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Our refund and returns policy last 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Gift card, custom-made or personalised items cannot be returned. If a custom-made or personalised item is faulty, we will exchange or mend it for you for free. Already worn jewellery or accessories, such as earrings cannot be returned due to personal higene reasons.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to us before contacting us first.
There are certain situations where only partial refunds are granted:
- Jewellery and accessories with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
We do not offer a refund to customers if they:
- knew an item was faulty when they bought it.
- damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund).
- no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded. Sale items cannot be refunded or only be partially refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com first, and we will get back to you within 3 working days.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to River Pearls,10 Grange Crescent, Sheffield, UK, S118AY.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.