Can I Exchange My Items?Updated 6 hours ago
UK Orders
We offer like-for-like exchanges for UK customers only on jewellery and clothing. This means you can exchange for the same product in a different size if your exchange is submitted within 14 days of ordering your item
For exchanges after 14 days we only accepted faulty jewellery items that fall under the Cernucci Guarantee.
If your item is deemed faulty, we’ll replace it with the exact same item — no changes in size, style, or colour. If the item is out of stock, we’ll issue a store credit voucher as an alternative.
For Cernucci Guarantee requests, please use our contact form to directly speak to our customer care team.
Can I exchange an item for a different size or style?
At present we only offer the option to exchange for a different size.
How long do I have to request an exchange?
The normal returns window still applies, even when exchanging. You have 14 days from point of order to request the exchange.
Do I have to pay for return shipping on an exchange?
Yes, presently the charge to return through our parcel shop network is £3.30. You will be charged this on the returns portal before you ship the original item back to us. You will not be charged for the shipping on the new outward order. This is free of charge.
Can I exchange an item bought in a sale or with a discount code?
If you bought your item in the sale or with a discount code this will the honoured on the exchanged size.
Can I exchange a gift I received?
The person who bought the item for you can process this exchange through the returns portal on your behalf.
Can I exchange an item if I removed the tags or packaging?
No. unfortunately exchanges still fall within our returns policy and items must be unworn and in saleable condition.
Can I return an item and place a new order instead of exchanging?
Yes, if you want to place a new order please go ahead and return the original order. You can select Store Credit or a cash refund for the original order. You can use these funds to place a new order. If you opt for Store Credit we give you a 10% uplift on your original spend so you have a little more to spend with us.
When will you send the exchange ?
We will process your returned order and once this has been checked by our team your exchange order will be raised and shipped – usually the same day we receive the return back but this process can take up to 3 working days.
What happens if the item I want to exchange is out of stock?
If the item you wanted to exchange for is out of stock at the time of the order being generated we will issue you a store credit for the value of the order which you can spend with us on a replacement order.
How long does it take to receive my replacement?
We ship exchanges on our standard delivery service which takes 3 – 5 working days. You will receive a confirmation email when the order is despatched
Will I be notified when my exchange is processed?
Yes you will receive an email notification. You can track your order to your day. Download the Evri app for more granular tracking.
Can I send my exchange to a different address?
Your exchange will be sent to the same address as the initial order. If you want a replacement order to go to a new address we suggest requesting a refund and placing a brand-new order to a new address.
International Orders
At present we don’t offer international exchanges but we are working on making this service available in the future.
What are my options if I'm an international customer and my item is faulty or the wrong size?
If you have received a faulty item, you can contact our customer care team here. They will work to resolve the issue. Please send photos and a full explanation of the fault when getting in touch with the team. If you ordered the wrong size then we cannot exchange this internationally, however if you received the wrong size and you think this is a mistake by our fulfilment team please reach out to our customer care team.
Exchanges are only accepted for faulty jewellery items that fall under the Cernucci Guarantee.
If your item is deemed faulty, we’ll replace it with the exact same item — no changes in size, style, or colour. If the item is out of stock, we’ll issue a store credit voucher as an alternative.
For Cernucci Guarantee requests, please use our contact form to directly speak to our customer care team.
Can I send it back and get a refund or store credit instead?
Yes we offer both cash and store credit refunds to international customers. If you opt for Store Credit we give you a 10% uplift on your original spend so you have a little more to spend with us.