SHE GLEAM RETURNS & REFUNDS POLICY

Last updated: 23 October 2026

We hope you love your She Gleam jewellery. If something is not right, this policy explains how cancellations, returns and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-mind returns

For eligible online purchases, you may cancel your order by notifying us within 14 days of receiving it. You then have a further 14 days to send the item back.

To notify us, email support@shegleam.com with your name, order number and the item you wish to return. You do not have to give a reason.

Please contact us for return instructions before posting your item where possible. Your statutory right to cancel does not depend on receiving a reply from us.

2. Return condition

You may inspect jewellery as you reasonably would in a shop.

Please return the item with all its components and, where reasonably possible, its original packaging, jewellery box and tags. Pack it securely to prevent damage in transit.

If handling goes beyond what is necessary to inspect the item and reduces its value, we may make a deduction from the refund to reflect that loss in value. Opening ordinary packaging or reasonably trying on an item does not, by itself, remove your cancellation right.

3. Pierced earrings and hygiene-sealed items

Pierced earrings supplied in sealed hygiene packaging cannot be returned for a change of mind if the seal is removed or broken after delivery and the item is unsuitable for return for health or hygiene reasons.

If the hygiene seal remains intact, the normal change-of-mind return rights apply. If a set contains pierced earrings, please keep their hygiene seal intact and contact us before returning the set.

This exception does not affect your rights if an item is faulty, damaged or not as described.

4. Other change-of-mind exceptions

Change-of-mind cancellation rights may not apply to items made to your specifications or clearly personalised for you, such as bespoke or engraved jewellery.

Sale and promotional items are not automatically excluded from change-of-mind returns.

5. Faulty, damaged or incorrect items

If an item arrives faulty, damaged, incomplete or different from what you ordered, contact support@shegleam.com as soon as possible. Please include your order number, a description of the issue and photographs if available.

Contacting us promptly helps us investigate, but a delay in reporting does not remove your statutory rights.

Where an item is faulty, damaged or incorrect, we will provide an appropriate remedy under UK consumer law and cover reasonable return postage where a return is required.

6. Return postage

For a change-of-mind return, you are responsible for the direct cost of posting the item back to us.

We recommend using a tracked service and keeping proof of postage. For faulty, damaged or incorrect items, contact us for return instructions; we will cover reasonable return postage where a return is required.

7. Return address

Please send returns to:

She Gleam Returns
Flat 3, 56 Milligan Drive
Edinburgh
EH16 4WD
United Kingdom

Please include your order number inside the parcel so we can identify your return.

8. Refunds

For an eligible change-of-mind cancellation, we will issue your refund without undue delay and no later than 14 days after we receive the returned item or, if earlier, after you provide evidence that you have sent it back.

Refunds will be made to the original payment method unless you expressly agree otherwise. Your payment provider may take additional time to show the refund in your account. We do not charge a restocking fee.

UK delivery is currently free on all orders, so orders placed under the current free-delivery offer have no original delivery charge to refund.

If you placed an order before free delivery was introduced and paid for delivery, an eligible cancellation of the entire order will include a refund of the original delivery charge up to the cost of the least expensive standard delivery option available for that order. Any extra amount paid for a more expensive delivery option need not be refunded for a change-of-mind cancellation.

Your statutory rights for faulty, damaged or misdescribed goods are unaffected.

9. Exchanges

We do not currently offer direct change-of-mind exchanges. If you would like a different product or colour, you can return an eligible item for a refund and place a new order.

If an item is faulty, damaged or incorrect, a replacement may be available as an appropriate remedy.

10. Cancelling before dispatch

If you wish to cancel before dispatch, email support@shegleam.com as soon as possible. We will try to stop the order, but cannot guarantee this once it is being prepared or has been dispatched.

If the order has already been dispatched, you can use the applicable return process after delivery.

11. Gifts

Gift returns should normally be requested by the original purchaser. Refunds are made to the original payment method unless the purchaser expressly agrees otherwise; we cannot issue a cash refund to the gift recipient.

12. Contact us

For return or refund enquiries:

Email: support@shegleam.com
Telephone: +44 7470 033730
Business hours: Monday–Friday, 9:00am–5:00pm UK time

We aim to respond within 1–2 business days.

She Gleam — Everyday Luxury, Beautifully Worn.