Returns, Resizing & Repairs
Every Swan Jewel piece is made for one person. That makes the moment it arrives matter, and it makes it worth saying plainly what happens if the piece isn't right. This page covers returns, exchanges, resizing and repairs, with no conditions buried in small print.
Returns and exchanges within 30 days
You have 30 days from the day your piece is delivered to ask for a return or an exchange.
To be accepted, a piece must be:
- unworn and undamaged, with no signs of wear on the band or setting
- returned in its original box, with the certificate and any tags still attached
- accompanied by your order number
What cannot be returned. Pieces that were engraved, altered from the original design, or designed from scratch for you are not returnable or exchangeable. They were made to a specification only you asked for, and they cannot be offered to anyone else. This includes any piece where you added engraving at checkout, even where the engraving was free.
A piece that is simply made to order — one of our designs, in the metal, carat and size you chose — is returnable. Made to order means we hadn't built it yet. It doesn't mean it was personalised.
How to start a return or exchange
1. Email us. Write to swanjewel.co@gmail.com within 30 days of delivery with your order number. For an exchange, tell us what you would like instead.
2. We send you a return authorisation. You'll receive written confirmation along with instructions on how to pack and send the piece. Please wait for this before sending anything — parcels that arrive without an authorisation cannot be processed, and we can't insure what we aren't expecting.
3. We send a prepaid label. Return shipping is on us, fully insured, wherever you are in the world. Pack the piece in its original box.
4. We inspect the piece. Every returned piece is examined before a refund or exchange is approved.
Refunds
Once a return is approved, your refund is issued to the original payment method within 7 days of the piece reaching us.
Your bank or card issuer may take a few days more to show the money in your account. That part is outside our hands, and it's worth knowing before you start counting.
Exchanges
An exchange means a new piece, made from the beginning in the metal, carat or size you've chosen. Once your returned piece reaches us and the exchange is approved, the new piece is dispatched within 21 days.
If your piece arrives damaged
Contact us as soon as you open it. Send photographs of the piece and of the packaging it arrived in, along with your order number.
We'll arrange a free return and either repair the piece or make it again, whichever is right. There is no charge to you, and no deadline to worry about — a fault is a fault whenever it comes to light.
Resizing
We resize rings and wedding bands. Whether a piece can be resized depends on its design: a plain band has room to move, while eternity bands, pavé shanks and some platinum settings are difficult or impossible to alter without rebuilding the piece.
Email swanjewel.co@gmail.com with your order number and the size you need. We'll tell you what's possible and what it will cost before any work begins. Fees may apply, depending on the piece.
Repairs
If a piece needs attention — a loosened stone, a worn claw, a clasp that no longer holds — write to us with photographs and your order number. We'll assess it and tell you what we can do and what it will cost, if anything, before you send it anywhere.
Contact
swanjewel.co@gmail.com — please include your order number in the first message. It saves a round trip.
Frequently asked questions
How long do I have to return something?
30 days from the day your piece is delivered.
Can I return a made-to-order piece?
Yes. If it's one of our designs in your choice of metal, carat and size, it's returnable within 30 days. Made to order means we build it after you order, not that it was personalised for you.
Can I return an engraved piece?
No. Engraved, altered and bespoke pieces cannot be returned or exchanged, because they were made to a specification unique to you.
Who pays for return shipping?
We do. Once your return is authorised, we send a prepaid, fully insured label.
What condition does the piece need to be in?
Unworn and undamaged, in its original box, with the certificate and tags attached.
How long until I get my money back?
Refunds are issued within 7 days of the piece reaching us. Your bank may take a few days more to post it.
How long does an exchange take?
Your new piece is dispatched within 21 days of the returned one reaching us, because it is made from the beginning rather than taken off a shelf.
My piece arrived damaged. What do I do?
Email us with photographs of the piece and the packaging. We'll arrange a free return and put it right at no cost.
Do you resize rings?
Yes, where the design allows. Fees may apply, and we'll confirm the cost before starting.
Do you repair Swan Jewel pieces?
Yes. Send photographs and your order number, and we'll assess it and quote before you send anything.