Returns & Exchanges

At Truly Jewellery, every piece is made to be cherished.

If something isn’t quite right, we’re here to make the process effortless.

Our Returns Promise

We offer a 14-day returns policy from the date your order arrives.

This gives you time to ensure your jewellery feels just right — because it should.

What Can Be Returned

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

Unworn and in perfect condition

In its original Truly Jewellery packaging

Accompanied by your order confirmation

Please note:

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

Earrings

Custom or personalised pieces

Sale items (unless faulty)

Our Returns Process

A clear, step-by-step experience — just as it should be.

1. Request Your Return

Email us at sales@trulyjewellery.co.uk with:

Your order number

The item(s) you’d like to return

A short note on the reason

 We Review & Approve

We’ll carefully review your request and reply with:

Confirmation of eligibility

Your return instructions

Send It Back Securely

Repackage your item with care

Use a tracked delivery service (recommended)

Return shipping costs are the responsibility of the customer unless the item is faulty.

 Inspection

Once your return arrives, we will:

Inspect your piece within 3–5 working days

Notify you once it has been processed.

 Refund or Exchange

If approved:

Your refund will be issued within 5–10 working days

Or your exchange will be sent out promptly.

Refunds

Refunds are made to your original payment method.

Please note:

Original shipping costs are non-refundable

If a return does not meet our policy, it will be returned to you.

Exchanges

We’re happy to offer exchanges for items that arrive:

Damaged

Faulty

Incorrect

Simply follow the returns process above — we’ll take care of the rest.

Faulty or Damaged Pieces

We take great pride in our craftsmanship.

If your piece arrives less than perfect:

Contact us within 48 hours of delivery

Include clear images of the issue

We will resolve this with care and priority.

Gift Returns

If your order was a gift:

You may receive a store credit to choose something you truly love.

Need to Return an Item?

Your return address will be shared once your request has been approved.

We’re Here for You

If you need any support, guidance, or reassurance:

Email us at sales@trulyjewellery.co.uk, or complete the returns form below

We’re always happy to help.