Returns

Do you accept returns or offer exchanges if I change my mind about an item?

We hope that you are delighted with your jewellery, however, if you are not we will happily organise a refund or exchange for you, (certain items are non refundable, please see below) providing that you notify us within 14 days of purchase and the item is unused, in the same condition that you received it and in the original packaging. After notifying us of your return you then have 14 days to return the items to us so that we can process your exchange/refund.

We do not take responsibility for or replace any jewellery that has clearly not been cared for appropriately as per the recommendations in our care guide.

Do you accept returns or offer exchanges if an item is damaged or faulty?

All of our items udergo a rigorous quality check before they are dispatched but there may be rare occasions where a fault is missed, or an item becomes damaged in transit. If you receive a faulty or damaged item, this is covered by our 6-month warranty.

Please email us on customerservices@decadorn.com with your order number and a photo of the item to organise a return and replacement.

Please do not attempt to repair an item yourself as this will void your warranty.

What items cannot be returned or exchanged?

The following items are non-cancellable, non-refundable and non-exchangeable:

Personalised items that are custom made and/or ordered with your choice of letter or symbol or another customised aspect that makes the item unique to your requirements and therefore cannot be re-sold. This includes all 'Create Your Own' products as these are made bespokly to your chosen combination.
For hygiene reasons, we are unable to accept returns on earrings (unless faulty).
Sale items (unless faulty) are non refundable but can be exchanged.

If you purchased a Decadorn item from one of our independent stockists, you must return the item to them directly - we cannot accept returns on items that have not been purchased directly through our website.

Can I order lots of items so I can see them and then return the ones I don’t want?

While we appreciate that sometimes an item is just not right and you will want to return it, we do want to note that we are an independent business and hand-finish all items to order in our studio (we do not dispatch ready made items from a warehouse).

We therefore discourage purchasing lots of items with the intention of only keeping one or two. Unfortunately, if too many people did this we would not be able to continue operating.

If you require any help in choosing items to meet your needs our customer care team would be happy to help - they can be contacted on customerservices@decadorn.com.

The item I received is not what I ordered. What should I do?

All of our orders are individually handled by on of our team members in our Bath Studio and it is rare that an incorrect order is sent. But, if this does happen please let us know within 14 days from the date of purchase and we can organise for the item to be returned and the correct item to be sent. The item must be unused, in the same condition that you received it and in the original packaging. Please email customerservices@decadorn.com to organise this.

How can I return my Items?

To begin the return/exchange process please email customerservices@decadorn.com with the following information:

Your name
Your order number
Your reason for wanting a return/exchange
A photo of the item if returning due damage or a fault
Whether you want a return or an exchange, and if an exchange - what product you’d like instead.

If you are returning the item because you have changed your mind, you will be responsible for paying for your own postage costs for returning the item. Shipping costs are non-refundable. Please use a trackable method (such as Royal Mail recorded delivery) to ensure safe delivery to our studio. We cannot be held responsible for returns that are lost in transit.

If you are returning the item because it is damaged, faulty or the incorrect item was sent, Decadorn will cover all of the associated return shipping costs and will provide instructions on what you need to do.

Once your return is received back with us and inspected, we will send you an email to notify you that we have received your returned item and what will happen next.

How long does it take to receive a refund?

We aim to process all returned orders within 7 working days. However in some cases, this time frame may be extended to 14 working days during the busy time of year. All refunds will be credited to the original credit card. Please note that if a refund/exchange is due to change of mind, shipping costs are not refundable.