Refund policy

Returns & Refunds

We want you to love every CLAIM piece. If something isn't right, we're here to help.

30-Day Returns

We accept returns on eligible items within 30 days of delivery.

To be eligible for a return under our voluntary 30-day returns policy, items must be unworn, undamaged and returned in their original packaging.

To start a return, please use the Returns and Cancellations link on our website or contact us at hello@claimjewellery.com with your order number.

Unless an item is faulty, incorrect, or applicable law requires otherwise, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot accept responsibility for returned parcels lost in transit.

Exchanges

We're happy to exchange eligible items for a different size where stock allows. Please contact us within 30 days of delivery to arrange an exchange.

If your preferred size is unavailable, we'll offer a refund to your original payment method or, if you prefer, store credit.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, or is different from what you ordered, please contact us as soon as possible at hello@claimjewellery.com with your order number and, where possible, a clear photograph of the issue.

Where the item is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement, repair or refund, as applicable.

Nothing in this policy affects your statutory rights.

Refunds

Once your return has been received and inspected, we'll let you know the outcome.

Approved refunds will be issued to your original payment method. We aim to process refunds promptly, although your bank or card provider may take additional time to make the funds available.

Different statutory refund requirements may apply depending on where you live. See the EU/EEA Right of Withdrawal section below for orders covered by those rights.

Condition of Returned Items

Please take reasonable care of your CLAIM jewellery while deciding whether to keep it.

Under our voluntary 30-day returns policy, returned items should be unworn, undamaged and in their original CLAIM packaging.

Where statutory withdrawal rights apply, you may inspect an item as reasonably necessary to establish its nature, characteristics and functioning. We may be entitled to make a deduction from a refund where handling beyond what is reasonably necessary has reduced the item's value, where permitted by law.

Earrings and Hygiene

For hygiene reasons, earrings that are supplied in sealed hygiene packaging cannot be returned under our voluntary returns policy once the hygiene seal has been broken, unless they are faulty.

Where statutory consumer rights apply, any hygiene-related exclusion will only be applied to the extent permitted by applicable law.

Personalised and Custom Items

Items made to your specifications or clearly personalised, including personalised or engraved pieces, cannot normally be returned for change of mind.

This does not affect your rights where an item is faulty, damaged, incorrect, or where applicable law provides otherwise.

EU/EEA Right of Withdrawal

If you are a consumer covered by EU/EEA consumer law, you generally have a legal right to withdraw from an eligible online purchase without giving a reason.

For goods, the withdrawal period is 14 days from the day on which you, or a person nominated by you other than the carrier, receives the goods. If goods from the same order are delivered separately, the period runs from receipt of the last item.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You can do this using the Returns and Cancellations function available through our website or by emailing hello@claimjewellery.com with a clear statement that you wish to withdraw from the contract.

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days after notifying us.

Unless we have agreed otherwise or the goods are faulty or incorrect, you are responsible for the direct cost of returning the goods.

If you validly withdraw, we will reimburse payments covered by your statutory withdrawal right, including the cost of our least expensive standard delivery option available for your order. If you selected a more expensive delivery method, such as express delivery, we do not have to refund the additional delivery cost.

We will make the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.

Unless otherwise agreed, reimbursement will be made using the same payment method used for the original transaction and you will not be charged a fee for the reimbursement.

You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

The statutory right of withdrawal is subject to legal exceptions. These can include goods made to your specifications or clearly personalised and sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.