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Returns & Claims

Which pieces can be returned?

Available to ship now & one of a kind 

For pieces which are marked available to ship now & one of a kind, we are happy to offer a full refund for any returns which meet our returns policy (see below). These pieces have already been handcrafted by one of our designers, and do therefore not require additional custom production.

Made just for you & customised items

Due to the nature of our made-to-order and customised pieces, we will not be able to offer a refund. The piece is made just for you, and the designer spends many hours handcrafting the item and sourcing the materials just for that piece. It is a labour of love that can take weeks to complete, often involving multiple specialist craftspeople, e.g. gem specialists, stonesetters, etc. However, for made-to-order items that meet our returns policy (see below), you are welcome to return for either store credit or exchange the piece for another item. We may also offer you the option to alter the piece to your specifications.

Returns Policy

Your returned item must arrive at the Finematter partner designer or jeweller it was ordered from no later than 14 days after your delivery date. If you wish to return an item, we recommend that you contact our customer service team within 7 days of your delivery. Returns outside this window may be accepted at our discretion.

Returned items must comply with the following:

  • All pieces must be returned unused and unworn, in the same condition they arrived in.
  • For hygiene reasons, earrings for pierced ears may not be tried on.
  • All pieces must be returned with the original branded boxes and dust bags, where provided, as well as any included documentation, and placed inside a protective outer box for shipping.
  • To ensure your return does not encounter a delay with our courier service, items must be returned using the original postal packaging provided.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

Faulty items

Our partner designers take great care in preparing your order. However, if you find that your item is faulty in any way, please do contact us. We are happy to arrange a repair or replacement.

How To Return

If you wish to return an item to us, please contact with your name, address and order number. We will provide you with a free return shipping label and a link to schedule a convenient time for our courier to collect the package from your address.


Once your return has been received, authenticated and accepted by our partner, your refund will be completed via the original payment method. The funds may take up to 10 business working days to be credited back into your account, due to varying processing times between payment providers.


Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy.

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