Returns & Refunds

Returns  

RETURNING your ORDER - uk customers   

How do I return my order?   

We hope you love your Soru Jewellery purchase but understand that sometimes you may need to return.

Please contact us at customercare@sorujewellery.com quoting your order number in the subject line for a returns form and instructions of how to return your item.

The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and returned to the customer.

Please note we do not accept returns on earrings due to hygiene. However exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received.

Our policy lasts 14 days. The purchased item you wish to return must be received by us within 14 days of receiving your order.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

Returning your ORDER - international customers  

How do I return my order?   

We hope you love your Soru Jewellery purchase but understand that sometimes you may need to return.

Please contact us at customercare@sorujewellery.com quoting your order number in the subject line for a returns form and instructions of how to return your item.

The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and returned to the customer.

Please note we do not accept returns on earrings due to hygiene. However exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received.

Our policy lasts 14 days. The purchased item you wish to return must be received by us within 14 days of receiving your order.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, 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 we do not refund international customs taxes and sales charges.

RETURN SHIPPING COSTS 

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

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

Please note we do NOT refund international customs taxes and sales charges.

  Refunds

 FULL tERMS AND CONDITIONS  

If returning a faulty item that is within the 14 day returns period we will cover return postage, so long as the item is deemed faulty upon inspection when it has arrived to us. This must be agreed with our customer care team beforehand.

We cannot pay more than £15 for return postage at any one time, if the cost for return is over £15 the customer is liable for the extra charge.

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.

We do not accept returns on earrings due to hygiene. However exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received.

Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@sorujewellery.com

We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.

Tarnishing or discolouration is not classed as a fault. Please see our care instructions on how to avoid this.

All products are covered by our standard 6 month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer. This includes any damage caused by perfumes, bleaching, heat exposure and general wear and tear.

Missing crystals, beads and pearls are not classed as a manufacturing fault. Any items with missing crystals outside the 14 day return policy but inside the 6 month warranty can be replaced free of charge, but shipping costs are the responsibility of the customer.

Any lost items cannot be replaced or refunded.

SALES AND PROMOTIONS

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.

ANY QUESTIONS?

Contact us 

customercare@sorujewellery.com