Refund policy

I hope you love your jewellery, but if something isn’t quite right, you can request a return within 14 days of receiving your order.

To arrange a return, please email hello@ruthhyatt.store before sending your jewellery back. Items must be returned unworn, unused and in their original condition and packaging.

Returning your order

Unless your item is faulty or I’ve made a mistake with your order, return postage is your responsibility. I recommend using a tracked and insured service, as the jewellery remains your responsibility until it reaches me safely.

For international orders, any customs duties, import taxes or handling fees you’ve paid are not refundable by Ruth Hyatt Jewellery. Depending on where you live, you may be able to reclaim these directly from your local customs authority.

Custom pieces & earrings

Pieces that have been made specifically for you, including bespoke, personalised or custom-made jewellery, cannot be returned simply because you’ve changed your mind.

For hygiene reasons, I ask that earrings are only tried on if you intend to keep them. If you need to return a pair, please contact me first at hello@ruthhyatt.store so I can advise.

Of course, if something is faulty, damaged or not as described, please get in touch. These exclusions don’t affect your statutory rights.

Something wrong with your order?

Every piece is handmade and carefully checked before it leaves my studio, but if your jewellery arrives damaged, faulty or you’ve received the wrong item, please email hello@ruthhyatt.storeas soon as possible.

If you can, include your order number and a couple of photographs so I can take a look and put things right.

Refunds

Once your return reaches me, I’ll check it and let you know when your refund has been processed. Refunds are made to your original payment method.

Please allow up to 10 business days for the refund to appear in your account after it has been processed, depending on your bank or card provider.

Where you’re exercising your statutory right to cancel an online order, your standard original delivery charge will also be refunded where required by law. Any additional cost for an upgraded or express delivery service is not refundable.

Exchanges

I don’t currently offer direct exchanges. If you’d like something different, you can return your original piece in line with this policy and place a new order.

Your cancellation rights

If you’re in the UK or EU, you generally have the right to cancel an online order within 14 days of receiving it, without needing to give a reason. You then have a further 14 days to return it.

There are some exceptions, including jewellery made to your specifications or clearly personalised, and sealed goods that aren’t suitable for return for hygiene reasons once opened.

Nothing in this policy affects your statutory consumer rights.