Returns are free for UK customers. To take advantage of this service please submit your returns request following the below link, where you can choose either a printed label or printerless option. We're unable to reimburse alternative postage costs.

If you wish to return an item, please visit our returns portal within 14 days of receiving your item by clicking here. Please include your order number.

Alternatively, you can contact us at customercare@sorujewellery.com within 14 days of receiving your item, quoting your order number in the subject line for a returns form and instructions. Once your request has been approved, we must receive your item no later than 14 days after this otherwise the return process will be refused.

Items must be returned unused, in their original condition, and in the original pouch and box supplied. Please ensure your jewellery is packaged securely to protect it during transit, using suitable protective packaging inside a sturdy outer parcel. If inadequate packaging is used and this results in the item being lost or damaged during transit, this may affect your eligibility for a refund or the amount refunded, depending on the condition in which the item is received.

We recommend obtaining proof of postage when sending your return. Please retain your proof of postage until your return has been processed. Unfortunately, we cannot issue a refund for items that are lost or stolen in transit if proof of postage cannot be provided.

Any items showing signs of wear or use will not be eligible for a refund and will be returned to the customer. Please note that rings which have been adjusted or resized from their original shape cannot be returned for a refund.

Once we have received and inspected your return, we will notify you by email. If your return is approved, a refund for the item(s) (excluding the original delivery charge) will be processed to your original payment method within 10 days.

We do not accept returns on final sale items marked with 'FINAL SALE- NO RETURNS'

A DHL returns shipping label will cost $20, deducted from the refund total. 

Please note, we may not be able to offer a returns label or collection from remote areas. 

If you wish to return an item, please contact us at customercare@sorujewellery.com within 14 days of receiving your item, quoting your order number in the subject line for a returns form, shipping label and instructions. Once your request has been approved, we must receive your item no later than 14 days after this otherwise the return process will be refused.

Items must be returned unused, in their original condition, and in the original pouch and box supplied. Please ensure your jewellery is packaged securely to protect it during transit, using suitable protective packaging inside a sturdy outer parcel. If inadequate packaging is used and this results in the item being lost or damaged during transit, this may affect your eligibility for a refund or the amount refunded, depending on the condition in which the item is received.

We recommend obtaining proof of postage when sending your return. Please retain your proof of postage until your return has been processed. Unfortunately, we cannot issue a refund for items that are lost or stolen in transit if proof of postage cannot be provided.

Any items showing signs of wear or use will not be eligible for a refund and will be returned to the customer. Please note that rings which have been adjusted or resized from their original shape cannot be returned for a refund.

Once we have received and inspected your return, we will notify you by email. If your return is approved, a refund for the item(s) (excluding the original delivery charge) will be processed to your original payment method within 10 days.

Please note, shipping costs are not refundable, and international customs duties and sales taxes are not refundable for orders returned from outside the UK.

We do not accept returns on final sale items marked with 'FINAL SALE- NO RETURNS'

You will be responsible for paying shipping costs to return your item. Shipping costs are non-refundable.

If you wish to return an item, please contact us at customercare@sorujewellery.com within 14 days of receiving your item, quoting your order number in the subject line for a returns form, and instructions. Once your request has been approved, we must receive your item no later than 14 days after this otherwise the return process will be refused.

Items must be returned unused, in their original condition, and in the original pouch and box supplied. Please ensure your jewellery is packaged securely to protect it during transit, using suitable protective packaging inside a sturdy outer parcel. If inadequate packaging is used and this results in the item being lost or damaged during transit, this may affect your eligibility for a refund or the amount refunded, depending on the condition in which the item is received.

We recommend obtaining proof of postage when sending your return. Please retain your proof of postage until your return has been processed. Unfortunately, we cannot issue a refund for items that are lost or stolen in transit if proof of postage cannot be provided.

Any items showing signs of wear or use will not be eligible for a refund and will be returned to the customer. Please note that rings which have been adjusted or resized from their original shape cannot be returned for a refund.

Once we have received and inspected your return, we will notify you by email. If your return is approved, a refund for the item(s) (excluding the original delivery charge) will be processed to your original payment method within 10 days.

IMPORTANT INFORMATION

Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return.

We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. All shipping costs are the responsibility of the customer.

Please note, shipping costs are not refundable, and international customs duties and sales taxes are not refundable for orders returned from outside the UK.

We do not accept returns on final sale items marked with 'FINAL SALE- NO RETURNS'

We will replace or repair any faulty items (not caused through general wear and tear or accidental damage) bought from this website within one year of proof of purchase. This must be first agreed with our customer care team on customercare@sorujewellery.com.

Missing crystals, beads, gemstones and pearls are not classed as manufacturing faults if outside the 14 day return policy. However, we can replace missing crystals after this time at a small repair fee where possible. Please contact us for a quote at customercare@sorujewellery.com.

Items purchased in our Sample Sales are not covered by our warranty and may not be repaired or replaced.

Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions page on how to avoid this.

Damage caused by general wear and tear is the responsibility of the owner. We can not be responsible for any damage due to negligence. For all non-faulty items damaged by general wear, we offer a charged repairs service where at all possible.

The customer is responsible for postage charges to return the item for repair. We may not be able to repair items damaged in the post due to insufficient packaging. We recommend all jewellery is returned to us securely packaged within a box.

Dependant on the nature of the damage, a repair may take up to 8 weeks to process. 

Refunds

Once we have received and inspected your return, we will send you an email to confirm that it has been received and to let you know whether your refund has been approved.

If approved, your refund will be processed to your original method of payment within 10 days. Please note that the refund will cover the returned item(s) only and does not include any original delivery charges.

Late or Missing Refunds

If you have not received your refund after 10 days, please:

1. Check your bank account again.
2. Contact your credit card provider, as it may take some time for the refund to appear on your statement.
3. Contact your bank, as processing times can vary.

If you have completed these steps and still have not received your refund, please contact our Customer Care team at customercare@sorujewellery.com.

Free Gift Promotions

If your order qualified for a free gift as part of a "Spend X, Receive Y" promotion, the free gift must also be returned if returning the qualifying purchase. If the free gift is not returned, its value may be deducted from your refund.

Sales prices are applicable from the point of announcement and advertisement. Items purchased at full RRP are not applicable to be discounted after payment has been taken.

Any items purchased in a sample sale from our website are non-returnable. This does not apply to items purchased in our seasonal sales or promotions, only sample sales, which will be clearly marked on the product page. Customers are notified at the time of purchase that these items are non-returnable.

We do not accept returns on final sale items marked with 'FINAL SALE- NO RETURNS'