Returns & Refunds Policy

Last updated: May 2026

At TAYLR Jewellery, we want you to feel completely confident when shopping with us. Every piece is designed with care, and we hope you love your jewellery as much as we loved creating it. However, if something isn’t quite right, we offer a straightforward and fair returns process in line with UK consumer law.

This Returns & Refunds Policy explains how returns, exchanges, refunds, and cancellations work when you shop with TAYLR Jewellery.

By placing an order on our website, you agree to the terms set out in this policy.

1. Your Right to Return (UK Consumer Rights)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for most items purchased online.

This is known as your “cooling-off period.”

To qualify for a return:

  • Items must be requested for return within 14 days of delivery

  • Items must be returned within 14 days after approval of your return request

  • Items must be unworn, unused, and in their original condition

  • Items must include original packaging, tags, and any protective materials

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene, personalisation, and quality control reasons, certain items are not eligible for return or refund.

These include:

  • Earrings (for hygiene reasons)

  • Pierced jewellery items

  • Custom-made or personalised jewellery

  • Engraved items

  • Items marked as “final sale” or “non-returnable” at purchase

  • Gift cards

  • Promotional or sample items (unless faulty)

Please ensure you check product descriptions carefully before placing your order, especially for personalised or final sale items.

3. Faulty or Damaged Items

We take quality very seriously at TAYLR Jewellery. Each piece is carefully inspected before dispatch, but in the rare event that you receive a faulty or damaged item, please contact us immediately.

If your item arrives damaged or develops a fault within a reasonable period, you may be entitled to:

  • A replacement item

  • A repair (where possible)

  • A full refund

To help us resolve issues quickly, please provide:

  • Your order number

  • A description of the issue

  • Clear photos of the fault or damage

We may also request that the item is returned for inspection.

4. How to Start a Return

To initiate a return, please email our customer care team at:

info@taylr.co.uk

Please include:

  • Full name

  • Order number

  • Item(s) you wish to return

  • Reason for return

Once your request has been reviewed, we will provide you with return instructions and the return address.

Items returned without prior approval may not be accepted.

5. Return Shipping

Customers within the UK will be provided with a pre-paid shipping label.

Customers outside of the UK are responsible for return shipping costs unless the item is faulty or incorrect.

We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit.

Return postage costs are non-refundable.

In some cases, we may offer a pre-paid return label, but this is at our discretion.

6. Refunds

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your original payment method

  • Please allow 5–10 working days for the funds to appear in your account (depending on your bank or payment provider)

Please note:

  • Original shipping fees are non-refundable unless the item is faulty

  • Any discounts applied at checkout will be considered in the refund amount

7. Exchanges

We currently offer exchanges depending on stock availability.

If you wish to exchange an item:

  • Follow the standard return process

  • Place a new order for your preferred item

This ensures faster processing and better stock availability.

8. Cancellations

If you wish to cancel your order, please contact us as soon as possible after placing it.

We can only guarantee cancellations before your order has been processed or dispatched.

Once an order has been shipped, it must be treated as a standard return.

Custom or personalised orders cannot be cancelled once production has started.

9. Personalised & Custom Orders

Personalised jewellery is made specifically for you and is therefore non-returnable and non-refundable unless faulty.

This includes:

  • Engraved jewellery

  • Custom name pieces

  • Bespoke designs

We strongly recommend double-checking all personalisation details before placing your order, as we cannot make changes once production begins.

10. Sale Items

Items purchased during sales, promotions, or discount events may be subject to different return conditions.

In most cases:

  • Sale items are eligible for exchange or store credit only

  • Final sale items are non-returnable

These conditions will always be clearly stated at checkout or on the product page.

11. Gift Returns

If you received a TAYLR Jewellery item as a gift, we are happy to assist with exchanges or store credit where eligible.

Refunds will normally be issued to the original purchaser’s payment method.

We recommend contacting our support team to discuss the best option for gift returns.

12. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

  • Check your bank account again

  • Contact your payment provider

  • Contact your bank, as processing times may vary

If you still have not received your refund after these steps, please contact us at info@taylr.co.uk.

13. International Returns

If you are returning an item from outside the UK, please note:

  • You are responsible for all return shipping costs

  • Customs duties and taxes are non-refundable

  • We recommend using a tracked international shipping service

Delays caused by customs are outside our control.

14. Our Commitment to You

At TAYLR Jewellery, we aim to make the returns process as simple and transparent as possible. We value every customer and will always aim to resolve issues fairly and efficiently.

If you are unsure about anything in this policy, our customer care team is always happy to help.

15. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

TAYLR Jewellery

Email: info@taylr.co.uk 
Website: https://www.taylr.co.uk

This policy may be updated from time to time. Please check this page regularly to stay informed of any changes.