Customer care
Returns & refunds.
Last updated 21 October 2026
- Change of mind
- 14 days to change your mind
- Returning your piece
- Simple returns process
- Your refund
- Refunds within 14 days
How to return
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Contact us
Email us with your order number.
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Pack your piece
Protect the jewellery and include its details.
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Send it back
Use the return instructions we provide.
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Receive your refund
We’ll confirm once your return is processed.
On this page
Your right to cancel
You can tell us that you wish to cancel your order within 14 days of the day you receive it, without giving a reason, where applicable consumer protection laws provide this right. Please contact us with your order number and details of the piece you wish to return.
You can notify us by email at support@ceylongemcreations.example or by using the model cancellation form available for download below. You do not have to use the form.
Please check the exclusions below before arranging a return. Your statutory consumer rights are not affected.
How to return an item
Email support@ceylongemcreations.example before sending your piece back. We will provide return instructions and the return address. For this sample policy, returns should be sent to our returns address in Sri Lanka.
To help us identify and protect your return:
- Include your name and order number.
- Package the jewellery securely.
- Include the certificate of authenticity and any accompanying items.
- Keep your proof of postage.
Please send the piece back within 14 days of telling us you are cancelling. Unless otherwise required by applicable law, return postage is paid by the customer. We recommend using a tracked and insured delivery service.
Please do not send your return until you have received our instructions.
Refunds
We will refund the price of the returned piece and the cost of standard delivery you paid. Any additional amount paid for express or premium delivery will not be refunded where permitted by applicable law.
Items we can’t accept back
This exclusion may apply to resized jewellery, engraved pieces personalised with names or initials, and made-to-order jewellery created to your specifications. Any applicable exclusion will be clearly explained before you place your order.
Personalised and resized pieces can’t be returned unless faulty.
Pierced earrings are supplied in sealed protective packaging for hygiene reasons. Where permitted by applicable law, earrings cannot be returned under the cancellation policy if the hygiene seal has been broken after delivery. This restriction does not affect your statutory rights regarding faulty or incorrectly described items.
Faulty items
You have legal rights if your jewellery is faulty, damaged or not as described. In the UK, the Consumer Rights Act 2015 provides a 30-day short-term right to reject faulty goods for a refund, along with further remedies, including repair or replacement, where applicable. In the EU, consumers generally benefit from a legal guarantee of at least two years for faulty or non-conforming goods, subject to applicable national laws. Nothing in this policy limits your statutory consumer rights.
Contact us
For return and refund enquiries, please email support@ceylongemcreations.example. Include your order number and a brief description of your request so we can assist you.
We aim to respond to all return and refund enquiries within 2 working days.