Refund policy

Please read the information below to find out more about returns and refunds.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is faulty or damaged, not as describe, or if you receive the wrong item so we can evaluate the issue and make it right. You can find details for contacting us in the relevant sections of our return and refund policy. Please note: We will only accept items sent back to us after first requesting a return.

Non-Refundable Products

The following products will not be eligible for refund, exchange or replacement (unless faulty, damaged upon delivery, not as described, or you receive the wrong item).

Products received over 30 days ago
Pierce earrings for hygiene reasons
Products that have been opened or unsealed (other than where necessary to inspect)
Products without original packaging, labels, or tags
Products or packaging in poor condition
Where a product has been personalised for you or made to your specific measurements
Tarnished/faded jewellery items
Items damaged due to misuse, neglect, or care inconsistent with our jewellery care guidelines.
Items damaged due to use of jewellery cleaners. We recommend using only the cleaning cloth provided or specified in our jewellery care guidelines.

We appreciate your understanding and cooperation in maintaining the quality of our products.

Your responsibilities when returning items

Returned items are your responsibility until your items reach us. All items are sent in reusable packaging that you can use to return your items (black box and green mailer). Please ensure that you pack items securely to prevent damage during transit and that you get proof of postage.

We recommend returning items via Royal Mail Special Delivery postage for increased protection for your returned items. You must cover the cost of returning your products; this does not apply to faulty, damaged items, not as described or if you receive the wrong item.

Shipping cost refund

Orders £45 or more

Shipping costs are free for orders of £45 or more; no shipping cost refund will be due.

If the total cost of your order is £45 or more, and you return any items in that order which, takes your order total below £45. We will deduct the shipping cost from your refund amount before issuing a refund using the original payment method used when you placed the order.

Orders below £45

Shipping costs for orders below £45 will be refunded if your whole order is faulty, damaged, not as described, or incorrect upon delivery.

Shipping costs for orders below £45 will not be refunded if you change your mind.

Cancelling your order after you have placed it

You can cancel your order up to 2 hours after the order has been placed. You can not cancel your order after 2 hours from when the order is placed due to the order being processed after this time. However, you can return the goods once you have received them.

We will issue a refund back to the original method of payment used to place the order. It can take up to 10 days for the refund to appear in your bank account. We will keep you informed at each stage of our process.

Please read the relevant sections of our refund policy and follow the instructions on how to start a return.

Cancelling your order:

Please include the following information:

Put CANCEL in the email's subject line or the message box on the Contact Us form.
Include your order number in the message box or email.

You will be notified via email when we have received your request to cancel your order.

You can visit our FAQs or contact us for any order cancellation questions at hello@desireandjoy.co.uk or Contact Us

Returning your product because you changed your mind

You have 14 days from when you receive your order to notify us of your return. Following this notification, you have a further 14 days to return the items. Items must be returned unused and in original condition (including all original packaging, labels or tags are intact) with proof of purchase (receipt or order confirmation).

We are unable to offer a refund or exchange for pierce earrings due to hygiene reasons.

Refunds will be issued using the original method of payment used to place the order. It can take up to 10 days for the refund to appear in your bank account, we will keep you informed at each stage of our process.

Please note: we will not offer a refund, exchange or replacement for wear and tear, accidental damage, misuse, or care inconsistent with our jewellery care guidelines. We will only accept items sent back to us after you have notified us.

If you have changed your mind, to request a return, you have 2 options:

Option 1

Reply to the Order Confirmation email.
Put RETURN in the subject line of the email.
Complete the following information for each item:

Item ID(s): (these start with SKU)

Reason for return: Changed my mind

Complete the return slip and put it into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office and pay for the return postage. Remember to keep your receipt as proof of return.

We recommend returning items via Royal Mail Special Delivery postage for increased protection for your returned items, as it is your responsibility to ensure that the package reaches us.

You will be notified via email when we have received your items. We will only accept items sent back to us after first requesting a return.

Option 2

Put RETURN in the email's subject line or the message box on the Contact Us form.
Include the following information for each item:

Order number: (this starts with #DJO)

Item ID(s): (these start with SKU)

Reason for return: Changed my mind

Complete the return slip and put this into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office and pay for the return postage. Remember to keep your receipt as proof of return.

We recommend returning items via Royal Mail Special Delivery postage for increased protection for your returned items, as it is your responsibility to ensure that the package reaches us.

