Refund policy

Last updated: 5 July 2026

We want you to love every piece you order from Fyorelle. If something is not quite right, we have made our returns process as simple and transparent as possible.

Our 30-day return window

You have 30 days from the date you receive your order to request a return for a refund or an exchange. This is in addition to your statutory cancellation rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Conditions for return

To be eligible for a refund or exchange, your item must be:

  • Unworn and in the same condition you received it
  • In its original packaging, with all tags attached
  • Accompanied by your order confirmation or proof of purchase

For hygiene reasons, we are unable to accept returns on pierced earrings once the protective seal has been opened, unless the item is faulty or arrived damaged. This is industry standard practice across UK jewelry retailers.

Items that cannot be returned

  • Gift cards
  • Items marked as final sale or sample sale
  • Pierced earrings (hygiene reasons, unless faulty)
  • Items returned more than 30 days after delivery
  • Items not in their original condition or packaging

How to start your return

Please email us at support@fyorelle.com within 30 days of receiving your order. Include in your message:

  • Your order number (e.g. #1001)
  • The item(s) you wish to return
  • The reason for your return (this helps us improve)

Our team will reply within 24 hours (Monday to Friday) with your return instructions and the address to send your parcel.

Important: Please do not send any item back to us before contacting our team. Items sent without a prior return request cannot be processed, and any return shipping costs will not be reimbursed.

Return shipping costs

You are responsible for the cost of return shipping if you are returning your item because you have changed your mind or for any reason other than a fault or error on our part. We recommend using a tracked and signed-for service to ensure your parcel reaches us safely. For UK customers, Royal Mail Tracked 48 (typically £4 to £7) is a reliable option.

Fyorelle will cover the cost of return shipping in the following cases:

  • The item arrived faulty or defective
  • The item arrived damaged in transit
  • You received the wrong item (different from what you ordered)

In these cases, we will either email you a prepaid return label or reimburse your return postage costs in full upon receipt of proof. This is in line with the UK Consumer Rights Act 2015 and applies regardless of your delivery country.

Original shipping costs (what you paid at checkout for delivery) are non-refundable, except where the return is due to a fault or error on our part.

Faulty, damaged or incorrect items

Every order is prepared with care by our fulfilment partner. In the unlikely event your item arrives faulty, damaged, or you receive the wrong product, please email us at support@fyorelle.com within 48 hours of receipt with photographs of:

  • The item itself (the fault or damage clearly visible)
  • The original packaging
  • The shipping label

We will arrange a free return and either send a replacement (subject to availability) or issue a full refund, your choice.

Lost parcels

If your tracking shows your order as delivered but you have not received it, please contact us within 7 days at support@fyorelle.com. We will open an investigation with the carrier. If the parcel cannot be located, we will offer a full refund or a replacement.

Refunds and processing time

Once we receive your returned item, our team will inspect it within 5 working days. If your return is approved, we will issue your refund to the original payment method within a further 5 to 10 working days.

The total time from when you post your return to when the refund appears in your account is typically 10 to 14 working days.

You will receive an email confirmation when your refund has been processed. Please allow your bank or card issuer additional time to display the refund in your account, depending on their internal processing times.

Refund method: All refunds are issued to the original payment method used at the time of purchase. We are unable to refund to a different card or account.

Exchanges

The fastest way to get a different size, colour or style is to return your original item for a refund and place a new order for the piece you want. This ensures you receive your replacement quickly without waiting for the return to be processed.

If you would prefer a like-for-like exchange, please mention this in your email. We will do our best to accommodate, subject to stock availability.

Cancellation rights

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt without giving a reason. This applies in addition to our 30-day return window above. To exercise this right, please email support@fyorelle.com with your order number.

If your order has not yet been dispatched, we will cancel it immediately and issue a full refund. If your order has been dispatched, please follow the standard return procedure once you receive it.

Return address

Our return address will be provided in your return instructions email. Please do not send returns to any address other than the one we provide, as we cannot guarantee they will reach our returns team.

Always wait for our return confirmation before posting your parcel.

Need help?

If you have any questions about your return, please get in touch:

We respond to all enquiries within 24 hours, Monday to Friday.

Fyorelle is a trading name of PRZ GROUP LTD, a company registered in England and Wales under company number 17299127. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.