Refund policy

Refund Policy

We accept returns and exchanges within 30 days of delivery.

To be eligible, the piece must be unworn and undamaged, in its original packaging, with certificate and tags attached, and accompanied by your order number.

Non-returnable items. Engraved, altered and bespoke pieces cannot be returned or exchanged, as they are made to a specification unique to the customer. This includes pieces engraved free of charge. Gift cards are also non-returnable.

Pieces that are made to order from our existing designs — in your choice of metal, carat and size — are returnable under the terms above.

Starting a return. Email swanjewel.co@gmail.com within 30 days of delivery, quoting your order number. We will issue a return authorisation with packing and shipping instructions, and a prepaid insured return label at no cost to you. Items sent to us without a return authorisation cannot be accepted.

Refunds. Once a returned piece has been received and inspected, an approved refund is issued to the original payment method within 7 days of receipt. Your bank or card issuer may require additional time to post the funds.

Exchanges. Approved exchange pieces are made to order and dispatched within 21 days of the returned piece being received and inspected.

Damaged or defective items. Contact us as soon as your order arrives if a piece is damaged, defective or incorrect, including photographs of the piece and its packaging. We will arrange a free return and repair or remake the piece at no cost.

Resizing and repairs. Resizing and repair services are available depending on the design of the piece; fees may apply. Email swanjewel.co@gmail.com before returning anything for resizing or repair. Full details are on our Returns, Resizing & Repairs page.

European Union. Where an order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery without giving a reason, subject to the same condition requirements above. This right does not apply to engraved, altered or bespoke pieces.

Questions. swanjewel.co@gmail.com