You will be notified via email when we have received your items. We will only accept items sent back to us after first requesting a return

You can visit our FAQs or get in touch with any return questions at hello@desireandjoy.co.uk or Contact Us

Returning damaged, wrong items or not as described

Please inspect your order upon receipt and notify us immediately if the item is damaged, not as described, or if you received the wrong item and we will rectify the issue.

If your product is damaged, the wrong item or not as described, to start a return, you have the 2 options:

Option 1

Reply to the Order Confirmation email
Put RETURN in the subject line of the email
Complete the following information for each item:

Item ID(s) (these start with SKU)

Reason for return: (Damaged, Wrong Item, Not As Described)

Description: (Please provide details of damage, wrong item received or Not As Described)

If your return is accepted and you are eligible for prepaid return shipping as stated in our refund policy, we will send you a return shipping label.

Complete the return slip and put this into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office. Remember to keep your receipt for proof of return.

You will be notified via email when we have received your items.We will only accept items sent back to us after first requesting a return.

Option 2

Put RETURN in the email's subject line or the message box on the Contact Us form.
Include the following information for each item:

Item ID(s) (these start with SKU)

Reason for return: (Damaged, Wrong Item or Not As Described)

Description: (Please provide details of damage, wrong item received or Not As Described)

If your return is accepted and you are eligible for prepaid return shipping as stated in our refund policy, we will send you a return shipping label.

Complete the return slip and put this into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office. Remember to keep your receipt for proof of return.

You will be notified via email when we have received your items. We will only accept items sent back to us after first requesting a return.

Returning faulty products

30 days or less

If you find a fault with the product, you have 30 days to notify us of a return and request a refund, replacement or exchange.

Return items in the original condition (including all original packaging, labels or tags are intact), with proof of purchase (receipt or order confirmation). We will cover the cost of return for faulty, not as described, damaged products or if you receive the wrong item.

If you are requesting a replacement or exchange, you can place a new order for the same product or a different product and request a return for the faulty product.

Please note: we will not offer a refund, exchange, or replacement for wear and tear, accidental damage, misuse or care inconsistent with our jewellery care guidelines.
We will only accept items sent back to us after first requesting a return.

More than 30 days and Less than 6 months

After 30 days, if you discover a fault with the product, we will offer an exchange, or replacement. You must return the item to us for inspection with proof of purchase (receipt or order confirmation). We will cover the cost of returning the faulty items.

You can place a new order for the same product or a different product and request a return for the faulty product.

Please note: we will not offer a refund, exchange or replacement for wear and tear, accidental damage, misuse or care inconsistent with our jewellery care guidelines.
We will only accept items sent back to us after first requesting a return.

After 6 months

After 6 months, if you discover a fault with the product, we will only offer an exchange or replacement if you can prove that the fault was present at the time of delivery. You must provide proof of purchase (receipt or order confirmation).

We will only cover the cost of return for faulty products if you can prove that the fault was present at the time of delivery.

Please note: we will not offer a refund, exchange or replacement for wear and tear, accidental damage, misuse or care inconsistent with our jewellery care guidelines. We will only accept items sent back to us after first requesting a return.

If your product is faulty, to start a return, you have the 2 options:

Option 1

Reply to the Order Confirmation email
Put RETURN in the subject line of the email
Complete the following information for each item.
- - Order number: (this starts with #DJO)

Item ID(s) (these start with SKU)

Reason for return: (Faulty)

Description: Please provide details of the fault

If your return is accepted and you are eligible for prepaid return shipping as stated in our refund policy, we will send you a return shipping label.

Complete the return slip and put this into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office. Remember to keep your receipt for proof of return.

You will be notified via email when we have received your items.

Option 2

Put RETURN in the email's subject line or the message box on the Contact Us form.
Include the following information for each item:
- - - Order number: (this starts with #DJO)

Item ID(s) (these start with SKU)

Reason for return: (Faulty)

Description: Please provide details of the fault.

If your return is accepted and you are eligible for prepaid return shipping as stated in our refund policy, we will send you a return shipping label.

Complete the return slip and put this into the package.
Put the receipt or order confirmation into the package with the items. Items must be returned unused and in the original condition (including all original packaging, labels, or tags)
Pack items securely.
Take the package to your local post office. Remember to keep your receipt for proof of return.

You will be notified via email when we have received your items.

We will only accept items sent back to us after first requesting a return.

If you have any questions, please visit our FAQs or get in touch with us at hello@desireandjoy.co.uk or via our Contact Us or you can speak to us on Chat

For any questions about our refund policy, please get in touch with us at hello@desireandjoy.co.uk

Last Updated: 12th June 2025