Refund policy

Returns, Refunds and Cancellations

Your rights depend on where you live. This policy sets out our own returns promise and your statutory rights, which it does not limit.

3.1 Our returns promise — all customers, worldwide

You may request a return within 30 days of receiving your order.

To be eligible, items must be:

Unworn, unwashed and unused
In their original condition with all tags and protective films attached
In their original packaging, including any jewellery pouch, watch box or presentation case

Watches must be returned with all links, straps, instruction booklets and any warranty documentation supplied.

3.2 Additional statutory rights — United Kingdom and European Union

If you are a consumer in the UK (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) or the EU (Consumer Rights Directive 2011/83/EU), you have a legal right to cancel your order for any reason, without giving a reason, within 14 days of the day you, or someone you nominate, receive the goods.

To cancel, tell us clearly before the 14 days expire — email Support@elleryandfinch.com with your order number, or use the model cancellation form available on request.
After cancelling, send the goods back within 14 days of telling us.
We refund you within 14 days of receiving the goods back, or of receiving proof you have sent them, whichever is earlier.
We refund the price of the goods plus the standard delivery cost you originally paid. If you chose a more expensive delivery option, we refund only the standard rate.
You may handle goods as you would in a shop. If you handle them beyond what is necessary to check their nature and characteristics — for example, sizing a watch bracelet or wearing an item outdoors — we may reduce your refund to reflect the loss in value.

Faulty or misdescribed goods (UK): under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you have the short-term right to reject and receive a full refund. Within 6 months you are entitled to a repair or replacement, and a refund if that fails. Claims may be possible for up to 6 years, or 5 years in Scotland.

Faulty or misdescribed goods (EU): you are entitled to a minimum 2-year legal guarantee of conformity. If goods are not as described or do not work as they should, you may request repair or replacement, and a price reduction or refund where that is not possible. Some member states provide longer periods.

3.3 Statutory rights — United States and Canada

There is generally no federal right to cancel an online order in the United States or Canada, and rights vary by state and province. Our 30-day returns promise in 3.1 applies to you, as do your rights where goods are faulty or not as described, including implied warranties of merchantability where applicable and provincial consumer protection legislation.

3.4 Items we cannot accept back

For hygiene and safety reasons, we cannot accept returns of:

Pierced jewellery, including earrings and nose studs, once the hygiene seal is broken
Underwear, swimwear and other intimate garments where the hygiene seal has been removed
Items engraved, resized, or otherwise personalised to your specification
Watches where the protective film has been removed from the case back and the item shows signs of wear
Items marked as final sale or clearance
Gift cards

This does not affect your rights where an item is faulty, damaged, or not as described.

3.5 How to start a return

Email Support@elleryandfinch.com with your order number, the items you wish to return, and the reason.
We will respond within 1–2 business days with return instructions and a return address.
Do not send items back before contacting us. Returns sent without prior authorisation may not be processed.

3.6 Return shipping costs

Our returns are processed through our facilities in China. This means:

For change-of-mind returns and statutory cancellations, you are responsible for the cost of returning the goods. UK and EU law permits this, provided we tell you before you order — which this policy does. Because the item must travel internationally, return shipping can be expensive relative to the value of the item. Please consider this before ordering.
For goods that are faulty, damaged, incorrect or not as described, we pay the return cost, or offer a replacement or refund without requiring the item back, at our discretion.
Where returning an item internationally is not practical, we may offer a partial or full refund without requiring a return. We will tell you clearly which option applies.

We recommend a tracked and insured service, particularly for jewellery and watches. Keep proof of postage — UK and EU customers may need it to trigger the 14-day refund deadline in 3.2.

3.7 Refunds

Refunds are issued to your original payment method. Statutory cancellation refunds for UK and EU customers are made within 14 days as set out in 3.2. All other refunds are processed within 5–10 business days of approval. The time to appear in your account depends on your bank or card issuer.

Original shipping charges are non-refundable except where the item was faulty, damaged, incorrect or not as described, or where you are exercising a statutory cancellation right under 3.2.

3.8 Exchanges

We do not process direct exchanges. Please return the original item and place a new order.

3.9 Cancelling before dispatch

You may cancel your order for a full refund at any time before it has been dispatched. Email Support@elleryandfinch.com as soon as possible.