Refund policy
This returns and refunds policy is for orders delivered to the United Kingdom and Australia. We want you to be completely happy with what you buy. If you’re not, you have 30 days from delivery to tell us you want to return it. Our 30-day returns are our own policy: they’re in addition to your legal rights, which they don’t affect.
Our 30-day returns
You can ask to return any piece within 30 days of the day it’s delivered, for any reason. What we ask:
- try it on as you would in a shop: if it’s been worn beyond that, we may deduct the loss in value from your refund
- if you can, send it back in its original packaging, with any pouches and labels, so it travels safely
Exceptions:
- earrings: for hygiene reasons, only if the sealed packaging hasn’t been opened, unless they’re faulty
- personalised pieces (made just for you, for example with a name) can’t be returned for a change of mind; if they’re faulty, your rights always apply
If you live in the UK: your legal right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order within 14 days without giving any reason. The 14 days start the day after you, or someone you name (other than the courier), receive the jewellery. If your order arrives in more than one parcel, they start the day after the last parcel arrives.
During these 14 days, the conditions of our 30-day returns don’t limit your right to cancel. You can try the jewellery on and handle it as you would in a shop, and you don’t have to send it back in its original packaging (but please do if you can, so it travels safely). If you handle it more than you’d need to see what it is, its features and how it works, we may reduce your refund to reflect the loss in value.
The right to cancel doesn’t apply to:
- pieces made to your specifications or clearly personalised (for example with a name)
- earrings sealed for health protection and hygiene reasons, if you open the seal after delivery
These exceptions never apply if a piece is faulty.
To cancel, tell us clearly before the 14 days are up: email info@uppereastjewels.com or write to [COMPANY NAME], [REGISTERED ADDRESS]. You can use the model cancellation form at the end of this policy, but you don’t have to. It’s enough to send your message before the 14 days end. You then need to send the jewellery back within 14 days of the day you told us.
We refund everything you paid for the pieces you return, including the standard delivery charge if you cancel your whole order. We do this within 14 days of the day we receive the pieces back, or the day you send us proof that you’ve posted them, whichever is sooner. If you chose a more expensive delivery option than our cheapest standard delivery, we don’t have to refund the extra cost.
If you live in Australia
Australian law doesn’t require shops to accept returns when you change your mind: our 30-day returns are our own policy, on the conditions above. If a piece is faulty, your rights under the Australian Consumer Law always apply, whatever the conditions above say (see “Faulty or damaged pieces” below).
How to return a piece
- Email info@uppereastjewels.com within 30 days of delivery with your name, your order number and the pieces you’re returning. Telling us why helps us improve, but you don’t have to.
- We confirm by email and send you the instructions, the returns address and, if return postage is on us, a prepaid returns label.
- Pack the jewellery and post it within 14 days of telling us. Keep your proof of postage.
Returns address: [RETURNS ADDRESS]
Who pays for return postage
UK: [UK RETURN POSTAGE: free, with our prepaid label / paid by you]
Australia: [AU RETURN POSTAGE: free, with our prepaid label / paid by you]
If a piece is faulty, damaged or not what you ordered, we always pay the postage.
Refunds
Once we’ve received and checked your return, we refund you within 14 days, to the same payment method you used, unless we agree otherwise with you. Refunds are free of charge, and we email you when we’ve processed yours. If you live in the UK and you cancel within the 14-day period, the refund rules in the UK section above apply.
Faulty or damaged pieces
If a piece arrives faulty or damaged, isn’t what you ordered, or develops a fault later, email info@uppereastjewels.com as soon as you notice, with a photo. We’ll replace it or refund you, whichever you prefer, including all postage costs, and we won’t ask you to send the faulty piece back unless we need to.
If you live in the UK: under the Consumer Rights Act 2015, the jewellery must be of satisfactory quality, fit for purpose and as described. If it isn’t, you can reject it and get a full refund within 30 days of delivery. After that, or if you prefer, you can ask for a repair or a replacement; if that isn’t possible or doesn’t fix the problem, you can get a price reduction or a refund. A fault that shows up within 6 months of delivery is assumed to have been there from the start, unless we can prove otherwise. You can have up to 6 years from delivery to bring a claim (5 years in Scotland).
If you live in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These promises and our lifetime guarantee are given by [COMPANY NAME], [REGISTERED ADDRESS], phone [PHONE NUMBER], info@uppereastjewels.com.
Lifetime anti-tarnish guarantee
All our jewellery comes with a lifetime guarantee against tarnishing. If the plating tarnishes, flakes or peels with normal wear, email garanzia@uppereastjewels.com with your order number and a photo. We reply within 5 working days, and you choose: a new piece, store credit worth the price you paid +10% (valid for 12 months) or a refund. We pay the postage. The benefits of this guarantee are in addition to your other rights and remedies under the law. The full terms are on our Guarantee page.
Model cancellation form (UK)
(Complete and return this form only if you wish to cancel the contract.)
To: [COMPANY NAME], [REGISTERED ADDRESS], info@uppereastjewels.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
Questions
For any questions about returns: info@uppereastjewels.com
Last updated: 29 October 2026
