Last updated: 18 September 2026
We want you to be happy with your ring. If you are not, here is exactly what you can do, and by when. Nothing in this policy affects the statutory rights you have where you live.
The short version
- You have [[RETURN_WINDOW_DAYS]] days from delivery to tell us you want to return an item.
- It must come back unworn, undamaged, with its certificate and packaging.
- We refund you within [[REFUND_PROCESSING_DAYS]] business days of receiving and checking it.
- Faulty or wrong items: we pay the return shipping. Change of mind: [[WHO_PAYS_RETURN_SHIPPING]].
- Engraved, resized and custom-made pieces cannot be returned for change of mind.
How to start a return
- Email [[RETURNS_EMAIL]] within [[RETURN_WINDOW_DAYS]] days of delivery with your order number and what is wrong. Photographs help if the item is damaged.
- We reply with a return authorisation and the return address. Do not send anything back before you have that — unannounced parcels can be refused or lost, and we cannot refund what we cannot identify.
- Pack the ring in its original box, include the certificate, and send it with a tracked and insured service. Until it reaches us it is your parcel; if it is lost in transit without tracking we cannot refund it.
- We check the item on arrival and refund you within [[REFUND_PROCESSING_DAYS]] business days.
Condition
You are welcome to try a ring on to see whether it fits. You are not welcome to wear it out. We can reduce or refuse a refund where an item comes back scratched, resized elsewhere, cleaned with chemicals, missing its certificate, or otherwise in a condition we cannot resell.
What cannot be returned for change of mind
- Pieces engraved or personalised to your order.
- Pieces made to your specification.
- Pieces resized to your specification.
- Gift cards.
- Items marked on the product page as final sale.
These exclusions never apply to a faulty item. If something is faulty, it is returnable whether or not it was personalised.
Natural stone is not a fault
Yemeni agate is a natural material. Variation in colour, banding, translucency and inclusions — including differences from the photograph on the product page — is the nature of the stone and is not a defect. You can still return such an item as a change of mind within the window above; we simply will not treat it as faulty, which is what decides who pays the return postage.
Faulty, damaged or wrong items
Tell us within [[DAMAGE_REPORT_DAYS]] days of delivery if your parcel arrives damaged or the wrong item is inside, and send photographs of the item and the packaging. We will replace it, repair it, or refund you in full — your choice where the law gives you one — and we pay the return shipping. A genuine manufacturing fault that appears later is covered by the warranty below.
Warranty
We warrant our workmanship — settings, soldering and silver work — for [[WARRANTY_MONTHS]] months from delivery. The warranty does not cover ordinary wear, tarnish, scratches, stones loosened by impact, damage from chemicals or sport, or work done by another jeweller. Outside the warranty we are happy to quote for a repair.
Exchanges and resizing
[[EXCHANGE_POLICY]] For sizing, [[RESIZING_POLICY]]
How refunds are paid
- Refunds go back to the original payment method. We cannot redirect a refund to a different card, account or person.
- Your bank may take a further [[BANK_SETTLEMENT_DAYS]] business days to show it.
- If you paid partly with store credit or points, that part is returned to your balance and the rest to your payment method. Store credit is never refunded as cash.
- A discount code used on a returned order is not reissued unless the whole order is cancelled by us.
- Original shipping is refunded [[SHIPPING_REFUND_RULE]].
- Import duties you paid are not refundable by us; you may be able to reclaim them from your customs authority.
Cancelling before dispatch
Write to [[SUPPORT_EMAIL]] as soon as possible. If the order has not been dispatched we will cancel it and refund you in full. Once it is with the carrier it has to be handled as a return.
If you are unhappy with how we handled it
Write to [[COMPLAINTS_EMAIL]] and we will respond within [[COMPLAINT_RESPONSE_DAYS]] days.