Refund Policy

Oysters & Pearls – Refund Policy
 
Returns & Your Right to Cancel
We hope you are delighted with your Oysters & Pearls purchase. However, we understand that sometimes you may change your mind.
For most eligible products purchased online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
If your order contains several items delivered separately, the cancellation period generally begins when you receive the last item covered by that order.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.
 
How to Request a Return
Please contact us before returning an item, using the Contact page on our website.
Please provide your name, order number, the item you wish to return and the reason for contacting us. We will provide you with the appropriate return instructions.
As some of our products are dispatched directly by our carefully selected supplier partners, please do not return an item to the address shown on the original parcel unless we specifically instruct you to do so.
Different products may need to be returned to different locations.
 
Change-of-Mind Returns
 
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning an unwanted item.
Please take reasonable care of the product while it is in your possession. You may inspect an item as you would reasonably be able to do in a shop, but we may make a deduction from a refund if the value of the item has been reduced as a result of unnecessary handling.
We recommend obtaining proof of postage when returning an item.
Items That Cannot Normally Be Returned for a Change of Mind
Certain products may be excluded from the usual right to cancel, where permitted by law. These can include:
• Products made to your specifications or clearly personalised.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
• Products which, because of their nature, become inseparably mixed with other items after delivery.
Where an exclusion applies, this will not affect your rights if an item is faulty, damaged or not as described.
 
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.
Please provide your name and order number together with details of the problem. We may also ask you to provide photographs of the item and its packaging so that we can investigate the issue with the supplier or courier.
Please do not dispose of a damaged item or its packaging until we have advised you what to do.
Where appropriate, we will arrange a replacement, refund or other remedy in accordance with your statutory rights.
 
Refunds
When you exercise your statutory right to cancel, we will refund payments due to you in accordance with applicable UK consumer law.
Where applicable, this includes the standard delivery charge paid when placing the order. If you selected a more expensive delivery service than our standard option, the additional delivery cost may not be refundable.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
Where goods are being returned following a change of mind, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.
 
Refund Processing Times
Once a refund has been approved, we will process it as quickly as possible and within the timescales required by applicable consumer law.
After we issue a refund, your bank or payment provider may take additional time to show the funds in your account. This processing time is outside our control.
 
Orders Arriving in Separate Parcels
Because we work with several supplier partners, products from the same order may arrive separately.
If you wish to return more than one item, please contact us before sending anything back, as the items may need to be returned to different locations.
 
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will do our best to stop the order. However, because some orders are sent directly to our supplier partners for fulfilment, we cannot guarantee that an order can be stopped once processing has begun.
If it has already been dispatched, you may still have the right to cancel and return eligible goods after receiving them.
 
Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights.

Products must be as described, fit for purpose and of satisfactory quality as required by UK consumer law. Your legal rights regarding faulty goods are separate from, and may extend beyond, the 14-day change-of-mind cancellation period.

Contact Us
If you would like to cancel an order, arrange a return or report a problem with an item, please contact us through the Contact page on the Oysters & Pearls website.
Please include your name and order number so that we can assist you as quickly as possible.