Refund policy

Returns & Exchanges Policy

At Anayah Jewellery, each piece is handcrafted and produced in limited quantities. Due to the nature of our products and for hygiene reasons, not all items are eligible for return.

How to Request a Return or Exchange

Eligible return requests must be submitted through our Returns Portal by logging into your customer account.

Return requests submitted outside the Returns Portal may not be processed.

If your return request is approved, you will receive return instructions, the appropriate return address, and any packaging requirements.

Non-Returnable Items

The following items are not eligible for return, exchange, or refund unless faulty:

• Earrings and jewellery sets containing earrings (for hygiene and safety reasons)
• Custom-made items
• Personalised items
• Bespoke orders
• Sale items
• Gift cards

Eligible Returns

Where a return is accepted, items must:

• Be unworn and unused
• Be in their original packaging
• Have all tags attached
• Include all original stones, components, accessories, and presentation materials
• Be returned in substantially the same condition as received

Items returned with missing parts, damage, signs of wear, alterations, or unauthorised repairs may be rejected.

Faulty, Damaged or Incorrect Items

If you believe you have received a faulty, damaged, or incorrect item, you must notify us within 48 hours of delivery by emailing support@anayahjewellery.com and providing photographs of:

• The item
• The packaging
• The shipping label

We may request additional information before determining eligibility for a repair, replacement, exchange, store credit, or refund.

Store Credit

Approved discretionary returns are generally issued as store credit.

Store credit will only be issued once the returned item has been received, inspected, and approved by our Quality Control team.

Return Shipping Costs

Customers are responsible for return shipping costs unless otherwise agreed by Anayah Jewellery.

Refused Deliveries and Customs Charges

For international orders, customs duties, taxes, and import charges are the responsibility of the customer unless otherwise stated.

If a shipment is refused, abandoned, unclaimed, or returned due to unpaid customs charges, any refund may be reduced by shipping costs, return shipping costs, customs charges, handling fees, storage fees, destruction fees, and any other costs incurred by Anayah Jewellery.

Condition of Returned Goods

Refunds, exchanges, or store credit may be refused where the returned item is incomplete, altered, damaged after delivery, missing stones or components, or materially different from the item originally supplied.

Refunds Will Not Be Issued

Refunds will not be issued where:

• The item has been worn, used, altered, damaged, or repaired after delivery.
• The item is returned with missing stones, components, tags, packaging, or accessories.
• The item displays signs of wear and tear.
• The issue relates solely to minor variations in colour, stone characteristics, or finish resulting from the handmade nature of the product.
• The customer has provided an incorrect delivery address.
• Delivery has been refused, abandoned, or left unclaimed.
• Customs duties or import charges remain unpaid.
• The item falls within a non-returnable category listed above.

International Orders

Due to the complexity, cost, customs requirements, and administrative burden associated with international returns, Anayah Jewellery does not generally accept returns from customers located outside the United Kingdom.

Bespoke and Custom Orders

Custom-made, personalised, and bespoke orders are produced specifically to customer requirements.

Once production, sourcing, or manufacturing has commenced, cancellation may no longer be possible.

Any approved cancellation after work has commenced may be subject to deductions reflecting reasonable costs already incurred, including materials, labour, sourcing, production, and payment processing costs.