Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@whimsysteel.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@whimsysteel.com.

Refund Policy

4.1 Ready-to-Wear Jewellery

Once we receive and inspect your returned item:

  • Approval: If the return is approved, a refund will be issued to your original payment method within 5 business days. Please note that it may take additional time for the refund to appear on your statement depending on your payment provider.
  • Deductions: Original shipping fees are non-refundable unless the return is due to a defect or error. A restocking fee of 10% will be deducted from your refund.

4.2 Custom-Made Jewellery

Refunds for custom-made jewellery are only available if:

  • The item is defective or not as ordered.
  • In such cases, once the defect is confirmed, a full refund or a replacement (at your discretion) will be provided.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If your jewellery arrives damaged or defective:

  • Reporting: Contact us within 2 working days of receiving your order, providing photos of the damage or defect.
  • Resolution: We will arrange for a return, repair, replacement, or refund, depending on the circumstances.

 

Exceptions / non-returnable items

The following items are non-returnable and non-refundable:

  • Final Sale Items: Products marked as "Sale" or "Clearance."
  • Gift Cards: Gift cards are non-returnable and non-refundable.
  • Made to Order/Personalised/Custom Items: Items with engravings, special designs, or any form of personalization/customisation.
  • Pierced Jewellery.

 

Exchanges

  • Ready-to-Wear Jewellery: If you wish to exchange an item for a different size or style, please initiate a return and place a new order. We do not offer direct exchanges.
  • Custom-Made Jewellery: Due to the personalised nature of custom orders, exchanges are not available.

 

Shipping the Return

  • Packaging: Carefully repackage the item in its original packaging to prevent damage during shipping.
  • Shipping Costs: The customer is responsible for return shipping costs unless the return is due to a defect or error on our part.
  • Tracking: We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for lost or damaged returns.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. This applies to all products except items mentioned above as non-returnable. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 working days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.Â