Refund policy

Changed your mind? We've made Returns & Exchanges easy.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

UK Returns:

Shopped online? UK Returns are FREE. For online returns please use our UK Returns Portal.

Bought something in-store? Just return your Jewells with your original receipt or proof of purchase. If you don't have proof of purchase, we can make an exchange.

EU Returns:

Delivery fees will be payable by the customer via DHL Express.  

If you wish to use a different carrier, you can make your selection in our International Returns Portal.

International Returns:

Delivery fees will be payable by the customer via DHL Express.  

If you wish to use a different carrier, you can make your selection in our International Returns Portal.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@jewells.com.

Our Returns Policies

• Returns must be registered in our online portal within 30 days of receipt of the item
• All items returned to Jewells in store or online must be unworn and in their original packaging.
• For hygiene reasons, we do not accept returns or exchanges on Earrings, Body jewellery and Piercing Jewellery.
  
• We do not accept returns of gift cards.  Read our Terms & Conditions policy for more information.
• Shipping costs from online purchases and click and collect are non-refundable.
• You may be asked to provide personal details for returns or exchanges for verification purposes.
• Final Sale items, whether purchased in-store or online, are non-returnable and non-refundable unless the item is faulty, damaged, or not as described.

FAULTY RETURNS

If you believe an item you have purchased is faulty please contact us at customersupport@jewells.com or visit your local store.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. You can access our returns portal here.

CANCELLING ORDERS

As a consumer, depending on your country of residence, you may have a statutory right to cancel orders made online within a ‘cooling off’ period of 14 days from the day after you receive the order, subject to certain conditions, or as otherwise provided under applicable law. UK residents have this right under the Consumer Contracts Regulations 2013. If you wish to cancel your order, please contact us at customersupport@jewells.com with your order number. You will be given instructions about your next steps. You will need to notify us of your return within 14 days of receiving the item and then return the cancelled items within 14 days of your notification in order to receive a refund. You can access our returns portal here.

If you wish to cancel your order before it has been despatched, please contact us at customersupport@jewells.com.

DEFECTIVE ITEMS & ITEMS DAMAGED IN TRANSIT

If your order has been damaged in transit, or the products ordered are defective, not as described, not of satisfactory quality or not fit for purpose, we will at your request, and subject to availability, either exchange, replace or repair these products without charge to you, or provide you with a full refund, if the fault is notified to us within thirty (30) days of you receiving the product. We may request proof of purchase and/or photos of the damage and packaging in order to enable us to investigate the matter with our courier and packing facility and will inspect the items on their return. If the fault is notified after thirty (30) days of your receipt of the product, subject to the conditions being met, we will provide you with either an exchange or repair in accordance with the Consumer Rights Act 2015. 

FINAL SALE PURCHASES

In store:

All Final Sale items purchased in-store are sold as non-returnable. We do not offer exchanges, credit notes, or refunds for change-of-mind returns (including issues related to size, colour, or fit) on these items. This does not affect your statutory rights in the event an item is faulty or misdescribed. 

Online:

If you purchase a Final Sale item online, please note the following:

• Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days of receiving the goods and receive a full refund - even for sale items.
• However, this right does not apply to certain goods, such as personalised items or goods that cannot be returned for hygiene reasons such as earrings.

Faulty or misdescribed items remain eligible for return, refund, or exchange under the Consumer Rights Act 2015, regardless of whether they were marked as Final Sale.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as custom products - special orders or personalised items. For hygiene reasons, we do not accept returns on Earrings, Body Jewellery & Piercing Jewellery.Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on final sale items or gift cards.

EU 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification here. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@jewells.com.