one working day.
Email: support@yourjewellery.shop