Refund policy

RETURNS & EXCHANGES

We offer a 14-day return policy, allowing you to request a return within 14 days of receiving your item.

To be eligible for a return, your item must be in the same condition that you received it: unworn and unused, with protective film, and in its original packaging (including pouches, boxes, and cards).

Please note that returns, exchanges, and cancellations are not accepted for Customised, Personalised, and Made-to-Order items. Sale items are eligible for exchanges only. Competition prizes, giveaways, and other complimentary items are not eligible for exchanges or refunds. All other terms and conditions apply.

Care & Packaging instructions for Returns: We take great pride in delivering luxury products of the highest quality, beautifully wrapped and carefully packaged to reach you in perfect condition. We kindly request the same care when returning items to us. Please ensure each item is repackaged as it arrived, with every piece stored separately to prevent scratches—for example, each single earring should be placed in its own compartment within the pouch or in two sepearate pouches.  Upon return, our jewellery specialists will thoroughly inspect the items. Unfortunately, we cannot provide a full refund for items that are damaged (e.g., scratched, dented, broken, worn) or not in their original packaging. If this occurs, we will email you photos of the returned items, and a partial refund will be issued accordingly. Thank you for your understanding.

Returned items must be shipped to us via Tracked Mail. You are responsible for covering the return costs, correctly declaring the parcel as returned goods, and providing the necessary customs documentation for international returns. In the event that any duties and taxes are incurred during an international return, these charges will be paid by us upon receipt and deducted from your total refund. Parcels sent via a courier requiring payment from the receiver—whether for postage or customs fees—will be refused. To initiate a return, please email us for a return authorisation at info@evelyngoldjewels.com. Items sent back without prior authorisation will not be accepted.

Once your return is accepted, we will provide you with instructions on how and where to send your package. Upon receipt of your returned items, we will process the refund within 7 business days. Refunds will be issued to your original payment method, and it may take 4-7 working days for your payment provider to credit the refund to your account.

DAMAGES AND ISSUES

We strongly recommend inspecting your parcel for any signs of damage or tampering before signing for it. If you notice any damage or tampering, please reject the delivery and ask the courier company to return the parcel to us. Kindly contact our customer service team immediately with your order number at info@evelyngoldjewels.com.

WARRANTY

We stand by the forever quality of our pieces. That's why we offer a free 5-year product warranty for manufacturing defects on all products purchased directly from our online store.

Our warranty policy does not cover wear and tear (such as scratches), improper use or accidental damage of your item(such as bent posts or broken chains), and any items that have been modified by any party outside of Evelyn Gold. 

If you believe your item has a manufacturing defect, please email us with details, photos, and videos of the piece.

Upon inspection, if we determine your piece falls under our warranty policy, we will cover the standard UK shipping cost of returning it back to us. After we receive your piece, we will offer either a complimentary repair or replacement.