Returns & Refunds

How to return

1. Request your return within 30 days of deliveryUse the Return Portal with your order number and email, or write to hello@goldenhornjewellery.com. Items sent back without a request first can't be accepted.
2. Pack the piece in its original boxUnworn, unused, with any tags attached and the receipt or proof of purchase. Every return is inspected on arrival, so the packaging needs to be intact.
3. Post it within 14 days of your requestSend it to Golden Horn Jewellery, 1 Mentmore Terrace, London E8 3PN, using a tracked and insured service, and keep your proof of postage.

What can be returned

Eligible pieces bought on goldenhornjewellery.com, including Archive Sale pieces and standard pre-orders, can be returned unworn, unused and in their original packaging. The personalised-item exception is explained below.

Pre-orders and personalised items

Standard pre-orders and standard items made after you order are eligible for our usual returns policy: request a return within 30 days of delivery, then send the item back within 14 days of your request. Only items personalised or made or altered to your individual specifications are excluded from change-of-mind returns. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Return postage

For change-of-mind returns, postage is at your expense. If a piece is faulty, damaged, incorrect or not as described, we cover the return postage; contact us before posting so we can send the right instructions.

Refunds

We'll let you know once your return has arrived and been inspected, and whether it's approved. Approved refunds go back to your original payment method within 10 working days, subject to any shorter statutory deadline; your bank may take a few more days to show it. If it's been more than 15 working days since approval, email us.

Exchanges

Every piece is made by hand and most designs exist in just one or two examples, so we can't promise an exchange. The quickest route is to return the piece and place a new order. If you're unsure about a size or a detail before buying, email us and we'll send extra photos.

Faulty or damaged items

Please inspect your order when it arrives and contact us straight away if a piece is defective, damaged or wrong, so we can put it right. Returned faulty items are inspected; if the damage is from wear and tear it may not be accepted as faulty, in which case redelivery is at your cost.

Orders shipped to the EU

If your order was shipped into the European Union you also have the right to cancel within 14 days of receiving it, for any reason. The same condition rules apply: unworn, with tags, in the original packaging, with proof of purchase.