Returns & Refunds Policy

Last updated: 20 July 2026

At Symbol & Stone, we hope you love your jewellery. If you're not completely happy with your purchase, we're here to help.

This policy explains your rights and how returns, refunds and exchanges are handled.

1. Your Right to Return

If you have changed your mind, you may return your order within 14 days of receiving it in accordance with the Consumer Contracts Regulations 2013.

After notifying us that you wish to return your order, you have a further 14 days to send the item back.

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

Unworn and unused
In its original condition
Returned with all original packaging
Free from damage or signs of wear

Please take reasonable care of the item while it is in your possession.

2. How to Arrange a Return

To request a return, please contact us before sending your item back.

Please include:

Your name
Order number
The item(s) you wish to return
The reason for your return (optional but appreciated)

We will provide instructions on how to return your order.

Unless the item is faulty or incorrect, the cost of returning the item is the customer's responsibility.

We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

3. Refunds

Once your returned item has been received and inspected, we will notify you that your refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been posted back, whichever comes first.

Original delivery charges will be refunded where required by law.

Any enhanced delivery services selected at checkout (such as express delivery) are not normally refundable unless required under applicable consumer legislation.

4. Exchanges

If you would like a different item, gemstone or chain length, we recommend placing a new order after your return has been processed.

If you are unsure which option is best, please contact us and we will be happy to help.

5. Faulty, Damaged or Incorrect Items

If your order arrives:

Damaged
Faulty
Incorrect
Not as described

please contact us as soon as possible, ideally within 30 days of receiving your order.

Please include:

Your order number
A description of the issue
Clear photographs where possible

Where an item is confirmed to be faulty or supplied in error, we will offer an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include:

A repair
A replacement
A full refund

If a return is required because the item is faulty or incorrect, we will cover the reasonable cost of return postage.

6. Non-Returnable Items

For hygiene reasons, earrings cannot be returned if they have been worn or if the hygiene seal (where applicable) has been broken, unless they are faulty.

We also cannot accept returns for: