Returns & Refund Policy

At Dainty Grace, we want you to be completely happy with your purchase. We take great care in preparing and packaging every order, but we understand that sometimes things don’t go quite as expected. If you need to return an item or have an issue with your order, please read our Returns & Refund Policy below.

This policy applies to all orders delivered within the United Kingdom, including Northern Ireland.

Returns – 14-Day Cooling-Off Period

Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your order, without needing to provide a reason. If you wish to return an item, please contact us at daintygracejewellery@gmail.com within 14 days of delivery to notify us of your decision to cancel. You will then have a further 14 days from the date you notify us to send your item back.

For standard returns, we ask that:

• Items are returned unused, wherever possible.

• Items are returned in their original packaging, where available.

• Items are carefully packaged to prevent damage during transit.

• All original components and accessories are included.

You are welcome to inspect items as you would in a physical shop. However, if an item has been handled beyond what is necessary to establish its nature, characteristics or functioning, we may make a deduction from your refund to reflect any reduction in value, as permitted by law.

Non-Returnable Items

Certain products are excluded from the standard 14-day change-of-mind cancellation right. These include:

• Custom or personalised jewellery, including items made to your individual specifications or engraved specifically for you.

• Sealed products that are unsuitable for return for health or hygiene reasons, where the seal has been broken after delivery.

Candles & Wax Melts

We cannot accept change-of-mind returns for candles or wax melts that have been used or consumed. However, unused candles and wax melts may be returned within the statutory cancellation period where the right to cancel applies. All exclusions remain subject to your statutory rights regarding faulty, damaged or incorrectly supplied goods.

Conditions for Returns & Refunds

To protect our customers and maintain product quality, all returns will be reviewed in accordance with our returns policy and applicable UK consumer law.

Damaged, Altered or Used Items

We may reduce a refund where an item has been damaged, altered or handled beyond what is reasonably necessary to inspect it, resulting in a reduction in its value. Items showing significant signs of wear, use or alteration may also be subject to a deduction from the refund where legally permitted.

Late Return Requests

For change-of-mind returns, you must notify us of your decision to cancel within 14 days of receiving your order and return the item within a further 14 days. Requests made outside this period may not be accepted unless you have additional statutory rights, such as where an item is faulty.

Returns Without Prior Contact

Please contact us before sending an item back so we can provide the correct return instructions and help ensure your return is processed smoothly. Failure to contact us beforehand does not remove your statutory right to cancel, provided you have otherwise clearly communicated your decision within the required timeframe.

Missing or Undelivered Orders

If you believe your order has not arrived, please contact us so we can investigate the issue with Royal Mail. We may request additional information and review delivery tracking or proof of delivery before determining the appropriate resolution. Any confirmed delivery information will be considered alongside the circumstances of your claim and your statutory consumer rights.

Return Process & Inspection

Once your returned item has arrived, we will inspect it to assess its condition and ensure that it meets the applicable return requirements. You will receive an email confirming that we have received your return, along with an update regarding the outcome of our assessment.

Where necessary, we may contact you about any damage, missing components or signs of excessive handling that could affect your refund amount. All refunds and any applicable deductions will be handled in accordance with UK consumer law.

Faulty, Damaged or Incorrect Items

We carefully inspect and package our products before dispatch to ensure they arrive in the best possible condition. However, if your order arrives faulty, damaged or incorrect, please contact us as soon as possible at daintygracejewellery@gmail.com so we can help resolve the issue.

Where possible, please include:

• Your order number

• A brief description of the issue

• Clear photographs showing the fault, damage or incorrect item

Once we have received the relevant information, we will review the issue and arrange an appropriate solution in accordance with your statutory rights.

Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject goods that are faulty, not as described or not of satisfactory quality. Depending on the circumstances, a repair, replacement, price reduction or refund may also be available after this period. Please note that our request for photographs or prompt contact does not limit your statutory consumer rights.

Return Shipping

For standard change-of-mind returns, customers are responsible for covering the cost of return postage. However, if an item is faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs where required by law.

We strongly recommend using a tracked delivery service and keeping your proof of postage until your return has been processed. For items valued over £20, we particularly recommend tracked shipping or suitable postage insurance for additional peace of mind.

Please ensure that all returned items are securely packaged to minimise the risk of damage during transit.

Refunds

Where you exercise your statutory right to cancel an eligible online order, your refund will be processed without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that the goods have been sent back, whichever is earlier.

Eligible cancellation refunds will include the original standard delivery charge where required by law. If you paid extra for an upgraded delivery service, any additional amount above the standard delivery cost will not be refunded.

All refunds will be issued to your original payment method unless otherwise agreed. Where legally permitted, deductions may be made to reflect any reduction in an item’s value caused by excessive handling. Please note that your bank or payment provider may require additional time for the refund to appear in your account.

1-Year Jewellery Guarantee

At Dainty Grace, we want you to shop with confidence, which is why we offer a 1-year guarantee on our jewellery from the date of purchase. This guarantee covers manufacturing defects that develop during normal and appropriate use.

If your jewellery develops a manufacturing fault within the guarantee period, please contact us with your order details, a description of the issue and clear photographs where possible. Once we have assessed the fault, we will offer an appropriate repair, replacement or refund in accordance with the terms of our guarantee and your statutory rights.

Our guarantee does not cover:

• General wear and tear from regular use

• Accidental damage, including breakages caused by impact or excessive force

• Misuse, improper handling or alterations

• Damage caused by exposure to water, perfumes, cleaning products or chemicals contrary to our care instructions

• Damage resulting from failure to follow the recommended jewellery care instructions

Candles & Wax Melts

Our voluntary 1-year jewellery guarantee does not apply to candles or wax melts, as these are separate product categories. However, all products remain covered by applicable statutory consumer rights, including where goods are faulty or not as described.

Your statutory rights are not affected by this guarantee.

Right to Refuse or Reduce Returns

We reserve the right to decline discretionary returns that fall outside our returns policy or where a statutory cancellation exemption applies. Where an eligible return has been handled beyond what is reasonably necessary to inspect the product, we may reduce the refund to reflect any loss in value, where permitted by law.

We also reserve the right to investigate suspected fraudulent claims, including disputed deliveries or misrepresented product conditions. All return requests will be assessed fairly and in accordance with applicable UK consumer protection legislation, and nothing in this policy limits or excludes your statutory rights.

Contact Us

If you have any questions about our Returns & Refund Policy, need assistance with a return or wish to report an issue with your order, please don’t hesitate to contact us at daintygracejewellery@gmail.com.

We aim to handle all enquiries fairly and promptly, and we truly appreciate your understanding and support of Dainty Grace.