Refund policy

Returns and Refund Policy

We hope you love your jewellery from The Accessory Haus. If there is a problem with your order, please contact us and we will do our best to resolve it.

Standard items

For standard, non-personalised items purchased online, you have 14 days from the day after receiving your order to tell us that you wish to return it.

After notifying us, you must return the item within a further 14 days.

Returned items must be unworn, unused and in their original condition. Please include your order number or proof of purchase.

Build Your Own and customised jewellery

Our Build Your Own bracelets, necklaces, keychains and other customised products are individually assembled according to the chain, charms, quantities and design choices selected by the customer.

Because these products are made to your chosen specification, we cannot accept returns or exchanges simply because you have changed your mind.

Please check your selections carefully before completing your order.

This does not affect your rights if your item arrives faulty, damaged, incorrectly made or different from what you ordered.

Earrings and hygiene

For hygiene reasons, earrings cannot be returned or exchanged once their sealed hygiene packaging has been opened or broken.

Unopened earrings with the hygiene seal completely intact may be returned in accordance with the standard returns process.

This exclusion does not apply if the earrings are faulty, damaged or incorrect.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives. If an item is damaged, faulty, incorrectly made or you receive the wrong item, contact us as soon as possible at theaccessoryhausuk@gmail.com.

Please include:

• Your order number
• A description of the problem
• Clear photographs or a video showing the item and packaging

If the item is confirmed as faulty, damaged or incorrect, we will arrange an appropriate replacement, repair or refund and cover reasonable return postage where a return is required.

Your statutory rights under UK consumer law are not affected by this policy.

Starting a return

Before returning anything, please contact theaccessoryhausuk@gmail.com with your order number and reason for the return.

If your return is accepted, we will provide instructions and the correct return address.

Please do not send items back without contacting us first, as this may delay or prevent us from identifying and processing your return.

Return postage

For eligible change-of-mind returns, the customer is responsible for return postage costs.

We recommend using a tracked postal service and retaining proof of postage. The Accessory Haus cannot be responsible for returned parcels that are lost or damaged in transit.

If an item is faulty, damaged or incorrect, we will cover reasonable return postage costs where a return is required.

Original standard delivery charges will be refunded where required by law. Any additional cost paid for express or upgraded delivery will not normally be refunded.

Condition of returns

Customers may inspect an item as they reasonably would in a shop. We may reduce the refund where an item has been handled beyond what is reasonably necessary and its value has been reduced.

Items should be returned securely packaged to prevent damage during transit.

Exchanges

We do not currently offer direct exchanges.

For an eligible standard item, please return it for a refund and place a new order. Customised jewellery and earrings with a broken hygiene seal cannot be exchanged unless they are faulty, damaged or incorrect.

Sale items and gift cards

Eligible sale items have the same cancellation rights as other standard products unless they are customised or otherwise legally excluded from returns.

Gift cards cannot normally be returned or exchanged for cash, except where required by law.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, where applicable.

Your bank or payment provider may take additional time to display the refund in your account.

Contact us

For return or refund questions, contact:

theaccessoryhausuk@gmail.com