Returns & Refunds

Every order comes with free Order Protection as standard. If anything arrives faulty, damaged, missing or incorrect, please file a claim within 30 days of receipt with your order number and a photo of the issue. We will arrange a replacement or refund quickly.

No restocking fee applies, and return postage is covered by us. Please contact us before sending anything back so we can arrange a prepaid return label where applicable.

Parcels can occasionally be delayed in transit. Before raising a claim, please allow:

• UK orders: at least 7 days from the expected delivery date.
• International orders: at least 14 days, as customs can cause delays.

Once that has passed, please file a claim with your order details. We will investigate with the carrier and arrange a replacement or refund.

If an item is not suitable, you may return it for a refund within 30 days of receipt, provided:

• Items are unused, in their original condition and in their original packaging.
• All crystal packs, retail and wholesale, are unopened with the seal intact. Once opened, they cannot be returned.
• Bundles are returned complete. They cannot be split or partially returned.

These items cannot be returned: earrings, ear-wires and ear posts, for hygiene reasons; bespoke, made-to-order and special production items; and sale or end-of-line items.

All change-of-mind returns are subject to a 20% restocking fee, which is deducted from your refund. Refunds are issued to the original payment method within 5 business days of your return arriving.

We do not offer exchanges. If you want a different item, return the original under this policy and place a new order.

• Enclose a completed Returns Form with your parcel.
• Reseal retail and wholesale packs securely, so nothing is lost or mixed in transit. Returned items must reach us in their original condition and packaging.
• Return postage is at your own cost. Please pay the correct postage, as underpaid parcels may be held by the carrier until the shortfall and any handling fees are settled.
• We strongly recommend a tracked and insured service, so your return arrives safely and you are covered for loss or damage in transit.
• Outside the UK: attach a completed CN22 Customs Form to the outside of the parcel with the 'Returned Goods' box ticked. Without it, import duties may be deducted from your refund.

To cancel, contact our Customer Service Team as soon as possible with your order number.

If your order includes items already requested from our manufacturers, a 20% administration fee applies. We will always tell you upfront if that is the case.

Trade and distributor orders are prepared specifically for your business and often involve extended lead times, bespoke quantities or items sourced directly from our manufacturers. They are therefore subject to the following terms, which differ from our standard Returns Policy:

• Change-of-mind returns are accepted within 14 days of receipt, provided items are unopened, in their original sealed packaging and in fully resaleable condition. A 20% restocking fee applies, covering inspection and repackaging.
• No returns after 14 days, or on items that have been opened, marked, relabelled or are otherwise not resaleable.
• Bespoke, made-to-order and special production items are non-cancellable and non-returnable, including within the 14-day window, as they cannot be resold or restocked.
• No returns without prior written authorisation. Please contact us before sending anything back so we can confirm the return and provide instructions.
• Return shipping for change-of-mind returns is the distributor's responsibility. We recommend a tracked and insured service.
• Faulty, damaged, missing or incorrect items remain fully covered. Report any issue within 30 days of receipt with your order number and photos, and we will put it right.
• Cancellations may be possible if your order has not yet been requested from our manufacturers. Once production or fulfilment has begun, a 20% administration fee applies and some items may no longer be cancellable.

These terms apply to trade, wholesale and distributor accounts and do not affect the statutory rights of end consumers purchasing from our distributors.

Nothing in this Returns Policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you have any questions about your rights, or think an issue may not be covered by our standard policy, please get in touch. We are always happy to help.