Refund policy
Returns and Refunds
We want you to be happy with what you ordered. If it isn't right, you have 30 days from the date your order is delivered to request a return.
Nothing in this policy affects any statutory rights you have under the consumer law of your own country.
What we can accept
To be eligible for a return, an item must be:
- Requested within 30 days of delivery
- Unworn and undamaged, in the same condition you received it
- Returned in its original pouch or gift box, with any printed message card included
- Authorised by us before you send it back
What we cannot accept
- Earrings and earring backings once the sealed packaging has been opened. This is for hygiene reasons and is standard for pierced-ear products. It does not apply if the item arrived faulty.
- Items that have been worn, resized, altered, or damaged after delivery
- Items returned without their original packaging, where that packaging formed part of the product
- Items sent back to us without prior authorisation
- Requests made more than 30 days after delivery
How to start a return
- Email support@shopcalderco.com with your order number and which item you would like to return.
- We will reply within 24 hours with return instructions and the return address.
- Send the item back within 14 days of receiving those instructions.
Please do not send anything back before you have heard from us. We cannot guarantee a refund for unauthorised returns, and parcels sent to the wrong address may not reach us at all.
Return postage
Return postage is paid by you, unless the item arrived faulty, damaged, or was not what you ordered, in which case we cover the return cost and refund you in full including your original shipping.
We strongly recommend using a tracked service. Until a return reaches us it remains your responsibility, and we cannot refund an item we have not received.
Refunds
Once your return arrives and has been inspected, we will email you to confirm. Approved refunds are issued to your original payment method within 5 to 7 business days. Your bank or card issuer may take a few days beyond that to show the funds.
Original shipping charges are refunded only where the return is due to a fault, damage, or our error.
Faulty or damaged items
If your order arrives damaged or faulty, email us within 48 hours of delivery with your order number and clear photos of the item and its packaging. We will arrange a replacement or a full refund, including postage, at no cost to you.
Wrong item received
If we have sent the wrong item, let us know within 7 days of delivery and we will put it right at our expense.
Exchanges
Ordered the wrong ring size or would prefer a different colour? Email us within 30 days of delivery and we will arrange an exchange, subject to availability. Our Sizing and Care guide can help you get it right first time.
Cancelling an order
Orders are processed quickly. If you need to cancel, email us as soon as possible and within 12 hours of ordering. If the order has not yet been dispatched we will cancel and refund it in full. Once an order has shipped it cannot be cancelled, but you can return it under this policy.
Incorrect delivery addresses
Please check your address carefully at checkout. We ship to the address provided on the order. If an address is entered incorrectly and the parcel is lost or delivered elsewhere as a result, we are not able to offer a replacement or refund. If the order has not shipped yet, email us and we will correct it free of charge.
Refused, unclaimed and returned parcels
If a parcel is refused at the door, or is not collected from a depot or pickup point and is returned to us, we will refund the value of the goods once it arrives back. Original and return shipping costs are not refundable in these cases.
Parcels marked as delivered
If tracking shows your parcel as delivered but you cannot find it, please check with your household, neighbours and building manager, and look for a carrier card. Then email us within 7 days of the delivery scan and we will open an investigation with the carrier.
Where a carrier confirms delivery to the address given on the order, we are not able to offer an automatic refund, but we will always work with you and the carrier to try to resolve it.
Lost parcels
Tracking sometimes pauses for a few days while a parcel moves between carriers or clears customs. If your tracking has not updated in 10 business days, email us and we will chase it. If a parcel is confirmed lost in transit, we will replace it or refund you in full.
Sale items
Discounted items are returnable on the same terms as everything else, unless a product page explicitly states that the item is final sale.
Fair use of this policy
This policy is written to be generous, and the overwhelming majority of our customers use it in good faith. We reserve the right to decline a return, refuse a future order, or close an account where we see a pattern of behaviour clearly outside the spirit of it, for example repeated returns of worn items, an unusually high proportion of orders returned or reported as undelivered, or returns of items that are not ours. We will always explain our reasoning if this happens.
Payment disputes
If something has gone wrong with your order, please contact us first at support@shopcalderco.com. We reply within 24 hours and we would genuinely rather fix it than have you go through your bank. It is faster for you and simpler for us.
Where a chargeback is raised without any prior contact, we will respond to your bank or card issuer with the order record, tracking and delivery confirmation, and any correspondence relating to the order. Raising a chargeback does not extend or replace the timeframes set out in this policy.
Getting in touch
Any questions about a return, email support@shopcalderco.com. We reply within 24 hours.