Refund Policy

The 30-day window

You have 30 days from the day your order is delivered to tell us you want to return it. The piece then needs to be on its way back within a further 14 days. Ask on day 30 and you are still inside the window.

Condition, and the certificate

A returned piece has to be unworn and in the condition it left us, in its Novara box, with the care card and — the one people forget — the original IGI certificate for the centre stone. That certificate is what proves the stone in the setting is the stone that was graded. Without it the piece cannot be resold, and we cannot refund it in full.

Starting a return

Email us with your order number and say what you would like to happen. We will send a prepaid, insured return label within one business day. Please do not post jewellery on your own account — we can only take responsibility for a parcel travelling on our label.

Your refund

We check every returned piece against its certificate before refunding, usually within five business days of it reaching us. The refund goes back to the original payment method; we cannot send it elsewhere. Your bank may take a few more days to show it. Outbound shipping was free, so nothing is deducted.

Resizing instead of returning

If the ring is right and the size is not, a return is the slower path. Resizing is free in the first year and you keep the piece you chose. Not every design can be resized without changing how the stones sit — eternity bands especially — so ask us first.

What we cannot take back

If something is faulty

None of the exclusions above apply if a piece arrives damaged, develops a fault, or is not what the listing described. Send a photograph and your order number and we will repair, replace or refund it at our cost, postage included. Nothing here limits your statutory rights as a consumer.

Cancelling before dispatch

Because pieces are made to order, work starts soon after checkout. Tell us before dispatch and we will cancel and refund in full, with nothing to send back. Once it has shipped, treat it as a return under the window above.

The lifetime warranty

Every piece is guaranteed for life against defects in materials and workmanship — a stone that loosens in a sound setting, a clasp that fails, a solder seam that opens. Ordinary wear is not a defect, and neither is loss, theft or accidental damage. We will still quote for those, and repairs are done by the people who made the piece.