Returns & Claims

We're happy to offer a refund, exchange or Finematter credit on pieces returned in line with the policy below. Finematter acts as a sales agent for our partner designers, so your contract of sale is with the designer. Your statutory rights are not affected.

• Tell us your order number, which pieces you're returning and why. It only takes a couple of minutes.
• Exchanges and refund as Finematter credit are free. Refunds carry a £10 / €10 / $10 return shipping charge. Faulty or incorrect items are always free to return.
  
  Start a return
• Prefer to email? Contact customerservice@finematter.com

Return window: each piece can be returned within the timeframe shown on its product page: 14, 30 or 90 days from the date of delivery.

Returned pieces must meet the following conditions:

• Pieces must be unused and unworn, in the same condition they arrived in. Please take care when trying on your purchases.
• For hygiene reasons, earrings for pierced ears may not be tried on.
• Pieces must be returned with their original branded boxes, dust bags and any included documentation, where provided.
• Please pack your return in the original postal packaging, or another protective outer box, to avoid damage or courier delays.

If a returned piece shows signs of wear or damage, or is missing its original packaging, we may reduce your refund to reflect the loss in value. Where a piece cannot be accepted, we will contact you before returning it to you.

Pieces that cannot be returned:

• Customised pieces, as these cannot be resold. This includes, but is not limited to, pieces engraved to your instruction or made to order in a non-standard length, size or finish.
• Some made-to-order pieces. These are clearly marked 'cannot be returned' on the product page.

• Start your return using our returns form, with your order number, the pieces you're returning, and whether you'd like an exchange, Finematter credit or a refund.
• We'll review your request and reply as soon as possible. Please don't send anything back until you've heard from us.
• Send it back. If your return is accepted, we'll email you a prepaid, tracked label and a link to book a courier collection or drop off at a service point. Your label is valid for 10 days, after which it expires.

A return shipping charge of £10, €10 or $10 (depending on your order currency) will be deducted from your refund. This helps cover the cost of insured, tracked courier collection for your piece.

The charge applies once per return request, however many pieces you send back.

There is no return shipping charge if:

• your piece arrived faulty or damaged
• you received the wrong item
• you choose to exchange your piece
• you choose to receive your refund as Finematter credit

Once your return has been received, authenticated and accepted by our partner, we will process your refund, less any return shipping charge.

• Original payment method: refunds are returned to the card or account you paid with. Funds can take up to 10 working days to appear, depending on your payment provider.
• Gift cards: the amount paid by gift card is reissued to your gift card balance.
• Finematter credit: the amount is returned to your credit balance instantly.
• Part-paid orders: if you paid partly by gift card or credit and return only part of your order, the refund is split in the same proportions. For example, if your refund is £100 and you paid 50% of the order with a gift card, £50 goes back to your bank and £50 to your gift card.
  
  Promotional codes
• For orders placed with a promotional code, you'll be refunded the discounted amount you actually paid.
• Where a code required a minimum order value (for example, £50 off when you spend £500), and a partial return brings your remaining order below that threshold, the discount no longer applies. The value of the discount will be deducted from your refund.
• Example: you spend £600 using a £50-off-£500 code and pay £550. You return a £200 piece, leaving £400 of items. As this is below £500, the £50 discount is deducted and your refund is £150, less any return shipping charge.
• Delivery charges
• If you return your full order within 14 days of delivery, we'll refund the standard delivery charge you paid. Any additional charge for express or premium delivery is non-refundable. Delivery charges are not refunded on partial returns, or on returns made after 14 days.

Depending on where you live and which designer you buy from, you may also have the right to cancel your order within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you cancel, we'll refund the price of any returned item that meets our Returns Policy, plus standard delivery if you return your full order. The return shipping charge above still applies.

If you wish to cancel, please contact customer service as soon as possible.

Please note: if you purchase from a designer based in the US and the product page states 'cannot be returned', cancellation rights under these regulations do not apply.