Política de reembolso
Returns & Exchanges – Changed Your Mind?
Last updated: 21 August 2026.
We hope you are delighted with your purchase. However, we understand that occasionally an item may not be quite right, and we want to make arranging a return as straightforward as possible.
If you change your mind about an eligible order placed through our website, you can notify us that you wish to cancel or return your order within 14 days of receiving your goods. If an order contains items delivered separately, the 14-day period runs from receipt of the last item.
Once you have notified us within this period, you then have a further 14 days to send the goods back to us.
You do not need to give us a reason for changing your mind.
How to Request a Return
The quickest and easiest way to arrange a return is through your account on our website.
Request a Return Through Our Website
- Click the account icon on our website.
- Enter the email address used for your order.
- We will send a 6-digit verification code to your email address. Enter this code to sign in – no password is required.
- From your order history, select the order you wish to return.
- Select Return items.
- Select the item or items and quantities you wish to return.
- Select the appropriate reason for your return.
- Submit your return request.
Once your request has been submitted, we will review it and provide the appropriate return instructions. Please follow the return instructions provided to you.
Other Ways to Notify Us
If you are unable or do not wish to use our online returns service, you can also notify us that you wish to cancel or return an order by:
Email: info@thejewellerystop.com
Telephone: +44 (0)121 794 5004
Please provide your order number where possible so that we can identify your purchase quickly.
Our preferred methods of notification are:
- Through your account on our website
- By email
- By telephone
You do not need to telephone us in addition to submitting a return request through our website or notifying us by email.
Cancelling an Order Before Dispatch
If your order has not yet been dispatched, you may be able to cancel eligible items directly through your account on our website.
We prepare and dispatch orders as quickly as possible, so the online cancellation option is only available for a short period after an order is placed.
If the online cancellation option is no longer available, please contact us as soon as possible by email or telephone.
Where an eligible order is successfully cancelled before dispatch, we will provide a full refund of the amounts paid for the cancelled order or items to the original payment method.
If your order has already been dispatched, you can still exercise any applicable right to cancel and return the goods after delivery. The return postage and refund provisions explained below will then apply.
Returning Your Items
Once you have notified us of your decision to return eligible goods, you have a further 14 days to send them back to us.
Please package returned goods securely and, where possible, include a copy of your sales order or invoice.
If you no longer have your sales order or invoice, please include a note containing:
- Your full name
- Your postal address
- Your email address
- Your order number or date of purchase
- Whether you are requesting a refund or exchange
Unless we provide different return instructions, returns should be sent to:
The Jewellery Stop
44 Poplar Road
Kings Heath
Birmingham
B14 7AD
United Kingdom
We recommend obtaining proof of postage and using a suitable tracked or insured service where appropriate. Please retain your proof of postage until your return has been completed.
International Returns
If your order was delivered outside the United Kingdom, please submit a return request through your account on our website or contact us before sending the goods back.
International return arrangements can vary according to the destination, courier, applicable consumer law and circumstances of the return. We will provide the appropriate return instructions after reviewing your request.
For certain international orders, Global-e or the applicable Global-e affiliated company acts as merchant of record, in its own name and on behalf of The Jewellery Stop (Online) Limited.
Applicable international orders are also subject to the current Global-e Terms of Sale presented as part of the international shopping and checkout process. Global-e's current Terms of Sale and Consumer Privacy Policy are available through the view-basket drawer, basket page and during checkout.
For international change-of-mind returns, you are normally responsible for arranging and paying the direct cost of returning the goods to us, unless we tell you otherwise or applicable consumer law provides otherwise.
If an international order is faulty, damaged or incorrectly supplied, please contact us before arranging return shipping so that we can provide the appropriate return arrangements.
International Refunds, Duties & Taxes
International orders may include duties, taxes and other import charges as part of the amount paid when placing the order.
Where you are entitled to a refund, your refund will be processed in accordance with the applicable cancellation, withdrawal and consumer protection requirements. For orders processed through Managed Markets, refunds can be returned to the original payment method through the payment and merchant-of-record arrangements that applied to the original transaction.
The treatment of duties, taxes and other charges between The Jewellery Stop, Global-e and the relevant authorities does not reduce any refund that you are legally entitled to receive under applicable consumer law.
Condition of Returned Goods
You may inspect an item in the same way that you reasonably could in a shop. Returned goods should be kept in good condition and, where possible, returned with their original packaging, labels and accessories.
Please do not wear or use an item if you may wish to return it. If an item has been worn, damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and suitability, we may reduce the refund to reflect any resulting loss in value.
Pierced Earrings
Pierced earrings include studs, hooks, drops, hoops, creoles, threaders and any other earring designed to pass through a pierced ear.
For hygiene reasons, pierced earrings must not be inserted into or worn through a piercing if you may wish to return them. They may be visually inspected, but wearing earrings through a piercing goes beyond the level of inspection normally permitted in a shop.
If pierced earrings have been worn, handled in a way that affects their condition, or returned with signs of use, they may no longer be suitable for resale. In these circumstances, we may make an appropriate deduction from the refund to reflect their reduced value. Where their resale value has been reduced entirely, this deduction may be up to the full purchase price.
This does not affect your rights where earrings are faulty, damaged or incorrectly supplied.
Return Postage
For change-of-mind returns, you are responsible for arranging and paying the cost of returning the goods to us.
This does not apply where goods are faulty, damaged or incorrectly supplied. In these circumstances, please contact us or submit a return request through our website before arranging return postage so that we can provide the appropriate instructions.
Where an item is faulty, damaged or incorrectly supplied and needs to be returned, please contact us or submit a return request through our website before sending the item back. We will provide a suitable prepaid return shipping label or make other appropriate return arrangements at our expense.
