RETURNS, REFUNDS & CANCELLATIONS POLICY
LAST UPDATED AUG 2026
Thank you for shopping with Wicked Wires Jewellery.
We take great pride in our handmade jewellery, hand-curated collections and carefully selected Australian opals. Because we offer ready-made jewellery, loose gemstones, bespoke commissions and consultation services, different cancellation and return arrangements apply to different products and services.
Nothing in this policy affects your statutory rights under UK consumer law.
1. QUICK GUIDE TO RETURNS AND CANCELLATIONS
Product / Service Type Change-of-Mind Cancellation Main Conditions
Hand-Curated Collection Yes Statutory 14-day cancellation period
Handmade One-Off Collection Yes Statutory 14-day cancellation period
Loose Australian Opals Yes Must be returned in substantially the same condition and remain unmounted
Bespoke / Custom Commissions Generally no statutory See Section 4
change-of-mind cancellation once
the applicable
personalised/custom-made
exception applies
Free Initial 60-Minute Free service No charge for cancellation
Consultation
Paid Consultation (£20/hr) Statutory cancellation rights may See Section 5
Faulty / Misdescribed Goods Yes Your statutory rights apply
2. READY-MADE JEWELLERY
F
This section applies to:
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items from our Hand-Curated Collection;
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ready-made items from our Handmade One-Off Collection; and
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other standard jewellery products that have not been made specifically to your requirements.
Your 14-day cancellation right
When you purchase eligible goods online as a consumer, you generally have the right to cancel your purchase without giving a reason.
You must notify us within 14 calendar days from the day after you receive the goods that you wish to cancel.
After notifying us, you normally have a further 14 days to send the goods back to us.
You can notify us by email at:
Please include your order number and the item(s) you wish to return.
Condition of returned jewellery
You are responsible for taking reasonable care of the jewellery while it is in your possession.
You may handle and inspect an item to the extent reasonably necessary to establish its nature, characteristics and functioning, in much the same way you would be able to inspect an item in a physical shop.
Please do not wear the jewellery beyond what is reasonably necessary for inspection.
If an item is returned with damage, alterations or diminished value resulting from handling beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from your refund where permitted by law.
3. LOOSE AUSTRALIAN OPALS
Loose Australian opals purchased directly from our website are eligible for the statutory cancellation period, provided they have not been made part of a bespoke commission.
To return a loose opal, it must:
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remain loose and completely unmounted;
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not have been cut, polished, drilled, reshaped or otherwise altered after delivery;
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not have been set into jewellery;
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not have suffered chips, scratches, cracks or other damage after delivery; and
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be returned securely packaged.
Because natural opals are individual gemstones and can be particularly delicate, please handle them with appropriate care.
Important distinction
If an opal has been purchased specifically for, selected for, or incorporated into a bespoke commission, the order may instead be governed by the bespoke commission terms in Section 4.
Once a loose opal has been incorporated into a bespoke item of jewellery, it is no longer treated as an ordinary loose-opal purchase.
4. BESPOKE, CUSTOM-MADE & PERSONALised COMMISSIONS
Our bespoke service allows customers to commission jewellery designed specifically for them.
This can include:
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custom-designed rings, pendants, earrings or other jewellery;
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jewellery made to a customer's particular specifications;
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personalised jewellery;
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jewellery incorporating an opal specifically selected for the customer's commission;
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alterations or modifications requested by the customer;
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custom finger sizes or other dimensions where the item is made specifically to the customer's requirements; and
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other work that results in an item being made specifically for that customer.
Change-of-mind cancellation
Certain genuinely bespoke, personalised or made-to-customer-specification goods are excluded from the normal statutory 14-day change-of-mind cancellation right.
Where the legal exception applies, a customer cannot cancel simply because they have changed their mind.
However, this does not remove your statutory rights if the finished item is faulty, not as described, or otherwise fails to meet the requirements of UK consumer law.
Commission deposits and payments
Because bespoke commissions can involve materials, gemstone selection, design work and significant studio time specifically allocated to a customer, we may require a deposit or staged payment before work begins.
Any deposit or cancellation charge will be handled in accordance with applicable consumer law.
We will not use this policy to exclude statutory rights or to impose an unfair cancellation charge.
Before significant fabrication or setting work begins, we will endeavour to confirm the agreed design, materials, gemstone and other important specifications with you.
Customer-requested alterations
Once a bespoke item has been completed or delivered, alterations requested by the customer — such as resizing, remodelling, changing a setting or replacing a gemstone — may incur additional charges.
Any alteration carried out by a third party after delivery may affect our ability to assess a subsequent damage or fault claim.
This does not affect your statutory rights concerning faults that existed before the third-party alteration.
5. Consultation Services
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Free Initial Consultation (60 Mins): This service is entirely free. If you need to cancel or reschedule, please give us 24 hours' notice out of courtesy.
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Paid Consultation Service (£20/hour): Fees cover our professional studio time and expertise. Once a consultation session has commenced or completed, the fee is non-refundable.
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Rescheduling Paid Sessions: If you need to cancel or reschedule a paid session, you must do so at least 24 hours before the appointment time to receive a full refund or transfer your session credit.
