Refund policy
At Celestial Pieces Jewellery, every order is carefully inspected and packaged before dispatch. We want you to feel confident when shopping with us. Please review the following return and refund terms before placing your order.
Return Eligibility
You may request a return within 14 days of receiving your order.
To qualify for a return, the item must:
- Be unused, unworn, and in its original condition
- Include all original packaging, tags, certificates, accessories, and complimentary items
- Show no signs of wear, damage, alteration, resizing, perfume, cosmetics, or improper handling
- Be accompanied by proof of purchase or an order confirmation
Items returned without prior approval may not be accepted.
Non-Returnable Items
The following items cannot normally be returned or exchanged:
- Custom-made, personalised, engraved, or specially ordered jewellery
- Items altered or resized at the customer’s request
- Earrings or other hygiene-sensitive products once opened or worn
- Gift cards
- Final-sale or clearance items
- Items damaged through misuse, accidental damage, improper storage, or normal wear and tear
This does not affect any rights you may have under applicable consumer protection laws.
How to Request a Return
To request a return, please contact us at [your support email address] and include:
- Your full name
- Order number
- The item you wish to return
- The reason for the return
- Clear photographs, where the item is damaged, defective, or incorrect
Once your return request has been reviewed, we will provide the return instructions and return address.
Please do not send an item back before receiving return approval.
Return Shipping
Unless the item is confirmed to be defective, damaged upon arrival, or incorrectly supplied, the customer is responsible for return shipping costs.
We strongly recommend using a tracked and insured delivery service. Celestial Pieces Jewellery cannot be held responsible for returns that are lost or damaged in transit.
Original delivery charges are non-refundable unless the return is due to an error on our part or required by applicable law.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
Contact us within 48 hours of delivery if your item is damaged, defective, or different from what you ordered. Please include your order number and clear photographs or videos showing the issue.
Once verified, we may offer an appropriate resolution, including:
- A replacement
- A repair
- Store credit
- A partial or full refund
The available resolution will depend on the circumstances and product availability.
Return Inspection
All returned products are inspected before a refund or exchange is approved.
We reserve the right to reject a return or reduce the refund amount if the product:
- Has been worn, damaged, altered, or resized
- Is missing packaging, certificates, accessories, or complimentary items
- Is returned outside the approved return period
- Does not meet the conditions stated in this policy
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
Shipping costs, duties, taxes, currency conversion charges, and other third-party fees may be non-refundable unless otherwise required by law.
Exchanges
Eligible items may be exchanged, subject to stock availability.
The quickest way to receive a different item is to return the original eligible product and place a new order after the return has been approved.
Any price difference and additional delivery charges may apply.
Custom and Personalised Orders
Custom-made and personalised jewellery is created specifically according to the customer’s approved specifications. For this reason, these orders cannot normally be cancelled, returned, or exchanged once production has started.
Customers are responsible for reviewing and confirming all details, including:
- Design
- Size
- Metal or colour
- Stone selection
- Engraving
- Personalisation
- Other custom specifications
A custom order may qualify for a remedy where it arrives damaged, defective, or materially different from the approved design.
Order Cancellations
To request a cancellation, contact us as soon as possible after placing your order.
We cannot guarantee cancellation once an order has entered processing, production, personalisation, or dispatch.
Custom orders cannot normally be cancelled after design approval or production has started.
Incorrect Size
Customers are responsible for selecting the correct ring, bracelet, chain, or other product size before ordering.
Where resizing is available, additional service and shipping fees may apply. Some jewellery designs cannot be resized safely.
Incorrect sizing alone may not qualify for a free return, refund, or replacement.
Gifts
Refunds are normally issued to the original purchaser and original payment method.
Where appropriate, an eligible gift recipient may be offered an exchange or store credit after the order has been verified.
Late or Missing Refunds
After receiving confirmation that your refund has been processed, please allow the stated processing period.
If the refund has not appeared:
- Check your bank or card account again.
- Contact your card provider or payment service.
- Contact your bank, as processing delays may apply.
- Contact us if you still cannot locate the refund.
