Refund policy

Please Note: Colours and finishes may appear slightly different on screen due to lighting and display settings. As many of our pieces feature natural gemstones and hand-finished metalwork, minor variations in stone colour, texture or finish are normal and are part of what makes each piece unique.

OUR REFUND PROMISE:

We take great pride in crafting jewellery you'll be proud to wear. If something isn't right with your order for one of the reasons below, we will make it right through a refund, exchange, or store credit.

You are eligible for a refund, exchange or store credit in the following cases:

1. Your piece arrives defective — for example, a broken clasp, a loose or missing stone, visible plating or finish flaws, or any other manufacturing fault.
2. You received the wrong product.
3. You cancel your order within the 12-hour change-of-mind window described below.

Because gold and silver rates are locked in at the time your order is placed, how your refund is issued depends on when your request is raised:

- Order cancelled within 12 hours of purchase (change of mind, not applicable to Express orders): refunded to your original payment method.

- Approved returns after delivery (defective item, wrong item received, or an exchange for a different design): issued as store credit. Store credit is sent as a unique gift certificate code, simply applied at checkout on your next order, and it does not expire.

As each piece is largely made to order and many designs are limited in quantity, we are unable to offer cash refunds beyond the 12-hour cancellation window — we do not accept returns on Rush or Express orders.

All approved returns must be shipped back to us within 72 hours of approval, at your expense, via a traceable, insured courier partner.

- Items must be returned in unworn and undamaged condition, with the original certificate of authenticity, hallmark card, pouch or box, and all tags attached.

- We are unable to accept returns on jewellery that has been worn, resized or altered.

- We do not accept returns on pieces worn for press, styling or photoshoot purposes.

- Returns must include any complimentary gifts included with your purchase for a full refund. If a gift is missing, its value will be deducted from your refund or credit.

- Items marked as final sale are not eligible for return or exchange.

- Ulka Jewells reserves the right to refuse any return that does not meet these requirements, or that is sent back without prior written approval.

We are happy to exchange a piece for the same design in a different ring size or, where your original selection is sold out, a different metal finish. This does not apply to custom-sized pieces. For a completely different design, please return your original piece for store credit and place a new order online. Exchanges are processed only once we receive and inspect the returned piece, and are subject to stock availability — if your requested size or finish is unavailable, we will issue store credit instead.

You are responsible for the shipping cost of an exchanged item, on both domestic and international orders, unless we sent you the wrong piece. A maximum of one exchange per order is permitted.

Once your exchange item is ready, we will dispatch it and share your new tracking details as soon as possible.

We do not provide prepaid shipping labels for returns or exchanges sent back to Ulka Jewells, unless the return is due to our error. Customers requesting a return, refund or exchange are responsible for covering return shipping costs, and Ulka Jewells is not responsible for packages lost or stolen in transit. For help starting a return, email ulkajewells@gmail.com

Please inspect your order as soon as it arrives, and contact us immediately if a piece is defective, damaged, or if you've received the wrong item, so we can evaluate the issue and make it right. You must notify us within 72 hours (3 days) of receiving your parcel, ideally with an unboxing video and photographs of the piece and its packaging.

Please contact us at ulkajewells@gmail.com

You may cancel your order for a full refund to your original payment method within 12 hours of placing it, as our jewellers begin sourcing metal and stones for your piece shortly after. This change-of-mind cancellation window does not apply to Express or Rush orders.

The following are not eligible for a refund: items marked as final sale, Rush or Express orders, custom-sized or bespoke pieces once production has begun, and gift cards. Orders cancelled after the 12-hour window has passed are also not eligible for a cash refund, though they may still qualify for store credit if returned in line with our return requirements above.

Refunds to your original payment method are processed within 7-10 business days of approval, though your bank or card provider may take a few additional days to reflect the amount. Store credit is emailed to you within 3-5 business days of us receiving and inspecting your returned piece.

Orders refused at delivery, or deemed undeliverable by our courier partner, are non-refundable. Such orders are returned to our studio; if you still wish to receive the piece, a new shipping charge will apply, for both domestic and international orders.