6. CONSULTATION SERVICES
Free Initial 60-Minute Consultation
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Our initial 60-minute consultation is provided free of charge.
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If you need to cancel or reschedule, we kindly ask for at least 24 hours' notice where possible.
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There is no cancellation fee for the free consultation.
Paid Consultation — £20 per hour
Paid consultations are charged at £20 per hour.
Because consultation bookings are services purchased online, statutory cancellation rights may apply.
If you book a consultation and want the service to begin before the end of the applicable statutory cancellation period, you may be asked to expressly request that we begin providing the service during that period.
If you cancel after the service has begun following such a request, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation, where permitted by law.
Where the service has been fully performed during the cancellation period and the required consent and acknowledgement have been obtained, the statutory right to cancel may no longer apply.
Rescheduling
As a courtesy, we normally allow paid consultation appointments to be cancelled or rescheduled with at least 24 hours' notice.
Where sufficient notice is provided, we may offer a refund or transfer the booking to another available appointment.
This booking arrangement does not limit any statutory cancellation rights that apply to you.
7. Faulty or Damaged Items
Nothing in this policy affects your statutory rights where goods are:
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faulty;
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damaged because of a defect;
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not of satisfactory quality;
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not as described;
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unfit for their intended purpose; or
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otherwise fail to comply with applicable consumer law.
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If you believe your jewellery or gemstone has a fault, please contact us as soon as reasonably possible at:
Please provide:
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your order number;
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a description of the problem; and
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photographs where practical.
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We may need to inspect the item before determining the appropriate remedy.
Your statutory rights
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UK consumer law provides specific remedies for faulty goods, including a short-term right to reject qualifying faulty goods and obtain a refund, together with further rights to repair, replacement or other remedies where applicable.
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Nothing in this policy limits those rights.
8. OPAL CARE AND ACCIDENTAL DAMAGE
Australian opals are natural gemstones and should be handled with care.
We recommend avoiding:
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harsh chemicals;
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prolonged exposure to hand sanitiser;
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perfumes and strong cleaning products;
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extreme heat;
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sudden temperature changes;
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ultrasonic cleaners;
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steam cleaners; and
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impacts or dropping the jewellery.
Natural tarnishing of sterling silver is a normal chemical reaction and is not, by itself, a manufacturing fault.
Our policy does not cover damage caused by accidental impact, misuse, improper storage, inappropriate cleaning, unauthorised alterations or other damage occurring after delivery where we are not legally responsible for that damage.
These exclusions do not affect your statutory rights where a fault or defect existed before delivery or where applicable law provides another remedy.
9. HYGIENE — PIERCED EARRINGS
For hygiene reasons, pierced earrings that have been removed from their sealed or hygienic packaging may be excluded from cancellation where the applicable legal exception permits this.
This does not affect your statutory rights if earrings are faulty, damaged before delivery or otherwise fail to comply with applicable consumer law.
10. RETURN POSTAGE
For a normal change-of-mind cancellation, you are responsible for the direct cost of returning the goods to us unless we have agreed otherwise.
For faulty, damaged or incorrectly supplied goods where we are legally responsible for the problem, we will reimburse reasonable return costs where required by law.
Because our jewellery and gemstones may be valuable, we strongly recommend using a fully tracked and appropriately insured delivery service.
You remain responsible for ensuring that a change-of-mind return reaches us safely.
11. ORIGINAL DELIVERY COSTS
Where you exercise your statutory right to cancel an eligible order, we will refund the applicable delivery charge paid for the original shipment, subject to the limits provided by law.
Where you selected a more expensive delivery option than our least expensive standard delivery option, we are not required to reimburse the additional premium where applicable.
12. HOW TO REQUEST A RETURN
Please email:
with:
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your full name;
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order number;
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item name;
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date of purchase;
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confirmation that you wish to cancel/return the order; and
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photographs where relevant, particularly where you are reporting damage or a fault.
We will provide the appropriate return instructions.
Please package jewellery and gemstones securely, preferably using the original protective packaging where it remains suitable.
For high-value items, we strongly recommend tracked and appropriately insured shipping.
13. REFUNDS
Once a cancellation is validly exercised and the goods have been returned, we will process the applicable refund in accordance with UK consumer law.
We may withhold reimbursement until we have received the goods back or you have supplied evidence that the goods have been sent back, whichever occurs first, where permitted by law.
Refunds will normally be made using the original payment method.
Where a deduction is legally permitted because goods have diminished in value as a result of handling beyond what was reasonably necessary to inspect them, the applicable deduction may be made from the refund.
14. IMPORTANT — STATUTORY RIGHTS
This policy is intended to explain our returns procedure clearly. It does not replace or restrict any statutory rights you have under applicable UK consumer law.
Where there is a conflict between this policy and a mandatory legal right, the mandatory legal right will apply.
If you are unsure whether a particular item qualifies for cancellation or whether a problem constitutes a fault, please contact us before returning the item.
Wicked Wires Jewellery
Email: revwrapz@hotmail.com
United Kingdom