Refund policy
We hope you love your Serafina Jewellery purchase. However, if you're not completely satisfied, we're here to help.
Returns
You may return eligible items within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unworn and unused
- Be in its original packaging
- Be in the same condition that you received it
- Include any accessories supplied with the order
Unfortunately, we cannot accept returns for items that have been worn, damaged through misuse, or returned in an unsuitable condition.
How to Return an Item
To request a return, please contact us with your order number and the reason for your return.
We'll provide instructions on how to send your item back.
Please do not return items without contacting us first.
Return Postage
Unless your item is faulty or we've made an error with your order, customers are responsible for return postage costs.
We recommend using a tracked delivery service, as we're unable to accept responsibility for returns that are lost in transit.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If approved, your refund will be processed back to your original payment method.
Please allow 5–10 working days for your bank or payment provider to process the refund.
Faulty or Incorrect Items
If your item arrives damaged, faulty, or you've received the wrong item, please contact us as soon as possible.
We'll work quickly to resolve the issue and arrange a replacement or refund where appropriate.
Personalised Jewellery
Personalised or custom-made items cannot be returned or exchanged unless they are faulty or incorrectly supplied.
Please double-check all names, dates, spellings and personalisation details before placing your order.
Earrings
For hygiene reasons, earrings cannot be returned if the hygiene seal has been broken or they have been worn, unless they are faulty.
Sale Items
Sale or promotional items may only be returned if they are faulty, unless otherwise stated at the time of purchase.
If a bracelet purchased as part of a promotional offer is returned for a refund, any free promotional item received as part of that offer must also be returned. If the free item is not returned, its full retail value may be deducted from your refund.
Questions?
If you have any questions about returns or refunds, please don't hesitate to contact us.
We're always happy to help.