Refund policy

Refunds & Returns Policy

Each piece is carefully inspected before it leaves us. If anything isn’t perfect, we’ll make it right.

Returns

You may request a return within 14 days of receiving your order. Once your return has been approved, you have a further 14 days to send the item back.

To be eligible for a return, your item must be:

Unworn and unused
In its original condition
Returned with all original packaging
Accompanied by proof of purchase

We reserve the right to reduce or refuse a refund if an item is returned worn, damaged, or not in its original condition.

Non-Returnable Items

For hygiene and customisation reasons, we cannot accept returns on:

Earrings, unless faulty
Personalised or custom-made jewellery
Items showing signs of wear or damage

This does not affect your statutory rights.

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible with your order number and clear photos.

Under UK consumer law, customers may be entitled to a full refund for faulty goods within 30 days of receiving them.

Missing or Delayed Orders

If your order has not arrived within 10 days of the expected delivery date, please contact us and we’ll investigate with the courier.

If your parcel is confirmed as lost, we will offer either:

A replacement, or
A full refund

Refunds

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 5–10 working days. Processing times may vary depending on your payment provider.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We strongly recommend using a tracked delivery service, as we cannot be responsible for returns lost in transit.

✨Jewellery Care ~ keep it shining✨

Our collections are crafted using a range of materials, including durable PVD gold-plated stainless steel and carefully selected alloy pieces.

Our PVD gold-plated stainless steel jewellery is designed for everyday wear and is water-resistant, sweat resistant and hypoallergenic making it suitable for regular use, including occasional contact with water.

Our alloy-based pieces are more delicate and best suited for occasional wear. To preserve their finish, we recommend avoiding contact with water, perfumes, lotions, and chemicals, and storing them carefully when not in use.

To maintain the beauty of all our jewellery, we advise minimising exposure to moisture and harsh substances wherever possible.

As with all jewellery, natural wear over time is expected and is not considered a manufacturing fault.

How to Start a Return

To request a return, please contact us via:

Email: Hello@freeandgrace.co.uk

Instagram: freeandgrace

Registered Address

We operate as an online-based business. A full correspondence address is available upon request.

Please include: