退款政策
If a stone is not what you expected, you have 5 days from delivery to send it back for a full refund of the item price.
Last updated: 23 October 2026.
The timeline, in full
We would rather give you the whole schedule up front than let you guess at it.
| Step | How long |
|---|---|
| 1. You tell us you want to return it | Within 5 days of delivery |
| 2. We reply with the return address and a return reference | Within 1 business day |
| 3. You ship it back, insured and tracked | At your cost unless the item was faulty |
| 4. It arrives and we inspect it against our dispatch record | Within 2 business days of receipt |
| 5. We approve the return and issue the refund | Within 2 business days of approval |
| 6. The money lands back on your statement | About 7 business days after we issue it |
So from the day your parcel reaches us, expect the refund to be back on your card in roughly 11 business days. Step 6 is your bank's clock, not ours — card issuers occasionally take longer, and we will send you the refund reference so you can chase it if they do.
What can be returned
- Loose gemstones, in original condition and with their grading card
- Ready-to-ship jewellery, unworn and in its original packaging
- Matched pairs and calibrated parcels, with all pieces included
What cannot be returned
- Custom and made-to-size pieces — these were cut or set for you alone
- Stones that have been set, altered, drilled or damaged
- Items returned after the 5-day window
- Loose stones without their grading card
- Parcels refused at customs to avoid import duty
How to start a return
- Message us through the contact page within 5 days of delivery, quoting your order number and the product name.
- We will confirm and send you the return address and a return reference. Do not ship anything before you have that reference — unmarked parcels are difficult to match to an order.
- Ship the item back, insured and tracked, in a padded box. Return shipping is at your cost unless the item was faulty or not as described.
- Once it arrives we inspect it, then refund the item price on the schedule above.
Conditions
The stone must be returned in the condition it was sent. Because gemstones can be swapped, we photograph and record the exact dimensions of every stone before dispatch. A returned stone whose measurements do not match our record cannot be refunded.
Please do not remove a stone from its setting, and do not send jewellery back loose in an envelope. Use a padded box — a stone in a paper envelope will not survive the postal system.
Faulty or incorrect items
If an item arrives damaged, or is not the stone described, contact us within 48 hours with photographs of the item and the packaging. We will cover return shipping and refund in full, or replace the item if an equivalent stone is available. This is in addition to, and does not replace, your statutory rights.
Refunds
Refunds are issued to the original payment method. We refund the item price in full; the original outbound shipping charge is refunded only where the item was faulty or not as described.
Card refunds typically appear within about 7 business days of issue, depending on your bank. Bank transfers and some local payment methods can take longer. We will email you the refund reference as soon as it is issued.
Custom orders
Custom settings and made-to-size rings are made specifically for you and cannot be returned. We will always confirm the design, the stone and the size with you in writing before we begin work — that written confirmation is the thing to check carefully.
Exchanges
There is no separate exchange process. If you want a different stone or size, the fastest route is a return plus a new order — it keeps the stock accurate and gets the replacement to you sooner. Message us first and we will hold the replacement while your return is in transit.