Refund policy

Returns Policy

If you change your mind, Star Jewellers offers a return period for all eligible jewellery purchased via our website or in-store within 14 days of receiving or collecting your item, subject to the conditions below.

To be eligible for a return, items must be unused, unworn, and in their original condition, with all original packaging, tags, certificates, and proof of purchase included.

Eligible returns

You may return items for a refund or exchange if they meet all of the following conditions:

  • The return is requested within 14 days of delivery or collection.

  • The item is unworn, unused, and in resaleable condition.

  • All original packaging, documentation, certificates, and accessories are included.

Non-returnable items

For hygiene, personalisation, and made-to-order reasons, some items cannot be returned unless faulty.

  • Earrings, if applicable and where hygiene seals or tamper-proof packaging have been opened.

  • Engraved, resized, altered, or personalised items.

  • Bespoke or special-order items made to your specification.


Faulty or damaged items

If an item is faulty, not as described, or damaged on arrival, this does not affect your statutory rights. In those cases, please contact us as soon as possible so we can assess the issue and arrange a repair, replacement, or refund where appropriate. Under UK law, customers are entitled to a full refund for faulty goods, and online customers also have a 14-day cancellation right for change-of-mind returns.

How to return

To start a return, please contact our team with your order number and details of the item you wish to return. We will confirm with you whether the item is eligible and provide the return instructions from there. Returned items must be securely packaged and sent back in the same condition in which they were received.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be issued to the original payment method within 14 days of receiving the returned item, in line with UK consumer guidance. Where applicable, standard delivery costs may be refunded for online cancellations, but premium delivery upgrades do not need to be refunded in full.

Return postage

We will provide you with a secure and insured Royal Mail Special Delivery return bag with any purchase made. This will ensure speedy, tracked and insured postage back to us should a return and refund be required. 

 

If you have any questions, please don't hesitate to contact us directly via email or telephone. info@starjewellers.com - 0207 405 6000