Refund policy

Last updated: 4 November 2026

We want you to feel confident shopping with SWAO Jewels. This policy explains how to cancel an online purchase, return an item and request help with a problem.

Changing your mind

You may cancel an eligible online purchase without giving a reason by notifying us within 14 days after the day you receive your goods.

After notifying us, you have a further 14 days to send the goods back.

Email support@swaojewels.co.uk with your order number and a clear statement that you wish to cancel. You may also use the cancellation form below. You do not need to wait for an approval email to exercise your cancellation rights.

Returning your items

Please send returns to:

SWAO Jewels — Returns
139 Station Road
Portsmouth, PO3 5BQ
United Kingdom

Include your name and order number so we can identify your return.

Please take reasonable care of the goods and return any included accessories, certificates and packaging where possible. You may inspect goods as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Original packaging is helpful, but its absence does not automatically remove your statutory rights.

Return postage

For change-of-mind returns, you pay the direct cost of return postage. We recommend a suitably insured service and retaining proof of posting.

If an item is faulty, damaged on arrival or incorrectly supplied, we will arrange or reimburse reasonable return postage costs. Contact us so we can explain the return arrangements.

Refunds

For an eligible cancellation, we will refund the returned goods and, where the whole order is cancelled, the cost of our least expensive standard outbound delivery option. Any additional amount paid for an upgraded delivery service is not refundable under the cancellation right.

Refunds are made using your original payment method unless you expressly agree otherwise. We will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

We do not charge a restocking fee.

Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for purpose and as described.

If they do not meet these requirements, you normally have a 30-day short-term right to reject them for a refund, subject to the applicable legal conditions. Other rights, including repair, replacement, a price reduction or a later refund, may apply after that period.

Please contact us promptly with your order number and a description of the problem. Photographs can help us investigate but are not a condition of your statutory rights.

Earrings and sale items

Sale items have the same statutory rights as full-price items.

We do not apply a blanket “no returns on earrings” rule. Please avoid wearing earrings beyond necessary inspection. Any lawful hygiene-related cancellation exception must apply to the particular product and be clearly disclosed before purchase.

Exchanges

Contact us if you would prefer an exchange. Exchanges depend on availability. You may instead return an eligible item for a refund and place a new order.

Nothing in this policy limits your statutory consumer rights.

Optional cancellation form

To: SWAO Jewels, 139 Station Road, Portsmouth, PO3 5BQ, United Kingdom
Email: support@swaojewels.co.uk

I give notice that I cancel my contract for the following goods:

Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if submitting on paper:

The cancellation periods, standard delivery refund and faulty-goods provisions above reflect UK consumer requirements.