Returns & Refunds

We want you to be happy with your Soie & Pierre piece. If something isn't right, we'll make it right — here's exactly how it works.

The short version

You have 30 days from receiving your order to request a return or exchange. Just email us first at c29570697@gmail.com and we'll take care of the rest. No item should be sent back without contacting us — we'll tell you exactly what to do so nothing goes astray.

Your legal right to cancel

If you're in the UK, you have a legal right to cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the goods to us. This right sits alongside our own 30-day policy — whichever gives you longer applies.

To cancel, email us at c29570697@gmail.com with your order number. You don't need to give a reason.

How to start a return

1. Email c29570697@gmail.com within 30 days of receiving your order, with your order number and what you'd like to do (refund or exchange).
2. We'll reply within 2 working days with instructions.
3. Once your return is agreed and — where needed — received back, we'll process your refund or send your exchange.

Please don't post anything back to us before you've heard from us. Because of how our pieces are sent, the right return address can vary, and we want to make sure yours arrives safely.

Condition of returned items

To be refunded or exchanged, items should be unworn, undamaged, and in their original condition. We can't accept items that show signs of wear, for hygiene and quality reasons — this is standard for jewellery. Faulty items are covered separately (see below) and this condition doesn't apply to them.

Refunds

Once your return is agreed and processed, we'll refund you within 14 days, to your original payment method. We'll always email to confirm when it's done. Depending on your bank, it can take a few extra days to appear.

Return postage

Unless your item is faulty or was sent in error, you're responsible for the cost of returning it to us. We'll confirm the return method and any cost when you contact us, so there are no surprises. If an item is faulty or we've made a mistake, we cover the full cost of putting it right.

Faulty, damaged, or wrong items

If your order arrives faulty, damaged, or isn't what you ordered, we'll sort it at no cost to you — a full refund or a replacement, whichever you prefer. Email c29570697@gmail.com within 30 days of receiving it, ideally with a photo, and we'll make it right straight away. Your rights under the Consumer Rights Act 2015 are not affected by anything in this policy.

A note on delivery times

Our pieces are dispatched carefully and typically arrive within 7–10 days. The 30-day return window starts from the day your order arrives, not the day you place it, so a longer delivery never eats into your time to decide.

Questions

Email us any time at c29570697@gmail.com — a real person reads every message, and we'd always rather hear from you than have you unsure.