Please do not arrange and pay for return postage yourself unless we have agreed this with you in advance. If you make your own return arrangements without prior agreement, we cannot guarantee reimbursement of postage costs beyond the reasonable cost of the return method we would have provided. This does not affect your statutory rights.
Original Delivery Charges
Where an eligible online order is cancelled and returned in full, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option.
If you selected a more expensive, enhanced or express delivery service, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.
If only part of an order is returned, the original delivery charge will not normally be refunded where that delivery charge would still have applied to the items you have kept.
Faulty, Damaged or Incorrect Items
Your rights concerning faulty, damaged, incorrectly supplied or misdescribed goods are separate from the change-of-mind return period described above.
If an item arrives faulty, damaged or incorrect, please submit a return request through your account on our website or contact us as soon as possible by email or telephone and quote your order number.
If possible, please provide photographs of the item and its packaging. This is not intended to restrict your statutory rights, but photographs can help us understand the problem and resolve it more quickly.
For purchases covered by UK consumer law, if goods are faulty, not as described or otherwise fail to meet your statutory rights, you may be entitled to reject them and receive a refund within the first 30 days after delivery.
After the first 30 days, your rights may include a repair or replacement. If a repair or replacement is unavailable, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or refund.
For international purchases, your rights concerning faulty, damaged, incorrectly supplied or misdescribed goods will be handled in accordance with the consumer protection requirements applicable to your order.
Nothing in this policy limits your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
Refunds
Once your return has been received, we will inspect the returned goods and let you know the outcome.
Where a refund is due, it will normally be made to the original payment method without undue delay and within the applicable statutory time limits.
Where applicable consumer law requires other amounts paid in connection with the order to be reimbursed following cancellation or withdrawal, including eligible original delivery charges, these will be refunded in accordance with those statutory requirements.
For change-of-mind cancellations, we may withhold the refund until we have received the goods back or you have provided evidence that the goods have been sent back, whichever occurs first.
For applicable international orders processed through Managed Markets, full or partial refunds can be processed back to the original payment method through the payment and merchant-of-record arrangements that applied to the original transaction.
We normally process approved refunds within 3–4 working days. Your bank, card provider or payment service may then take a further 3–5 working days to show the refund on your statement.
Repairs, Replacements & Exchanges
Where a repair, replacement or exchange has been agreed, we will process it as quickly as reasonably possible and without causing unnecessary inconvenience.
Some repairs may take up to 28 days, depending on the item, availability of components and the work required. We will keep you informed if additional time is needed.
Exchanges are subject to availability. If the requested replacement is unavailable, we will issue an appropriate refund instead.
EEA Customers – Right of Withdrawal
If you are a consumer resident in the European Economic Area (EEA), including the European Union, Iceland, Liechtenstein or Norway, you generally have the right to withdraw from an eligible online purchase without giving a reason.
You can initiate your return through your account on our website or notify us by email or telephone within 14 days of receiving your order. Where goods from the same order are delivered separately, this period runs from receipt of the last item.
After notifying us that you wish to withdraw, you have a further 14 days to send the goods back.
You are responsible for the direct cost of returning goods where you exercise your right of withdrawal because you have changed your mind, unless we have expressly agreed otherwise. This does not apply to goods that are faulty, damaged or incorrectly supplied.
Where you validly exercise your statutory right of withdrawal and return the whole order, we will refund the payments that you are legally entitled to receive, including the price paid for the returned goods and the cost of our least expensive standard delivery option.
If you expressly selected a more expensive, enhanced or express delivery service, we are not required to refund the additional delivery cost above the cost of our least expensive standard delivery option.
Where only part of an order is returned, the original delivery charge will not normally be refunded where that delivery charge would still have applied to the goods you have kept.
For applicable orders processed through Managed Markets, any refund due can be processed back to the original payment method through the payment and merchant-of-record arrangements that applied to your order.
You may use the withdrawal form below if you wish, but using the form is not compulsory. You can instead use our online returns service, email us or telephone us.
EEA / EU Model Withdrawal Form
Complete and send this information only if you wish to withdraw from your contract. You do not need to use this form if you have already notified us through our website, by email or by telephone.
To:
The Jewellery Stop
44 Poplar Road
Kings Heath
Birmingham
B14 7AD
United Kingdom
Email:
info@thejewellerystop.com
Telephone:
+44 (0)121 794 5004
I/We hereby give notice that I/We wish to withdraw from my/our contract for the sale of the following goods:
____________________________________________
Order number: __________________________________
Ordered on / received on: ________________________
Name of customer(s): ____________________________
Address of customer(s): __________________________
____________________________________________
Date: _________________________________________
Signature (only required if this form is submitted on paper):
____________________________________________
We recommend using our online returns service rather than sending a cancellation or withdrawal request by post. You can also notify us by email or telephone us during our office opening hours. These methods allow us to receive and process your request promptly and provide you with the appropriate return instructions.
Purchases Made in Our Shop
The statutory right to cancel an eligible distance purchase within 14 days applies to orders placed through our website and other qualifying distance purchases. It does not generally apply simply because a customer changes their mind about an item purchased in person from our shop.
For purchases made in our shop, any discretionary exchange or return will be subject to the terms explained at the time of purchase.
Your statutory rights regarding faulty, damaged or incorrectly described goods remain unaffected.
Need Any Help?
If you have any questions about a return, exchange, faulty item or refund, please contact us:
- Email: info@thejewellerystop.com
- Telephone: +44 (0)121 794 5004
We will always aim to resolve matters fairly, clearly and as quickly as possible.
Nothing in this policy affects your statutory consumer rights.