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Returns & Refunds

We hope you love your Soru Jewellery purchase, but understand that sometimes you may need to return. Please read the following instructions if you need to return your order.

If you are purchasing a gift and would like the returns period extended, please add a note to your order at time of purchase and your returns will be extended until the 9th January 2023, for all unworn items in original packaging.

Returns

UK Customers

Returns are free for UK customers. To take advantge of this service please ensure you use the label provided as we are 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 invoice in your return when you use this method.

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.


Please ensure you collect proof of postage for your return at the post office, any lost or stolen items with no proof of postage will not be refunded.


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 that once a ring has been adjusted out of its original shape, it is not possible to return for a refund.


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 inital delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.


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

US Customers

A returns shiping label will cost $10, deducted from the refund total.


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.


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 that once a ring has been adjusted out of its original shape, it is not possible to return for a refund.


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 inital delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.


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


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

Rest Of The World Customers

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.comwithin 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.


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 that once a ring has been adjusted out of its original shape, it is not possible to return for a refund.


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 and duty 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.


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

Returns for Repair

We will replace or repair any faulty items (not caused through general wear and tear or accidental damage) bought from this website within 6 months of proof of purchase. This must be first agreed with our customer care team on customercare@sorujewellery.com.

Missing crystals, beads 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.

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

Terms & Conditions

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 inital delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

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

Sales & 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.


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

Got a returns & refunds query?

contact us: customercare@sorujewellery.com

Pre-order and in-stock items will be shipped together

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