Not quite right? Send it back.

The short version

Window

14 days from delivery

Condition

Unworn, with its original packaging

Outcome

Refund to the original payment method

Earrings

Not returnable, for hygiene reasons

Sourcing requests

Not returnable — see below

How to send something back

1. Write to us within 14 days of delivery with your order details and the reference number from the piece’s page. A line about what was wrong helps us — it is often the thing we should have photographed better.
2. We will confirm the return and tell you where to send it. Please do not post anything back before that; an unannounced parcel is easy to lose track of.
3. Send it tracked and insured, in its original box. Until it reaches us it is your parcel, and tracked postage is the only thing that protects you if it goes astray.
4. We check the piece on arrival and settle it within a few working days.

The exceptions

• Earrings. For hygiene reasons, earrings are final sale — standard across the trade. A faulty pair is a different story; see below.
• Pieces found on a sourcing request. Something bought specifically because you asked for it is yours once you have approved the photographs and the price. That approval step exists so nothing is a surprise at the end.
• Pieces that have been worn, altered or resized, including by another jeweller.
• Anything sent back without telling us first, or after the window has closed. Write to us anyway — we’d rather talk it through than have you keep something you don’t love.

If a piece is faulty

Faulty pieces are a different story: none of the exceptions above apply — earrings included. Your rights under consumer law always stand.

Every piece carries six months against manufacturing defects. Send us the reference number and a photograph. If it is something we got wrong, we repair or replace it and we pay the postage both ways.

Repairs after that

Our partner workshop is on call: a loose stone, a tired clasp, a polish worn through at the back of a band — all fixable. After the warranty there’s a charge, and we always tell you the cost first (and whether a repair is worth it).

Send the reference number from the piece’s page and a photograph to hello@byvansaj.com.