Returns Policy 

If you are not satisfied with your purchase, or simply change your mind, then you can return your item within 14 days of receiving your order by following the returns process below:

The item you wish to return for a refund or exchange must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used are not refundable or exchangeable.

Earrings Returns and Exchange

Please note we do not accept returns of pierced earrings for reasons of hygiene. However, earrings may be returned within 14 days if they are unworn and in their original condition.

Bespoke Items Returns and Exchange

Please note that we're unable to accept an exchange of a bespoke or commission order which may include bridal brooch bouquets, bespoke hair accessories and jewellery.

Resizing and other customization

In cases where a different size is required, we will either resize the original item or order a new one in the correct size, subject to the agreement of the designer. As most of the jewellery in store is individually hand-made and often contains natural gemstones, there may be slight differentiations in size or colour.

Damage and Repair

We cannot repair damage to any items that are returned later than 3 months from the date of purchase. Any damage incurred by the customer from misuse cannot be repaired or will be repaired at the cost of the customer.

Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this. Natural gemstone inclusion and differentiation in colour is not a fault.

Refund

In the case of a refund, a full refund of the item/s will be made to your card or original method of payment. For in store return for online order, a refund will be made to your card or PayPal via our website site.

Exchange

If you require a different size or want to exchange what you’ve bought for another piece of jewellery, we are happy to offer exchanges within 14 days of purchase. To proceed with an exchange, please follow our procedure for returns. The original item must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided.

If the new item is more expensive, you will need to pay for the extra amount and subsequently we’ll refund you your money if the item is of a lower value.

 For any further inquiries regarding our returns and refund policies, please email us on urbansheuk@gmail.com with your order number for further assistance.