Refund policy

Returns & Refunds Policy

I hope you love your jewellery as much as I enjoy creating it. Every piece is carefully packaged to arrive safely, but if there is an issue, I’ll always do my best to make things right.

Damaged or incorrect items

If your jewellery arrives damaged or you receive the wrong item, please contact me within 5 calendar days of delivery. I will arrange a replacement or refund, including return postage costs.

Changed your mind?

Under UK law, you have the right to cancel or return your online order within 14 calendar days of receiving it, for a refund or exchange.
To arrange this, please contact me within the 14-day period.

  • Items must be unused, in their original condition, and returned in the original packaging.

  • You will be responsible for the cost of return shipping unless the item was faulty or incorrect.

  • Original shipping costs are non-refundable.

Important notes on returns

  • Earrings: For hygiene reasons, earrings are non-returnable.

  • Sale Items: Only full-priced items are refundable; sale items are final sale.

  • Custom & Personalised Orders: Bespoke, commissioned, or personalised items are not eligible for refund or exchange (unless faulty). Please contact me before ordering if unsure.

  • Seconds or Sample Sale Items: Sold as-is, with any faults clearly described; not eligible for refunds.

  • Condition: I cannot refund or replace items damaged by accident, neglect, or misuse.

I strongly recommend using a tracked delivery service when sending returns. Jewellery is only insured in transit via Royal Mail Special Delivery. I cannot be responsible for items lost in transit if another postal method is used.

Refunds

Once I receive and inspect your return, I’ll email you to confirm approval or rejection of the refund. If approved, your refund will be processed to your original payment method. Please allow time for your bank or card provider to complete the transaction.

Refunds for orders placed using a digital gift card will be credited back to the same gift card. Refunds cannot be exchanged for cash or another payment method.

Exchanges

Exchanges are only available for defective or damaged items. If you would like an exchange, please email me at hello@theelvensmith.com before returning the item.

International Orders (Non-UK)

Please note:

  • Import duties, taxes, and handling fees are the customer’s responsibility and are non-refundable.

  • If you refuse delivery due to customs charges and the parcel is returned to me, any refund will be minus any return fees charged by customs or the courier.

  • I do not currently ship to the EU due to regulation changes in 2024.

US Customers – Customs & Returns

For US orders:

  • At checkout, a 10% charge (plus a small processing fee) is collected to cover expected import duties. This helps reduce the chance of surprise fees, but US Customs may still apply additional duties or charges upon arrival. These are the responsibility of the customer.

  • If you accept delivery and later return your item, our usual returns policy applies. Customs duties you’ve already paid to US authorities are non-refundable.

  • If you refuse delivery due to customs charges and the parcel is returned, any refund will be minus any return or handling fees billed to me by US Customs or the courier. Refunds will only be processed once the item is safely returned.

Returns Address

Please return items to:
The Elven Smith
Box 110
Red Lion Street
Richmond upon Thames
TW91RB
United Kingdom