Returns & Refunds

Our promise

If a piece is not right, you may return it within 30 days of delivery for a full refund or exchange, provided it is unworn, undamaged and returned in its original packaging with the care card and pouch.

How to start a return

1. Email care@enroutejewellry.store with your order number and the items you would like to return.
2. We reply within one working day with a return authorisation and address.
3. Pack the item securely in its original box and include the return slip.
4. Send it with a tracked service and keep your proof of postage.

Return shipping costs

UK returns are free using the prepaid label we provide. International return postage is paid by the customer unless the item is faulty or incorrect. We are not responsible for returns lost in transit, so please use a tracked service.

Refunds

Once your return is received and inspected — usually within 2 working days of arrival — we issue a refund to your original payment method. Your bank may take a further 5–10 working days to show the funds. Original shipping charges are refunded only when the entire order is returned or the item was faulty.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order. If you would prefer a direct exchange for a different size or metal, tell us in your return email and we will reserve the replacement for you.

Items we cannot accept

• Pierced earrings, for hygiene reasons, unless faulty on arrival
• Engraved, resized or otherwise personalised pieces
• Gift cards
• Items showing signs of wear, scratching, or altered plating
• Sale items marked "final sale" at the time of purchase

Faulty or incorrect items

Every piece is covered by a two-year warranty against manufacturing faults. If something arrives faulty or is not what you ordered, contact us within 48 hours with photographs and we will repair, replace or refund the item, including all postage costs. This does not affect your statutory rights under the Consumer Rights Act 2015.

Cancelling an order

Orders can be cancelled free of charge before dispatch — email us as soon as possible. Under UK distance selling rules you also have a 14-day cooling-off period from the day you receive the goods, which runs alongside our longer 30-day returns window.