Refund policy

Return, Refund & Cancellation Policy

We hope you love your handmade jewelry. But if for any reason you’re not satisfied with your purchase, you may return eligible items within 14 days of delivery, subject to the terms below.

✅ Eligibility for Returns

For EU & UK Customers (Under Consumer Rights Regulations):

You have the right to return your order within 14 calendar days of delivery for any reason.
You must both: notify us within 14 calendar days of delivery, and ship the item(s) back within 14 calendar days of delivery.
Returned items must be: unused, unworn, and in original condition; returned with all original packaging (tags, boxes, pouches, etc.); accompanied by proof of purchase.

For All Other Countries (Including the U.S.):

Return requests must be submitted within 14 calendar days of delivery.
Item(s) must be shipped back within 14 calendar days of delivery.
Returned items must be: unused, unworn, and in original condition; returned with all original packaging (tags, boxes, pouches, etc.); accompanied by proof of purchase.

Please do not send back any item before receiving our return confirmation.

❌ Non-Returnable Items

United States

Custom or personalized items (including those made to order or engraved) – these may be designated non-returnable as they are specifically tailored to the purchaser.
Final sale or one-of-a-kind pieces – may be marked non-returnable; there is no statutory automatic right of withdrawal, so such designations are enforceable when clearly disclosed.
Earrings (for hygiene reasons) – not eligible for return.
Gift cards or digital products – may be treated as non-returnable, provided this is clearly communicated to the customer prior to purchase.

European Union

Custom or personalized items (including those made to order or engraved) – exempt from the 14-day statutory right of withdrawal under the EU Consumer Rights Directive, and therefore may be designated non-returnable.
Final sale or one-of-a-kind pieces – notwithstanding their “final sale” designation, such items remain returnable under the EU’s 14-day withdrawal right unless they fall under a separate and specific legal exclusion.
Earrings (for hygiene reasons) – not eligible for return.
Gift cards or digital products – not automatically non-returnable. Digital content becomes non-returnable only if the customer has been informed and has expressly consented to the immediate performance, thereby waiving their right of withdrawal (e.g., by beginning a download or accessing the content).

United Kingdom

Custom or personalized items (including those made to order or engraved) – exempt from the 14-day statutory right to cancel under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations and may be designated non-returnable.
Final sale or one-of-a-kind pieces – similar to the EU, such items remain subject to the UK’s cancellation rights unless a distinct legal exception applies; “final sale” labelling alone does not negate the right to cancel.
Earrings (for hygiene reasons) – not eligible for return.
Gift cards or digital products – the right to cancel applies unless the consumer has been informed and has expressly agreed to immediate performance, thereby waiving the cancellation right (e.g., by starting the download).

If you are uncertain whether a particular item is excluded from return eligibility under applicable jurisdictional rules, please contact us for clarification prior to initiating a return.

🔁 How to Request a Return

Email us at customerservice@beadedstories.com within 14 days of delivery
Include your order number, the item(s) you wish to return, and the reason
We’ll confirm eligibility and provide return instructions and shipping address

🚚 Return Shipping

Buyers are responsible for return shipping costs, except when the item was received damaged, defective, or incorrect—in those cases, we’ll cover the return shipping (please include photos with your initial request so we can authorize a prepaid label or reimburse your postage).
We recommend using a trackable shipping method.
We are not liable for returns lost or further damaged in transit.
Any return that is incomplete, received after the applicable return window, or returned with new damage or excessive wear that was not present when the customer received the item (excluding cases where the original shipment was damaged, defective, or incorrect) may, at our discretion, be partially refunded or rejected.

💸 Refunds

Once we receive and inspect your return, we’ll notify you of the refund status
If approved, refunds are issued to your original payment method within 10 business days
Refunds exclude: original shipping fees; transaction processing fees; duties, VAT, or import taxes; 15% restocking fee (unless item was defective or incorrect)

🔄 Restocking Fee

Returns due to reasons other than damage or error will incur a 15% restocking fee, deducted from your refund.

🧾 Customs, Duties & Taxes

Buyers are responsible for any customs duties, VAT, or import taxes incurred
These charges are non-refundable, even if the item is returned

🛑 Cancellations

Orders may be cancelled if requested within 24 hours of purchase
If your order has already been shipped, it cannot be cancelled

🔁 Exchanges

We do not offer direct exchanges. Please place a new order after your return is approved and refunded.

💬 Questions?

We’re here to help. Contact us at customerservice@beadedstories.com