Returns Policy

Our commitment

We want you to be happy with your order. This policy covers two different situations separately, because they work differently: changing your mind about an unworn item, and receiving an item that's faulty, damaged, or not what you ordered. Nothing in this policy limits any right you have under the consumer protection law of the country your order was shipped to — where those rights go further than what's written here, they apply regardless.

Change of mind

If you simply change your mind, you can request a return within 30 days of delivery.

For hygiene reasons, earrings must be unworn, with any hygienic seal on the packaging intact. If the seal has been broken, we can't accept the return unless the item is faulty, damaged, or not what you ordered — see the next section for that.

Items should be returned in their original packaging where possible.

For a change-of-mind return, return shipping is paid by you. We'll confirm the return address and any paperwork needed for customs once you contact us.

Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, email hello@g23jewellery.com with a photo and your order number. We will send a replacement or issue a full refund, and we cover return shipping in this case — you won't be asked to pay for it.

This is separate from, and not limited by, the change-of-mind window above. Your rights here come from the consumer protection law of the country your order was shipped to, and those rights aren't reduced by the unworn/sealed condition that applies to change-of-mind returns — a faulty item is a faulty item regardless of its condition.

How to return an item

Email hello@g23jewellery.com with your order number and reason for return. We will respond within 2 business days with instructions.

Refunds

Refunds are processed within 5–10 business days of receiving your return, back to your original payment method, in the same currency you were originally charged.

If for any reason we are unable to fulfil your order, or a refund is otherwise warranted, we will issue a full refund to your original payment method.

Exchanges

We do not currently offer direct exchanges. Please return your item for a refund and place a new order for the item you want.

Your statutory rights

This policy is offered in addition to, and does not replace, reduce, or exclude, any right you have under the consumer protection law that applies to you based on where your order was shipped. Where this policy is more generous than your statutory rights, this policy applies. Where your statutory rights go further than this policy, your statutory rights apply.