Shipping & Returns
Shipping & Returns Policy
This Shipping & Returns Policy forms part of our Terms of Service.
Delivery Partner
All orders are shipped exclusively via DHL Express. We provide complimentary express shipping on all UK orders.
Estimated Delivery Times
- UK Orders: 1–5 business days, depending on your delivery location.
Please note:
- Orders placed before 12pm (UK time) are typically dispatched the same business day.
- Orders placed after 12pm, on weekends, or on UK public holidays will be dispatched the next business day.
- Business days refer to Monday–Friday, excluding public holidays.
International Delivery
We offer worldwide delivery. All international orders are sent via DHL Express for reliable and tracked service.
Customs & Duties: Some international shipments may be subject to local customs duties and import taxes. These are the responsibility of the customer and are not within our control.
Delivery Delays
If your delivery is delayed, we will notify you as soon as possible and provide an updated delivery estimate.
For UK and EU consumers: this does not affect your statutory rights. Please refer to our Terms of Service for more information.
Returns & Refunds
We hope you love your Play Jewellery, but if something isn’t quite right, we’re here to help.
Returns
We offer a 30-day return policy. You have 30 days from the date of receipt to request a return.
To be eligible:
- Items must be unused, unworn, and in original condition.
- Include original packaging, tags, and proof of purchase.
A return shipping label is included in your packaging, but you must email refunds@playjewellery.com to initiate a return. Returns sent without prior approval will not be accepted.
Return shipping costs are the responsibility of the customer and will be deducted from your refund.
Return address:
163 London Road, Kingston Upon Thames, KT2 6NU
Damages & Issues
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately at refunds@playjewellery.com so we can make it right.
Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalised jewellery
- Earrings
- Gift cards
- Sale or discounted items marked “final sale”
If you're unsure whether your item qualifies, email us before sending it back.
Exchanges
To exchange an item, please return the original and place a new order once your return is approved.
EU – 14-Day Cooling-Off Period
If your order is delivered within the EU, you may cancel or return it within 14 days, for any reason, under the EU Consumer Rights Directive.
The item must be returned unused and in original packaging, with all tags intact and proof of purchase.
Refunds
Once your return is received and inspected, we’ll notify you of its approval status. If approved, a refund will be issued to your original payment method within 10 business days.
It may take additional time for your bank or credit card provider to process and post the refund.
If it has been more than 15 business days since your return was approved and you have not received your refund, contact us at refunds@playjewellery.com.
Contact Us
For questions about shipping, returns, or refunds, reach us at:
hello@playjewellery.com or