RETURNS AND REFUNDS

If you're not happy, then we're not happy. If you are not completely satisfied with your purchase then you can simply return the item(s) to us in their original condition* within 30 days of receipt. This includes sale items and items purchased with a promotional code.
We will issue a refund or exchange upon receipt and examination. Items should wherever possible be returned in their original (or similarly robust) packaging.
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When you return your order, just pop your returns note in the parcel with the following details marked on it:
  • Your unique order number
  • Details of which items you’re returning for a refund or exchange
  • Returns authorisation number 
If you would like to request an exchange or refund and have read our policy below please click here to obtain a returns authorisation number.

UK EXCHANGE 

Customers can exchange an item for a different size or colour of the same item. If you would like a different item, then you will need to return the unwanted item for a refund and place a new order. If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead.

You can return any unwanted items to us within 30 days of delivery, provided the items are unworn.*Please note that you are free to use any method of return that you wish so long as it is posted to the address provided and the package contains your unique returns authorisation number.

Before you send your item(s) please 

click here 

to request a returns authorisation number.

 

UK PROCESSING

We’ll send you an email as soon as we’ve received your return in its original condition. The email will be sent to the same email address as your order confirmation. Once received, we will process your request for a refund or exchange, this is usually done within 1-3 working days. 

After receiving the confirmation email, please allow a further 5-10 working days for your refund to return to your account. This time frame is dictated by your bank or card issuer and is outside of our control.

UK Refunds Processing: 

Your refund will be credited to the same card or payment method with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.

UK Exchange Processing:

Once the returns processing is complete we will ship UK exchange item(s) free of charge to the same address as the original order. All exchanges will be shipped 2nd class via the Royal Mail Postal service. We will notify you via email when your exchange item(s) have been dispatched. 

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INTERNATIONAL RETURNS & REFUNDS

We can’t offer an exchange on returned items but you can send something back for a full refund and then place a new order for the size, colour or item you’d prefer. Before you send your item(s) please click here to request a returns authorisation number.

You can return your parcel using any postal service. Please note - you'll need to cover the postage costs yourself. 

If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods” or similar.

If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive returned products.

The parcel remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it and should be covered by the courier. When you return your order, just pop your returns note in the parcel with the following details marked on it:

  • Your order number
  • Which items you’re returning for a refund
  • Returns authorisation number
For international returns it can take up to 21 working days (excluding weekends and public holidays) for your return to be delivered back to us in the UK, depending on your location and which postal service you use. *Please note working days do not include weekends and public holidays.
We’ll send you an email as soon as we’ve received your return in its original condition. Once received, we'll refund your original payment method - this is usually done within 1-3 working days.
INTERNATIONAL RETURNS PROCESSING
We’ll send you an email as soon as we’ve received your return in its original condition. The email will be sent to the same email address as your order confirmation.
Once received, we will process your request for a refund, this is usually done within 1-3 working days.
Once a refund is processed you will receive a confirmation email.
The email will be sent to the same email address as your order confirmation. After receiving the confirmation email, please allow a further 5-10 working days for the refund to return to your account.
This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card or payment method with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.
SIZE GUIDE
 Ring Sizes

How to find the perfect fit at home:

  1. Using a ring that you already own, carefully draw around the inside of the ring on a piece of paper. 
  2. Then measure across the inside circle of the drawing to find the diameter.
  3. Use the table below to workout the size of the ring you have just measured.
  4. If the intended finger is not the same size as the ring that you have measured then simply choose the size below or above that measurement.
  5. If the measurement falls between two sizes, we suggest that you order the larger size.

For additional help with sizing please click here

For a downloadable tool to determine your ring size click here

 

Ring Size Chart

Size Inside diameter (mm) British & Australian US & Canada
XXXS 14 F 3
XXS 14.9 4
Extra - Small 15.7 5
Small 16.5 - 16.71  L-½ - M 6 - 6¼
Medium 17.3 - 17.45 O- O½ 7 - 7¼
Large 18.2 - 18.35 Q - Q½ 8 - 8¼
Extra - Large 19 - 19.5 R½ - S 9 - 9¼
Necklace Length

 VELVET HEAD necklaces are available in sizes 12", 18", 20" and 32". To give you an idea of what these lengths may look like on you, please use the visual below:

  

 

Customise Your Necklace 

All of our chains are handmade in-house, so this allows us to customise any of our pendants with your preferred type of chain style and length. If you wish to purchase one of our pendants and would like a customised chain then please click here.

 

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