Return, Exchange & Cancellation Policy
Returns, Refunds & Cancellations
Last updated: 15/09/2026
We want you to be happy with your piece. Here's exactly how it works.
CANCELLING AN ORDER
Email [EMAIL] with your order number before your order ships and we'll cancel
and refund you in full. Once it's shipped, the returns process below applies.
RETURN WINDOW
You may return an item within 7 days of delivery, provided it is unworn, in
original condition, and returned in its original packaging with any tags
attached.
To start a return, email oviejewels@gmail.com with your order number and a short note about
the reason. Please don't send anything back before we've confirmed — returns
sent without authorization may not be processed, and we'll give you the correct
return address when we approve it.
UK & EU CUSTOMERS — 14 DAY RIGHT
If you're in the UK or EU, you have a statutory right to cancel your order
within 14 days of receiving it, for any reason and without explanation, plus a
further 14 days to send the goods back. This overrides the 7-day window above
for you.
EARRINGS
We accept earring returns, provided they're unworn and in original sealed
condition.
WHAT WE CAN'T ACCEPT
* Custom, engraved or personalized pieces
* Items showing signs of wear
* Damage from water, perfume, cosmetics, chemicals or improper storage
* Normal wear of plated or vermeil finishes over time
RETURN SHIPPING COSTS
Return shipping is paid by the customer, except where the item is faulty,
damaged in transit, or we sent the wrong item — in those cases we cover the full
cost.
Please use a tracked service. We can't refund a parcel we never receive.
FAULTY OR INCORRECT ITEMS
If your piece arrives damaged, faulty, or isn't what you ordered, email oviejewels@gmail.com within 7 days of delivery with photographs. We'll send a replacement or issue a full refund including all shipping costs — your choice.
EXCHANGES
We don't offer direct exchanges, including size swaps. Please return your item
for a refund and place a new order for the piece you want. This is usually
faster than an exchange across international borders anyway.
If you're unsure about ring sizing, email us before ordering — we're glad to
help you get it right the first time.
REFUNDS
Once we receive and inspect your return, we'll email to confirm. Approved
refunds go back to your original payment method within 7 business days.
Depending on your bank, it may take a further 5–10 business days to appear on
your statement.
* Original shipping charges are non-refundable, except where the item was
faulty or incorrect.
* Import duties and taxes collected at checkout are refunded with your return.
Because we ship DDP, we're able to handle this for you — you don't need to
reclaim anything from your own customs authority.
LOST OR UNDELIVERED PARCELS
If tracking shows no movement for 10 days, contact us and we'll open an
investigation with the carrier. Carriers may take up to 30 days before formally
declaring a parcel lost. We'll keep you updated throughout and refund or replace
once the claim is resolved.
UNCOLLECTED PARCELS
If a parcel is returned to us because it went uncollected or the address was
incorrect, we'll refund the order value less shipping costs incurred.